Overview
Rudolf Lietz Inc., a leading supplier of chemical raw materials in the Southeast Asian market for over 50 years, sought to modernize its sales operations by addressing gaps in visibility, coordination, and customer support. With support from Devtac, the company implemented a CRM system that significantly optimized communication, transaction tracking, and customer responsiveness.
Executive Summary
Rudolf Lietz Inc. faced challenges stemming from limited visibility across sales channels and delayed issue resolution, impacting both internal coordination and customer satisfaction. By adopting a CRM system, the company established comprehensive reporting capabilities, enhanced collaboration among sales personnel, and enabled faster customer support. The result is a more efficient, data-driven sales operation with measurable improvements in productivity and service quality.
Problem Statement & Key Challenges
Rudolf Lietz Inc. struggled with:
- Lack of visibility into transactions across all sales channels
- Difficulty coordinating among sales personnel due to fragmented information
- Slow issue resolution, which strained customer relationships
- Need for structured reporting to support strategy and customer engagement
These challenges limited their ability to manage operations efficiently and deliver consistent service.
Evaluation of the Problem
The absence of a unified view of sales activities restricted the company’s ability to plan effectively or coordinate team actions. Without real-time reporting, sales personnel could not easily track progress, identify gaps, or intervene promptly in customer issues. Delayed communication further contributed to inefficiencies and reduced overall performance.
Proposed Solution
To address these issues, the company sought to:
- Implement a comprehensive reporting system that provides 360-degree visibility into transactions
- Equip sales teams with real-time insights to support faster, more informed decision-making
- Integrate prompt issue resolution mechanisms to strengthen customer relations
- Plan for future integration with their ERP inside Zoho CRM to enable seamless data flow and improved sales process optimization
This approach would ensure centralized, transparent oversight of all sales activities.
Implementation
With support from Devtac, Rudolf Lietz Inc. implemented a CRM system that:
- Consolidated transaction data for improved visibility
- Enabled interactive, immediate communication channels among team members
- Reduced reliance on face-to-face meetings through internal collaboration tools
- Provided a foundation for future ERP integration to further enhance efficiency
The setup emphasized streamlined workflows and better coordination across the sales organization.
Results
Following CRM implementation, Rudolf Lietz Inc. experienced:
- Significantly reduced need for face-to-face meetings, saving time and enabling more productive work
- Improved internal communication, resulting in faster responses and enhanced collaboration
- Quicker issue resolution, contributing to stronger customer satisfaction
- Overall operational improvements, with sales teams empowered by clearer access to data and more efficient workflows
“Devtac is handy from kick-off to deployment.” — Randy Tumilas, Svr. for Special Corporate and IT Projects
