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Customer Relationship Management Solution for Pest Control Company

     
 

The Client 

A pioneer in pest control services in India, with a turnover of over Rs 80 crore and a wide ranging presence across India, from Metros and Mini-metros to districts and talukas.

The organization delivers its services through various branch offices across the country. Catering to both residential and institutional sectors, the company  has been in business for more than 50 years, and currently employs more than 2000 people across 85 establishments all over India.

Business Drivers

Competition

The Pest Control industry in India is witnessing unprecedented growth and competition. Bigger corporate houses have entered the fray, eating into the market shares of the traditional SME players. Our client has identified technology as the key factor to beat the competition.

Need for On-Demand Services

Customers across India are now used to multiple channels of communication and instant servicing. The internet, call centers and mobile technology have enabled 'On – Demand' availability of information. Without a robust software and IT infrastructure, our client will face a handicap in serving customers through these channels.

Loss of Customers

Without an automated system in place, our client was in danger of losing customers. For example, delays in issuing renewal letters could mean the customer moving to a competitor. Also, leads and opportunities were not being properly tracked. Recording and systemization of these processes was an immediate necessity.

Increasing Customer Base

With the company increasing its geographical reach and the demand for Pest Control services increasing dramatically, the existing systems at the company were inadequate and not scalable enough to cater to the growing operational demands. Systems were needed to smoothly handle this dynamic growth phase. Manual procedures which could handle only a limited number of customers needed to be phased out.

Arion's Solution 

Arion developed a comprehensive solution to address their needs, with a browser based solution that would cover the following:

  • Customer Management
  • Enquiries
  • Quotes
  • Contracts
  • Service Delivery
  • Customer Support
  • Invoicing

The solution required both online and offline components. The offline component would be present at Branch Offices and would synchronize with the Central Office server. The solution had to work over Broadband Internet connections.

This mission critical application required that the platform be:

  • Fast and responsive
  • Scalable
  • Secure
  • Remotely manageable
  • Low cost

Arion evaluated various technology options before finally architecting the solution mainly on OpenSource components which include

  1. Operating System: Linux
  2. Web Server: Apache
  3. Application Server: JBOSS
  4. Programming Platform: J2EE
  5. Database: mySQL

This was the most cost effective infrastructure option that gave the requisite scalability, remote management facilities and security control.

All the Branch Offices would have Linux Servers containing the application and the database, which would synchronize with the central Linux Server.

Benefits

  • Increased customer satisfaction
  • With shorter response times and on-demand availability of information, customer service and hence customer satisfaction improved dramatically. The CRM application helped Call Centre executives retrieve customer records, schedule visits and services and also process renewals more efficiently, ultimately leading to happier customers.

  • Management control over Sales, Service and Delivery
  • Due to complete Lead Management automation, the sales people were enabled with a tool to ensure that follow-ups with prospects were not missed out. Also the reasons for loss of prospect as a customer were recorded in the system, enabling the sales management to take corrective measures. This has had a positive impact on sales, by reducing the number of drop-outs from the sales pipeline.

  • Better forecasting and budgeting due to visibility of
  • Management had a complete view over the operations, right from sales to service delivery. This helped them manage their resources to get maximum utilization. The Management team was able to do better Forecasting and Budgeting due to visibility of :

    • Prospects
    • Service Pipeline
    • Customer Billing and Outstanding

FAST FACTS

  Business Need
  • Increasing Customer Base
  • Increasing Competition
  • Need for On- Demand Services
  • Preventing Loss of Customers
  • Service Delivery
  • Customer Support
  • Invoicing
  Solution Features
  • Browser based
  • Distributed architecture
  • Customer Enquiries & Quotes
  • Contracts & Invoicing
  • Service Delivery &, Customer Support

  Technology
  • Platform: J2EE on Red Hat Linux
  • Software: Apache, JBOSS, MySQL
  Benefits
  • Increased Customer Satisfaction
  • Management Control over Sales, Service and Delivery
  • Better Forecasting and Budgeting