Inortech Optimizes Customer Loyalty with ACCPAC CRM Based in Canada, Inortech Inc. is a raw material supplier of paint, ink, plastics and adhesives. The company also offers formulations expertise and in-depth R & D support services. Because of the volatility inherent in chemical distribution, small to mid-size chemical distributors such as Inortech have found maintaining a competitive edge challenging in a lackluster company. Constantly striving to improve customer service and increase suppliers’ visibility in the market it serves, Inortech wanted to improve access to customer credit information and other customer-and product-related data.

Its objective was to accelerate collections and better control and track sales processes.

To meet its goals, Inortech, a long-time user of ACCPAC accounting solutions, implemented ACCPAC CRM. “There’s just too much potential for human errors in customer service operations that are paper-based,” says Jean-Marc Pigeon, president of Inortech. “And with the stress of  today’s economy, we cannot afford the costs of these errors. ACCPAC CRM eliminates these costs, empowering us with fast and reliable electronic access to information and automated workflows. It ensures that each staff member is working as productively as possible, that each customer receives the best possible service and that our bottom line is as strong as possible.”

A Long-Term Commitment to ACCPAC

With the help of Implanciel, Inc. an ACCPAC Partner based in Laval, Quebec, Inortech initially implemented an ACCPAC accounting solution over a decade ago. “We have always been satisfied with ACCPAC as well as the service and support we received from Implanciel,” Pigeon says. “So when we realized the need to improve our customer service and sales support operations, I naturally turned to Implanciel for a product recommendation. They told me about ACCPAC CRM and I was convinced that it offered exactly what we needed- a way to easily create a comprehensive customer service solution that met the needs of our company as well as our industry.”

ACCPAC CRM Quickly Pays for Itself

Because Inortech’s new ACCPAC CRM system provides sales representatives with easy access to comprehensive information about prospects, customers, sales histories and products, staff training time has been dramatically minimized. In fact, Inortech hired a new sales representative shortly after implementing ACCPAC CRM and has already reaped the rewards. “By getting this individual up to speed in weeks, not months, ACCPAc CRm not only paid for itself in its first quarter of use, but actually created positive cash flow,” Pigeon says.

In addition, ACCPAC CRM has also accelerated collections for outstanding invoices. “By tracking information through ACCPAC Advantage Series and presenting it to customer service representatives on their CRM screens, we have been able to reduce our collections by an average of 10 days,” Pigeon says. “This improves our cash flow, our own credit and our ability to expand our business.”

Streamlined Operations Boost Productivity

With ACCPAC CRM on board, Inortech can store product information, including inventory and pricing, in its database and make the data available to both field sales and internal customer service representatives. The database also includes complete customer histories, including credit, sales and accounts payable data from ACCPAC Advatage Series.

In addition, new workflow processes have been created that automate existing business procedures. “By automating workflows and providing management oversight, ACCPAC CRM empowers us with the ability to promptly complete all actions required to make and keep customers satisfied,” Pigeon reports. “And,  with all information readily available at their fingertips, sales representatives can deliver unparalleled customer service and strengthen client relationships. In short, ACCPAC CRM and ACCPAC Advantage Series deliver the business management capabilities we need to stay competitive.”

About Implanciel

Implanciel is a Premier ACCPAC Business Partner based in Laval, Quebec, that helps growing companies transform infrastructure needs into business opportunities. The company offers accounting and CRM solutions as well as  a wide range of services, including process analysis, system implementation and customization, and technical support.

For more information: ACCPAC is a global provider of end-to-end business management applications for mid-size businesses. Look to ACCPAC for fully integrated software that delivers high performance, advanced functionality, cross-product integration and unmatched freedom of choice. Integrating powerful front-office Web and wireless capabilities with back-office accounting and operations, ACCPAC provides companies the solutions they need to enhance competitive advantage and increase profitability.

For more information, visit www.accpac.com