Implementing a CRM in a gear reducers manufacturing and assembling company
CovenanteePujol Gear Solutions
Document typeMaster thesis
Rights accessRestricted access - confidentiality agreement
A Customer Relationship Management, known as CRM for its acronym in English, is not a new philosophy of organizational work, but the result of joining ancient techniques of small commercial establishments with information technology. The maximum goal of CRM is to have, at any time, all the information about any client, either to meet their needs or to obtain market researches which allow to obtain better commercial strategies. The purpose of this document is to collect all the steps undertaken in the design, creation and implementation of a CRM for a company which manufactures and assembles speed gear reducers, a very basic product in the industrial world. Strong information deficiencies were detected from workers of the commercial department and their clients, while there was a lack of information between these workers and the commercial director. These shortcomings of information generated misunderstandings, confusions and caused a low efficiency in the commercial department. It is not a document about the implementation of an existing CRM, but the memory of the whole process of creating and implementing a customized CRM solution, starting from scratch. When all the process was finished and some months after testing the system, a survey was conducted to all users involved, asking their opinion about the design, functionality, connectivity and the usage, as well as more general questions concerning the software CRM. All opinions indicate a very positive result was obtained in the different aspects, increasing the available information of the commercial department and increasing its efficiency, while avoiding waste of time. It was a very accepted software which has become indispensable for many users. Key Words: CRM, Access, VBA, information.