How Speedpanel & Jayco Overcame Unique Challenges with SugarCRM
In an era where customer expectations are continually evolving, manufacturers are increasingly turning to digital solutions to innovate and stay competitive. Recently, together with Liferay, we hosted an enlightening joint webinar to explore how Australian smart manufacturers are connecting their front- and back-office operations to achieve true customer-centricity.
In this webinar, Adam Frank, GM and VP, SugarCRM Asia-Pacific, and Paul Towers, Country Manager of Liferay Australia and New Zealand, hosted Kate Leggett, Principal Analyst at Forrester Research, to share her insights on how CRM solutions and integrations can help elevate customer interactions while streamlining and aligning front- and back-office operations for manufacturers.
Below are the first 2 minutes of the webinar. If you would like to see the full video recording, you may access it here.
What we'll Cover:
Using Your CRM to Adapt to Shifting Customer Buying Patterns
Kate Leggett, Principal Analyst at Forrester Research, walked us through some valuable findings when it comes to top Customer Experience (CX) trends for Australian manufacturers. According to her, Australian manufacturers are in the midst of a significant digital transformation, often prioritising it as a top corporate objective.
Kate Leggett highlighted three key trends in the Australian manufacturing industry:
- Using CRM and digital experience platforms to modernise the front office
- Connecting the manufacturing value chain from the back-office operations
- Leveraging data and AI to unlock value
Modernising the front office involves integrating CRM technologies with personalised digital experience platforms like Liferay. The integration with Liferay supports the buyer’s omnichannel journey, allowing manufacturers to deliver seamless customer experiences. According to Forrester Research’s’ findings, currently, customer buying patterns shift towards digital self-service. As such, selling strategies for manufacturers must adapt. For instance, 32% of corporations are now willing to make high-value purchases via self-service commerce channels, which is a significant switch in B2B buying patterns, as compared to what we conventionally know.
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Learn MoreJayco & Speedpanel: Overcoming Manufacturing Challenges with CRM
But the report findings are proven by real-life situations manufacturers are facing in the Asia-Pacific, especially in Australia. According to Peter Lorenc, Head of Sales and Marketing at Speedpanel and Andrew Fogarty, Business Analytics Manager at Jayco Corporation, their CRM solutions have helped their oragnisation overcome some of the most frequently-encountered issues in the manufacturing landscape.
Speedpanel: Improved Operations with Increased Project Management Capabilities
Speedpanel has been leveraging SugarCRM to streamline their operations, particularly automating the installation review process. This has significantly improved the company’s ability to provide timely and accurate information to subcontractors, speeding up project timelines, increasing customer satisfaction, and boosting revenue. Speedpanel has also been leveraging SugarCRM in multiple other areas of their operations:
- Centralised Project Management. In manufacturing, bringing all stakeholders onto the same page is critical. As such, Speedpanel is leveraging SugarCRM as a central hub for their operations, where transparency and real-time insights boost their operational effectiveness and data monetisation.
- Improved Forecasting Capabilities. Accurate forecasting is critical in manufacturing. Speedpannel is currently using Sugar’s forecasting capabilities to optimize raw material necessary as some of it requires long wait times.
- Compliance Check Digitalisation. With SugarCRM’s help, Speedpanel is currently leveraging a real-time installation review process, ensuring proper compliance protocols along the way.
- Growth and Innovation Through Digital Transformation. Speedpanel is looking forward to leveraging SugarCRM to improve their digital capabilities and gain a competitive edge in the industry.
Jayco Corporation: Improved Customer Stafisfaction with Streamlined Processes
Jayco, on the other hand, has successfully implemented SugarCRM across its 29 dealerships in Australia and New Zealand.
Previously to implementing SugarCRM, Jayco Corporation struggled with dispersed data, lack of visibility, and an inability to track marketing activity for better success. The lack of visibility and actionable insights from the sales funnel and inability to offer proper after-care services were also impacting the business’ outcomes.
By implementing SugarCRM, Jayco successfully centralised data and automated various processes evolved around customer journeys. This way, the company has been able to enhance customer satisfaction and improve decision-making. Andrew also notes the importance of data in driving better customer experiences, from web activity and sales trends to service history and manufacturing milestones.
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Learn MoreLarger manufacturers, like Airbus and Mueller, are also taking advantage of digital experience platforms. Such solutions are helping these manufacturers deliver personalised, post-purchase experiences. Currently, we can note that having a fair balance of technological solutions and automation, with human elements, is used to create a holistic customer journey.
Starting small and moving quickly in digital transformation efforts is critical as it allows businesses to carefully assess their needs, progress and future digital expansion plans. By identifying pressing issues and achieving early wins, manufacturers can build momentum and gradually tackle more complex challenges.
Digital technologies are reshaping the manufacturing landscape. From CRM integration to AI-driven insights, manufacturers have a series of tools to enhance customer experiences and drive business growth. If you missed the live session, make sure to watch the recording.
Additional Resources
If you would like to learn more insights to set your manufacturing business for success, we highly recommend these resources:
- The Manufacturer: Unlocking Manufacturing Growth Whitepaper: gain insights into today’s manufacturing forecasting reality, factors that impact manufacturer’s sales forecast accuracy, tools you need to enforce proper forecasting protocols, and more.
- Unlocking Manufacturing Growth: Harnessing Accurate Sales Forecasts for Profitability and Competitive Edge: our infographic where we explore sales forecasting in manufacturing from A to Z.
