Service Processes With Actricity CRM Portal Reorganized

proLogistik achieved significant performance improvement in the software support Eschbach in Freiburg – proLogistik is one of the best known suppliers on the market for systems of intralogistics. The Dortmund family business develops, produces and distributes soft – and hardware solutions for warehouse management and material flow control since 1983. About 330 customers at home and abroad work with the proLogistik industry solutions, including well-known food, non-food and building materials wholesaler with extensive logistical processes. Throughout Europe, proLogistik warehouse management systems are installed in about 500 stores. Also over ten thousand hardware components have been sold since 1983. But increasingly lagged the performance of both the software and the hardware support. Main reason was the traditional collection and processing of cases, the employees demanded personal attention, memory and flexibility. Cases were overlooked or multiple created 60 software supports and repairs running daily round in the support center of proLogistik.

Earlier, they were typical middle class\”in an ever-lengthening list of Excel and managed. There they could get before the time in the out of sight, or cases have been created accidentally double and triple if the concerned customer phoned several times his proLogistik contact. Occasionally created ticket blocks from multiple requests, often too late, and then were processed at a time. There could be delays when lacked competent employees or other cases were brought forward spontaneously. Practically, a predictive design of elaborate heads did not take place. Anyway good 60 percent of our cases, we could handle easily within a week, but there were too many tickets, which are stayed too long or were forgotten even in the extreme case\”, portrays Peter Haubold, Manager service center hardware and software, the unsatisfactory situation. Exactly left do not measure the performance of the service area: evaluations weren’t without a database course possible.\” Finally decided the proLogistik Managing Director Heidi and Jorg Kuhnert, a modern database-based service software to purchase.