MICRONIQUE'S CRM LINK FOR MAS 90

Shelter Enterprises manufactures rigid foam insulation board for home and commercial construction. Their products have been used in the construction of over a million homes and businesses over the last 20 years.

While using Macola accounting software and ACT contact management software, Shelter was faced with a need to upgrade their accounting program to become Year 2000 compliant. After doing some research, Shelter decided upon MAS 90 and Sage's Enterprise Edition CRM software. According to Controller Beth Wilson, MAS 90 and Sage's Enterprise Edition CRM software were chosen because the databases could be efficiently linked using Micronique's CRM Link. "We wanted to link our contact management with our accounting and we couldn't find a good link to Macola. When we learned about Micronique's CRM Link for MAS 90, we decided to switch to MAS 90 and Sage's Enterprise Edition CRM software. We are so excited to have the link."

Shelter's customer service department consists of two representatives, both of whom use Micronique's CRM Link. "Our two customer service reps can handle many more calls than they could without the link," reports Wilson . "If we did not have Micronique's CRM Link, we would have to have more people in customer service to handle the same volume of calls. This translates to a big savings in payroll."

Wilson explains how Micronique's CRM Link facilitates customer service. "Micronique's CRM Link keeps our customer service reps from jumping into a call blind. Everything is right in front of them. Micronique's CRM Link enables them to quickly look up a client's purchasing history while they are on the phone. It makes it really easy to access an invoice in MAS 90."

Studies have shown that two-thirds of customers cited lack of interest on the part of the supplier as the primary reason for switching suppliers. Using Micronique's CRM Link has helped Shelter to avoid becoming another statistic when it comes to customer loyalty, as Wilson testifies. "This access to a customer's history helps us determine if a customer needs a call. Sales calls keep our customers from jumping ship and using another supplier. This is really important in this competitive industry. We need to stay in touch with our customers to keep their business."

Micronique's CRM Link has also proven beneficial in the accounts receivable department, as Wilson illustrates. "Micronique's CRM Link helps to make our accounts receivables collection process more efficient. When our accounts receivable manager makes collection calls, documentation of the call is posted to the CRM software notepad and follow up calls can be scheduled if necessary. Our customer service people can see the documentation of the collection call, use the link to MAS 90 to view more precise information on the account, and give appropriate treatment to the account. The access to this information enables our service reps to speed the collection process and prevent customers from placing new orders on delinquent accounts. The information access provides a synergy between departments, enabling them to work together."

Shelter has taken advantage of The CRM software's customization features and looks forward to even greater use of The CRM software by implementing further customizations. "The flexible design of the CRM software screen is awesome", raves Wilson . "We use several custom fields, including one that tracks catalog shipment to each of our clients. This enables us to be sure that our customer has the most current catalog. Our company has a custom homebuilding division. We are developing a screen in The CRM software that will enable us to track the many phases of the construction project. We will be able to track the choices made by the customer and whether that installation has been completed. It is very exciting."