MICRONIQUE'S CRM LINK FOR MAS 90

California Cartridge remanufactures used toner cartridges for printers and copiers. The company has 35 employees servicing its 5000 customers.

California Cartridge had been using ACT contact management when they decided they needed a better program for running a call center, so they replaced their ACT with Sage's Enterprise Edition CRM software. Later, they upgraded their accounting system from DacEasy to MAS 90. Micronique's CRM Link was introduced to complete the system soon thereafter in early 1994.

Sixteen users in the customer service, sales, administration, accounting and manufacturing departments use Micronique's CRM Link. The phone center consists of eight service reps who receive customer service calls and make telemarketing calls.

Sage's Enterprise Edition CRM software and Micronique's CRM Link allow California Cartridge to be more efficient which helps the company provide better customer service. "When customers call in with questions or an order, Micronique's CRM Link helps our service representatives to respond quickly. No one likes to be on hold while records are accessed. With the click of a button, the service representative can look into the Inquiry screen of MAS 90 for the status and history of a customer's account," says Lorrie Eysel, CFO of California Cartridge. "Order processing is a snap with Micronique's CRM Link. When a prospect becomes a customer, Micronique's CRM Link creates an account in MAS 90, copying the customer's information from The CRM software. Micronique's CRM Link automatically writes MAS 90 order information into the customer's note pad in The CRM software. The customer service representative doesn't even have to link back to The CRM software. Our data entry time is cut in half. This is a great benefit to our customer service representatives as they process orders. "

The activity and notepad stamp back feature in The CRM software provide a powerful tool for managers tracking the efforts of the employees in the call center. "Using the activity manager in The CRM software, a manager can see the activity of our sales people very quickly. We use this to determine the efficiency and productivity of our employees," says Lorrie. "In case there is ever a problem, we can trace employee errors because it stamps who made the entry and when the entry was made. This gives our employees more incentive to avoid errors which cost the company money and customer good will."

"It is sometimes surprising how much we use Micronique's CRM Link," Lorrie confesses. "You get used to the convenience and start to take it for granted. When I think about it, I don't think we could live without it."