Microsoft Dynamics CRM helped Scania in terms of growth and supported it in times of crisis
Integration of the existing system is helping Scania to achieve further growth – helping in consolidation of data, facilitating the work of employees and providing comprehensive customer and service information.
The Swedish vehicle manufacturer Scania is currently the only large European manufacturer specialising exclusively in utility vehicles with a total weight in excess of 18 tonnes and coaches. Apart from this, the company manufactures industrial and ship engines. The centre of production capacity and the company’s registered office is in the Swedish city of Södertälje. Scania CV AB is active in the Czech, Slovak and Hungarian republics via subsidiaries, which are centrally managed by the management of Scania CER. The company needed to improve its customer relations management, consolidate data resources about them, increase the efficiency of synchronisation processes and define a central system. Employees needed to share information faster and across all departments. Thanks to cooperation with the Infinity, Scania found a solution based on Microsoft Dynamics CRM. Faster access to customer details, as well as setting of processes of updating and synchronisation of information between systems across the group improved relations between employees of Scania and employees of the customers and is helping to establish long-term relations with customers.
At a time of crisis, Microsoft Dynamics CRM adapted to the new requirements
However, in 2009, at the time of the greatest drop in sales of new vehicles, a new phenomenon appeared in the Czech Republic, which the company made easy work of thanks to its CRM system. This is to say that leasing companies were repossessing hundreds of lorries and other freight vehicles which they needed to sell. And this was no problem for Scania CER thank to the Microsoft Dynamics CRM. Dealers were able to use records in the CRM system to start to actively sell not only new vehicles, but also used ones. So when, for example, one of the customers mentioned in 2008 that he was planning to buy a new lorry, but that he did not have the money for this yet, the dealer was able to offer a lorry which was almost new in the same or similar specifications that the customer needed. What is more, Scania CER was able to perform several changes in the CRM system, resulting from the new situation on the market, all by itself. This is to say that it was possible to train one of the employees over the course of two months as a developer in Microsoft Dynamics CRM and he is now responsible for less extensive changes in the system.
The company handled a follow-up growth by 50% with its existing staff
When the company started to grow quickly in 2010, moving in the direction of sales values registered before the crisis, Microsoft Dynamics CRM provided it with one more service. Thanks to the high level of optimisation of running of all processes in the commercial department, the company was able to increase sales of new vehicles by 50% without having to take on even one extra dealer. Microsoft Dynamics CRM thus proved itself as a fitting tool in Scania CER not only for the period of growth, but also for the time of crisis and after it.
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