Inox keeps track of customers, cases, and complaints
Stainless steel wholesaler Inox replaces slow, manual processes with digital case management, providing overview and enhancing the ability to follow up on deviations.
Inox is a stainless steel wholesaler based in Ry, Denmark. From here, the company procures stainless steel, which is then resold to the company’s 1200 customers—typically employed within the food industry.
When the handling of cases and customers received a digital boost, it was due to manual workflows having become too restrictive. Simplitize had the solution.
“It was difficult to know the status of individual cases. Often, it required a few phone calls or a trip to the A4 folder. Now, we have everything related to the case consolidated in one place, and everyone can keep track of things.” says John Søften Sørensen, CFO at Inox.
It’s great that we can store everything relevant related to the case — images, emails, documents, and more. And when we’re in Outlook, WorkPoint Express provides a quick way to archive emails directly into the case.
Better flow of management of deviations
Especially in handling deviations, such as customer complaints, internal errors, or irregularities in the supply chain, the new solution truly shows its value.
“It’s fantastic that we can store everything relevant related to the case — images, emails, documents, and more. And when we’re in Outlook, WorkPoint Express provides a quick way to archive emails directly into the case. Additionally, we benefit greatly from task management, which makes it easy to pass the case along to the next person in line.” says John Søften Sørensen.
Overview of customers
Inox doesn’t require an advanced CRM system but benefits from some of the CRM features that come as standard in the CRM module of their case management solution.
“Having all customer details in one place provides a good overview. We store meeting summaries and all correspondence related to the customer on said customers. Following up on agreements, such as payments, is much easier when the documentation is readily available.” concludes John Søften Sørensen.
Challenge
Handling physical documents in A4 folders and exchanging them between departments made it difficult to maintain an overview. Often, multiple phone calls or a trip to the archive were necessary to obtain status updates.
Solution
Inox chose to consolidate all case-related information within their case management solution. They now store meeting summaries and customer correspondence in the CRM module.
Result
With easy access to information, Inox avoids time-consuming follow-ups and swiftly locates answers to specific details or obtains a comprehensive overview of the company’s cases and customers.
WorkPoint 365 Case Management
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