Invests In CRM to Improve Customer Relationships
Some of VITA-TECH’s key clients had complained they felt the Company was becoming too big to care about their individual needs. Employees were hearing from some customers that they were growing out of touch with the family values on which the provider of veterinary diagnostic services was founded; an emphasis on customer care, they said, was being replaced with slower responses to inquiries as the Company grew in size and expanded into new and international markets. “Maintaining and even improving our high-level of customer care as we grow our business is our number one objective,” said Greg Brownless, Vice President, Sales & Marketing for VITA-TECH. “Coordinating communications between departments and developing processes to address customer care issues was not something we’d done anything to improve. Our veterinary clients are the life-blood of our operations so we decided to invest in CRM technology to help address some of our customer care issues before they became a problem.”
|Challenge: Improving high level customer care for a growing business|
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