CRM: Boosting Sales Productivity & Business Performance with CRM Adoption

Background

Founded in 1993, Tokai is an industry pioneer, setting high standards for excellence in lightning and surge protection, renewable solar energy, and security engineering. With a strong commitment to innovation and superior service, Tokai is the preferred partner for clients seeking cutting-edge solutions and long-term success. Innovation is at the core of Tokai’s success. Tokai’s comprehensive suite of solutions technological advancements, and innovative approach set it apart. By leveraging technologies like the Smart Earthing System with IoT monitoring, Tokai provides clients with superior protection and operational efficiency. With a focus on staying ahead of industry trends and continuously improving its offerings, Tokai ensures its solutions meet the evolving needs of clients.

The Challenge

Founded in 1993, Tokai is an industry pioneer, setting high standards for excellence in lightning and surge protection, renewable solar energy, and security engineering. With a strong commitment to innovation and superior service, Tokai is the preferred partner for clients seeking cutting-edge solutions and long-term success. Innovation is at the core of Tokai’s success. Tokai’s comprehensive suite of solutions technological advancements, and innovative approach set it apart. By leveraging technologies like the Smart Earthing System with IoT monitoring, Tokai provides clients with superior protection and operational efficiency. With a focus on staying ahead of industry trends and continuously improving its offerings, Tokai ensures its solutions meet the evolving needs of clients.

Prior to adopting REDtone CRM, Tokai, a well-established company with 31 years of experience, encountered significant operational challenges as it expanded and evolved. The existing processes and systems were insufficient to meet the increasing demands of the company’s growth. Tokai required a more efficient, scalable and intuitive CRM system to advance its business operations, enhance client service, streamline processes, and optimize customers’ database utilization.

Manual Data Management

Tokai has accumulated a large client database over the years, but the data is stored manually using a legacy system and Excel spreadsheets. This makes managing and extracting valuable insights difficult.

Insufficient customer insights leading to ineffective engagement

A lack of customer insights, such as purchase histories, led to inefficient engagement strategies in addressing customers’ requests and needs effectively.

Manual processes resulted in time-consuming tasks

Generating quotations and handling other sales-related tasks required sales personnel to return to the office, significantly slowing down the overall sales process.

Limitations in data utilization

Generating quotations and handling other sales-related tasks required sales personnel to return to the office, significantly slowing down the overall sales process.

Since implementing CRM system, Tokai has experienced a significant transformation. Our sales process is now more efficient, with enhanced data accuracy and visibility, enabling us to make timely, data-driven decisions. The user-friendly mobile app has significantly benefited our Sales Team, allowing them to manage tasks on the go and increase overall sales productivity. We are pleased that REDtone has demonstrated a profound understanding of our unique challenges, bridging the gap with our client via its CRM solution. This partnership has led to improved service delivery and stronger customer relationships.”

Claudine Lau

Managing Director, Tokai Engineering (M) Sdn Bhd

Results

Sales productivity increased

The transition to REDtone CRM, supported by the mobile app, has streamlined tasks and enhanced sales operations. With improved access to customer information, sales personnel can now efficiently create quotations and manage tasks while on the go, reducing quotation creation time by up to 50%.

Enhanced data utilization

REDtone CRM enabled Tokai to utilize valuable data from its extensive client database, leading to improved business intelligence and analytics for more informed strategic decisions.

In-depth customer insights and enhanced offerings

The CRM system provided a detailed view of client purchase history, allowing Tokai to offer more targeted and relevant services, thereby boosting client satisfaction and strengthening relationships.

Better decision-making

The CRM system’s reporting capabilities, recognized by Gartner for “Visualization and Analytics: for 7 consecutive years”, enabled Tokai to gain real-time, easy-to-understand sales insights into business performance, and client needs. This facilitated more effective and timely decision-making for key stakeholders.

Adopting REDtone CRM has significantly transformed Tokai, driving improved productivity, enhanced client service, and more informed decision-making, this has positioned the company for continued growth and success.

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