Datapac has installed a customer relationship management system from QMS Software to deliver the tools to enable their service centric organisation to effectively manage their customer relationships. We wanted a dedicated state-of-the-art, modern, flexible, scalable solution”, explains Edel Creely, General Manager, Datapac Systems Division, Dublin.

One of the reasons we chose the QMS Ulysses system was because of its service management content. The solution has the capability of logging customer calls over the web and the facility for our engineers to use PDAs and update their calls over the web remotely themselves. It is reducing a huge amount of administration and is giving us a central customer view for each customer

Engineers log into the system through the web, get all their calls and close off all their jobs. Prior to using the Ulysses system, engineers were depending on expensive mobile phone calls and paperwork was being supplied to them a week later on customer status. Billing used to take longer so cash flow has improved and savings in field service have been made.

The Ulysses solution is a scalable solution that enables effective management of all points of contact with customers by providing self-service and assisted service through an integrated system. It is easily and quickly integrated with existing systems. It offers a dynamic, integrated, multi-channel view of the customer across all facing functions.

“Ulysses is a service centric solution”, says Duncan Styles Managing Director or QMS Software. “Datapac realised they were buying into a best practice so they were willing to change their business processes a bit to get the value from the solution and provide their customers with what they wanted. They are seeing the benefits of this now”.

Ulysses unites the various divisions offices at Datapac so that everyone is fully informed and working together when dealing with customers and thereby increasing customer confidence. Datapac is currently working on the second phase of the project which is installing customer self help. This allows customers to enquire about common problems and solutions and also allows customers to run their own reports over the system via the web. These can be statistical reports on quality of service or to enquire about what equipment is coming out of warranty or items they might want to add to their contract. Through the web, customers will also be able to rate the quality o service that Datapac is providing. “The web aspect is making Datapac’s business a lot easier and will help to deliver a better quality of service to customers”, continues Styles.

“The solution enables a total customer view through one system”, says Creely. “From sales opportunities through to service contracts, warranty tracking, asset management and customer care helpdesks, the solution is very easy to use and is working well for us”.