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Now that’s what I call CRM January 19, 2012

Posted by Ivor's Window to the IT and CRM World in Microsoft CRM.


Over the holidays we had to replace our Washing Machine (A grudge purchase) but we made good use of the Boxing Day sales and got a bargain.

On the appointed delivery day we got a phone call at 08h00 in the morning telling us that the machine would be delivered between 10h00 and 12h00. This is good during the holiday period so we could at least plan for something for the afternoon.

At 11h06 I got a text message saying “Thanks for your order, your delivery will arrive within the next 12 minutes”.

Ten minutes later the van drew up outside the house.

The driver did not send the message, it was handled by the GPS Satellite Navigation System, based on when he left the last call and headed toward my place.

Now that is what I call Customer Relationship Management (CRM) the store has managed to ensure that they do not get no-show deliveries which are a time and money waster, and I the customer was kept informed and was able to manage my activities around the delivery.



1. Rockfield - January 21, 2012

Fantastic Ivor … But does John know how to use the ‘new’ washing machine yet ?????


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