Customer relations with a human touch
The company began to experience problems communicating with their dealers in 2004, having grown their dealer base four fold since 2003. They were looking for a solution, which would enable them to communicate with and manage their 4,000-strong dealer community, as well as allow for further growth in the future.
Trafficmaster™ had some key criteria for the solution they required. These included:
Trafficmaster™ chose Tadpole to carry out the implementation, customisation and training of ACT!, as management believed we had the experience to deliver the correct solution.
Phase one included detailed business and process analysis of Trafficmaster™'s requirements as well as the installation of Act!. Installation also included data import from spreadsheets and existing databases. Tadpole also undertook the database customisation, including additional functionalities and reports. Finally, training was given to both end-users and administrators.
Whenever Tadpole undertakes an ACT! project it is the aim to empower the client to be able to use and tailor the system by themselves. In order for this to be achievable training was given to internal IT staff at Trafficmaster™ on user system installation, customisation, synchronisation and settings.
On completion of the project one of the most noticeable benefits was the more structured and transparent approach to the management of both the client base and the field based staff. In addition, ACT! enables the marketing team to communicate direct with the client in a variety of methods.
"Tadpole listened to what we wanted, made some recommendations, created a solution and then delivered their promise, what more could you ask for?
The most noticeable changes after the project had taken place were the instant access to critical data from a central point, no longer in people's heads!"
