SalesBase CRM Engineers Succes for Ducker

With offices in Banbury, Oxfordshire and Kendal in Cumbria Ducker Engineering develop Commercial Laundry processing equipment, from industrial washing machines to ironers, feeders and folders that finish the linen for presentation to customers. With customers throughout the UK and abroad, good customer relations is at the forefront of their policy.

Ducker Engineering needed an effective Customer Relationship Management system to unite their mobile sales force with integrated service management functionality for engineers to deal with service calls. They wanted a system that would fit in with their business processes, provide comprehensive functionality whilst being a simple tool to be used by up to 30 full time users.

SalesBase CRM now handles all sales activity such as diary management, visit reporting, quotes, letters and emails, schedule overview and provides detailed customer and call details etc. Ducker’s key focus being their Warranty Database which manages all their warranty information regarding products and customers, recording all correspondence and creating formatted letters, emails, faxes etc. SalesBase has provided Ducker with a system allowing detailed campaign tracking and reporting to monitor sales, with drill down into the accounts system to enable clear view of sales history. The Service Management side of the system provides a knowledge base approach to service calls enabling specific faults/known problems to be associated with specific products. These faults/known problems can then be associated with known resolves/fixes therefore allowing a help desk individual to follow an intelligent route to addressing calls.

Kerry Clarke, Manager at Ducker says: “Our main use of SalesBase is through our warranty database, it handles information for all our warranty claims, return of faulty parts etc. SalesBase has been a real asset to us”