Arjo Wiggins Fine Papers PLC – CRM System
Client
Arjo Wiggins is the world’s leading manufacturers of technical and creative
papers. It’s Fine Paper division produces high-end prestigious products for
communication and creative use in the graphic industry, design, communication,
advertising and marketing sectors.
Project
CRM System.
Project Objectives
AWFP (Arjo Wiggins Fine Papers) wanted to track details of all communications
and projects with their customers and share this information amongst
departments.
For some years AWFP had been using a system, developed for them by Metagy, which
supported their Samples Advisory Service. This system was in use in their UK
and French offices.
It was decided to extend the functionality in the existing Sample Service system
to record all contacts with customers as well as sample requests.
At the same time it was also decided to roll out the system to other European
offices.
The project objectives were:
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To record all communication events with customers.
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To track projects and their outcomes.
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To share this information amongst departments, sales, marketing, etc.
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To have all seven European sales offices using the same system and database.
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To transfer any data from existing databases to the new integrated database.·
To provide information for management.
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To allow AWFP to analyse information across countries.
Business Solution
The Metagy development team worked closely with the business team, which
consisted of representatives from several different departments and all the
countries that would be using the new system.
The system functionality was developed around the business processes and
business objectives of AWFP.
Features of the system include:
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Language support for products and correspondence. For countries such as Belgium
where there is more than one language spoken, customers can get information in
the language they prefer, e.g. Flemish or French.
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Sample and collateral requests are recorded and automatically sent to the
warehouse for processing and despatch.
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Campaigns sent and responses are recorded.
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All communications with a customer are recorded and follow-ups can be
scheduled.
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Project information is recorded and international cross border sharing of
projects is supported.
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Data is shared across countries and departments and may be viewed or updated
according to an individuals access rights.
Technical Solution
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The DSDM project methodology was used to ensure rapid project delivery and
dynamic team based development.
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Facilitated workshops were a very important part of the development process
with a diverse business team representing several countries and a number of
different departments.
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The iterative prototyping process ensured the developing system was a good fit
for business purpose.
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The developed system is a three tier-client server system.
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MS SQL Server is used as the database engine.
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The server is sited in the UK and deployed to the European sites using Terminal
Services.
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Data is replicated to Business Objects for analysis.
Outcome
The result of the project is an integrated system used by seven countries.
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Communications and projects are recorded so that the information is readily
available.
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Projects are tracked and followed up.
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Information is shared between departments, for example the sales team collect
information for the marketing team and the product development team.
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Local management can analyse their market and team. Central management has a
single point for data analysis across the European offices.