Panasonic Computer Solutions Company has empowered the mobile workforce by delivering reliable and durable mobile solutions for over 13 years. It has expanded the boundaries of mobile computing through a broad portfolio of portable computer products, ranging from fully rugged, industrial-strength notebook computers and tablet PCs to thin and light business- rugged notebooks. Panasonic Toughbook is a leader in embedded wireless technologies.

Due to the enormous popularity of the Toughbook line, Panasonic needed a customer relationship management (CRM) system able to adapt quickly to Toughbook’s rapidly growing marketshare. Panasonic’s previous CRM system was not meeting its needs and had become too cumbersome and difficult to use. It was also unable to handle the complex customer relationships that were forming, and its inefficient reporting was a hindrance to timely and accurate tracking and forecasting of the sales opportunity pipeline. As a result of these deficiencies in sales forecasting, Panasonic Toughbook had difficulties in determining its manufacturing plan in Japan.

Adding to the complex challenge was the need to integrate Toughbook’s sophisticated pricing model into the CRM application. The pricing model was designed to address the variety of industries serviced by the sales team, including government, small businesses and individual users. With more than 150 reps in the field, data migration and consolidation of client information from across the country proved to be a difficult task. In addition to all of these challenges, the Toughbook team needed the new system up and running within 90 days to meet a launch deadline for their next sales meeting.

Considering the complexity and scope of Panasonic Toughbook’s needs, Infinity Info Systems recommended Sage CRM SalesLogix. Its flexible and scalable development environment allowed for the integration of Toughbook’s pricing model while simultaneously integrating and tracking important data from Toughbook’s network of sales representatives within multiple divisions at Panasonic.

Building upon the flexible SalesLogix platform, Infinity created a system that automatically generates sales quote documents and delivers them as PDF email attachments. Each one of these letters contains tailored pricing depending on the customer’s relationship, quantity and industry. This means less manual work for the reps when they prepare their proposals.

The Infinity team also cleaned and consolidated the existing CRM data into SalesLogix and implemented structured reporting tools such as QlikView. This was a crucial piece of the puzzle because it improved monitoring, reporting and analysis. The centralized database provides accurate forecasts and lead management figures that help cut down on errors in the manufacturing process, and it reduces the likelihood of having excess inventory on the shelves.

Additionally, the Infinity team built a sophisticated search feature within SalesLogix to help the sales reps find the specific features and products they needed for their customers. The result: orders became more organized and consistent within the system, giving sales reps more time and the ability to service their targeted industries.

To meet the challenge of training more than 150 users, Infinity brought in six of their professional trainers. The Infinity team developed a customized training program based on the actual CRM system implemented for Panasonic. To reach all 150 users, they delivered the training via a combination of Web-based and in-person sessions.

Bringing in Infinity Info Systems to head the CRM initiative was the best decision Panasonic could have made. Infinity fully understood Panasonic’s needs and customized the new system to handle everything from demand forecasting to tying into the manufacturing system. Ultimately, it has improved sales and operation processes from beginning to end. Infinity has been a terrific partner throughout the implementation and continued enhancement of the system.

Since the implementation of SalesLogix, the Toughbook team has seen an increase in its sales capabilities, a decrease in its expenses and greater efficiencies in its manufacturing processes. For example, the group decreased its CRM costs by an incredible 75 percent. By centralizing data and providing accurate forecasting, Toughbook has improved its supply planning processes and is meeting customer demand better than ever. Infinity and Panasonic Toughbook continue to expand the functionality of SalesLogix, implementing customer care tracking programs, lead management and expanded demand forecasting capabilities. Due to the success of the system, the Panasonic Toughbook division is sharing SalesLogix with additional sales units within the company with the expectation of similar results and return on investment.

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