Company with complex and long commercial processes has identified that the loss of members of the commercial team supposes at the same time a significant loss of knowledge of its client. Its reporting systems, tailor-made and highly manual, although useful for evaluating business activity. They are not enough to store the customer history in a practical way. The possibility of implanting a CRM but there is no consensus in the management team on which tool should be used.
The origin of the discussion occurs because the IT director seeks compatibility with the ERP already installed, and the commercial director thinks that the functionality offered by the CRM from the same manufacturer does not serve him.
We carry out an analysis of the commercial process and the objectives that were pursued with the implementation of this new tool. It was found that, indeed, there were very few references in the sector using this CRM. In addition, the implanters were large and very expensive consultants. The implementation of another more economical solution and closer to the intended objectives was suggested. Furthermore, it was found that the compatibility problems were not as complex as previously thought.