TechDogs - "Manufacturing CRM: Case Study Of Warmex"

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Manufacturing CRM: Case Study Of Warmex

By Enjay

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Warmex, a home appliance manufacturer, struggled to manage service requests with a growing number of customers and products. They used spreadsheets but faced issues like delays in assigning tickets and tracking warranty information.

To address this, Warmex implemented Sangam CRM and Synapse Telephony. Sangam CRM helped streamline service processes by:
  • Automatically routing customer calls to the right team.
  • Providing customer and warranty details to agents.
  • Allowing faster ticket allocation to service centers.
  • Offering dashboards to track ticket status and resolution times.
  • Synapse Telephony's IVR system further reduced call time for ticket creation.

With this new system, Warmex can efficiently manage service requests, improve customer satisfaction, and optimize spare parts inventory.

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