Business Intelligence

Organizational Overhaul Increases Sales, Productivity and Customer Service Levels

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Executive Summary

Martack Specialties is a leading provider of board products such as whiteboard and chalkboard commonly used in office and educational settings. In the busy manufacturing sector, it is crucial to be quick to respond to quotes, tenders and questions that customers may have. With rising customer expectations for a high-quality purchasing experience, fuelled by the ease of online Internet research, Martack's other major focus is improved customer service. After buying the Maximizer solution Martack's customer service representatives are now able to pull up customer records easily and quickly, with only a few clicks of a button. From a customer record, everything that relates to that customer, including all contact information like address, phone number, the contact person at the company, even the rep who's assigned to that account can be easily accessed in Maximizer.Sales representatives can then follow up on the Hotlist requests immediately, completing the quote within hours or minutes of receiving the request and, with Maximizer's fax integration, faxes the quote directly to the customer without using any paper. Martack doubled productivity, increased sales by 15% in the first 9 months and reduced paper costs. After recognizing the benefits of a sales and contact management system, the company purchased Maximizer and within months, saw sales, productivity and the bottom line metrics improve quite sharply.

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