Like many other companies looking CRM system Tekniska verken suffered from having their customer information scattered in different places and in different systems. And also, there was no good and efficient way to handle support tickets that came from their customers.
As a result, they could not conduct the marketing campaigns and sales initiatives they wanted, because they did not have full control of their customer base.
The purpose of a CRM system was to implement a group-wide CRM system to manage sales and customer support, that included all customers of Tekniska verken.
With everything gathered, they could take full advantage of a CRM system by having ticket management and thus have one gathered view of their customers.
Tekniska verken also wanted to be able to make smart segmentation (different customer groups, customer consumption, who is the account manager, and so on), create campaigns, do send outs, and follow up campaigns and send outs.
Thanks to the flexibility of the system, they finally chose Lime CRM. The project started in January 2011 and covers both sales and ticket management for more than 600 employees.