PERI is one of the leading international companies in the formwork, scaffolding and engineering sector, and has an effective local presence through more than 60 subsidiaries in over 90 countries around the world. 7,700 employees generated a turnover of EUR 1,300 million in 2015. Central functions, development and production facilities are located in Weissenhorn near Ulm in Southern Germany since the founding of the company in 1969. PERI is today one of the world’s largest manufacturers and suppliers of formwork and scaffolding systems. The basis of the positive dynamics of the company is correct management decisions, modern technology and the latest technology, implementation of corporate service standards. We implemented sales management and accounts receivable system to improve productivity across the organization and the quality of customer service. How did we it with Microsoft Dynamics CRM? Let’s consider this successful case
Company Size: 7700 employees
Country or Region: more than 60 subsidiaries in over 90 countries around the world
Head Office: Weissenhorn, Germany
Industry: Formwork, scaffolding, engineering from one source, plywood and panel trade, complementary Products
PERI, founded in 1969, is one of the world’s largest manufacturers of formwork and scaffolding. In addition to the parent plant and headquarters in Weissenhorn near Ulm, Germany, more than 64 subsidiaries and over 120 logistics centers are operated. The company employs over 7,700 employees and generated revenue of € 1.3 bn last year.
Products and Services:
Microsoft Dynamics CRM 2011
CRM system implemented by us in cooperation with UDS team allows us to identify potential debtors at the very beginning and resolve the problems before the court proceeding starts. The system ensures debt control and does not allow signing agreements with the debtors. Besides, in the new economic conditions, the system has significantly increased our return on bad debt receivablesAndrzej Pupiec
PERI GmbH operates as a subsidiary of Peri-Werk Artur Schworer Gmbh & Co. KG.
PERI provides building companies and scaffolding contractors of every size the best solution for efficiently realizing each individual construction project. Key competencies are the development and production of innovative formwork and scaffolding systems as well as engineering services for customized project solutions. Furthermore, for the optimization of all formwork and scaffolding processes, the range of services includes a number of other technical, logistical and commercial services. The production and central functions of the Group are concentrated in the headquarters in Weissenhorn, Germany.
At PERI we maintain close relationships with their customers. A tight network of sales engineers, offices and warehouse locations guarantees efficient communication and quick solutions.
In its business operations, PERI Ukraine focuses on the provision of a high-quality service to a large number of customers. Therefore, the company management decided to develop a uniform CRM system for all its regional offices based on Microsoft Dynamics CRM and selected UDS Consulting as a contractor company-integrator for implementation of this project.
In cooperation with UDS, the management of PERI Ukraine formulated the main business objectives:
- Create central customer database and store full customer relationship history
- Improve efficiency and manageability of the company sales process
- Automation of project operations and project implementation monitoring
- Improve performance efficiency of top management and business units’ staff responsible for customer relationship management
- Consolidate information on customer debts and executive decision making on the same place
- Unification of sales processes across regional centers
- Operations department automation
- Agreement and Addendum approval process
- Automation of Debt collection process
- ERP system integration
As part of the project, the following functional areas have been automated:
- Sales process management
- Project preparation process management
- Technologist workload management
- Project knowledge base management
- Customer verification process management
Along with that, integration with RAJA system was implemented for the accounting of contracts, certificates and customer payments.
With sales, marketing, and customer service operating on a single system, company leadership can now understand the relationships among these aspects of the business. Decision-makers can see, for instance, the impact of a particular campaign on customer growth and retention; or respond to an increase in support calls by launching a targeted campaign
The system provides real time reports and dashboards which captures trends and key statistics about the overall health of the business and also provides the insights at a very granular level. The CRM system also provides the ability to create custom reports & dashboards based on the requirement without the need of IT staff’s involvement
Microsoft Dynamics CRM was easily customized to support a case management system that routes and escalates cases automatically. It triggers workflows, enables automated efficient tracking of complaints, customer requests, and inquires. Any client communication could now be captured within the one CRM system, including the automated linking of emails. This provided a 360 degree of client relationships for both support and sales staff
The department was also manually preparing Agreement and Addendum and other information relating to its business, such as risk analysis and offers and others agreements. It too lacked an efficient automated management and tracking of workflow approvals due to the absence of a robust system for this and other areas relating to its core business. In turn, this was impacting on the customer service department which didn’t have a holistic customer-centric view. Inevitably there were delays in providing customers with information relating to their case
Dynamics CRM covers account management and automates debt recovery processes, which includes charging late payment interest and enforcement. The solution also covers the entire payment process from ordering to payment as well as the entire procurement process that includes budget planning, approval and management. Procurement and budget controls in the CRM are of great help when structuring the purchase business function and controlling operational costs and on a daily basis. Clear visibility of budgeted amounts and automated controls integrated into the purchase process functionality don’t leave any room for uncontrolled extra spending. The CRM solution was used to create a unified view of subscribers and potential subscribers and to provide a history of customer interactions. The solution was also used to automate the calculation of agents’ Peri and to implement e-mail marketing
The system was designed in such a way that for every cases that gets logged, various tasks are created which are executed by the customer care executives. This ensures that steps are automated and the overall effectiveness increases