A Collaboration with Höganäs
A sharp eye on global
customer relations
When Höganäs, producers of iron and metal powders were looking for a tool
to streamline their vendors’ work, the choice fell upon Microsoft Dynamics
CRM. Previously, four different systems were used to manage all the
information regarding sales statistics, sales controls, complaints and customer
service. A time-consuming task for vendors working globally.
“Now we can do
things that we didn’t
think were possible
a year ago”
Ralf Carlström, Global Sales Director
Höganäs
“We want to compile all the relevant information for the vendors in one place.
We will benefit from this in the long-run,” says Ralf Carlström, Global Sales
Director at Höganäs.
Why Stratiteq?
The Challenge
“Stratiteq presented a solution based on
Microsoft Dynamics CRM that met our
requirements. They also made a
professional impression and were able to
provide good references for us to
contact”.
Over 200 years after the nobleman Eric
Ruuth began coal mining in Höganäs, the
company with the same name has expanded globally. Höganäs sells iron powders
to operators in the automotive sector and
food industry and the accompanying peripheral services that aim to streamline the
customers’ production.
The headquarters remain in Höganäs,
Höganäs AB was founded in 1797 and is now one of the
world’s leading suppliers of iron and metal powders that
are used for example when manufacturing metals. The
company for soldering and welding as well as air and
water purification manufactures pressed powders for
producing components within
but the company has long outgrown the
southern Swedish soils. As a global
company, large requirements are placed
on sales organisation.
– “When we looked at a new CRM
system, one condition was that it would
work globally. If we have a solution that
works on one market, we want to be able
to easily implement it elsewhere in the
world,” says Ralf Carlström.
Höganäs AB is listed on the Stockholm Stock Exchange
and in 2013 it automotive and consumer products
industry had a turnover of SEK 6.4 billion. The group
employs 1,722 people.
There were limits to the old CRM system
that had been in use since 2007. To
obtain a comprehensive picture of the
customers’ situation, you needed to log
in to four different systems.
– We wanted to make things easier for
our vendors. By improving efficiency,
more time can be spent on the right
things and therefore create better value
at Höganäs.
The Solution
Höganäs were looking for a CRM system
that could gather all the information
regarding sales statistics, sales controls,
complaints and customer service in one
place. Stratiteq and Microsoft Dynamics
CRM combined what the project group
wanted in terms of performance,
flexibility and user-friendliness.
– User-friendliness is particularly
important for such a project. In order to
succeed, it also must be used by the
people who will benefit from it – the
vendors.
The launch schedule for the new CRM
system was tight. In May 2009, the
decision was made for the investment
and in November that year, it was to be
implemented on the European market.
The Result
The schedule was maintained and Ralf
Carlström quickly received a positive
response from the 250 users.
– “The users think that it is a helpful tool
that makes their work easier. They don’t
just use it because management says that
they have to”.
The fact that Höganäs and Stratiteq
successfully gathered such large amounts
of information and functionality in one
system amazed Ralf Carlström.
“The development of the CRM system
has been fast and many positive
possibilities await those who are used to
working with an older model.
– With this system, we can do things that
a year ago, I didn’t think could be
possible,” confesses Ralf Carlström.
The increased efficiency has led to
higher quality in all areas, from sales to
customer service. Once the solution has
been fully implemented, it will also cover
supplier management and customer
enquiries unrelated to standard products.
After a hectic period, Ralf Carlström can
now heave a sigh of relief.
– “We stuck to the schedule and all the
project groups felt that it was good to
work with Stratiteq. We chose the right
partner”.
- ”There wasn’t much time, but Stratiteq
said that they had faced tougher
challenges. We had to trust them”.
“By being more efficient our vendors can
spend more time on the right things”
Gustav Adolfs torg 10 A | 211 39 Malmö, Sweden | 040-642 98 00 | www.stratiteq.com
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