Distributor Finds ACCPAC CRM Pure Gold
Boasting ‘value-added service’ as its competitive differentiator, tight communications management is imperative for IT security distributor, WhiteGold Solutions - both upstream to vendors, and downstream to resellers and end-users.

Until recently, WhiteGold managed customer information and sales campaigns through an ACT! database, a Sales Force Automation (SFA) offering from Best Software.

However, when expansion brought new offices in Sydney and Melbourne, plus mobile and home-based workers, the company decided to extend beyond SFA to full Customer Relationship Management (CRM), including marketing automation and client care capabilities.

Dominic Whitehand, WhiteGold’s managing director, said, “Telemarketing creates leads for the channel, boosts our value proposition to vendors, and is where we represent our partners to endusers.

So it’s essential that we appear efficient, informed and consistent across all customer-facing operations, including sales, marketing and service.

“Importantly, we wanted to be able to dynamically link any sales, marketing or service information sent or received to customer files, so that our telemarketers had the most up-to-date customer information, wherever they were based. Plus we wanted to be able to collate disparate campaign results quickly, on demand.”

Jonathan Odria, WhiteGold sales director, added, “As we’re undergoing rapid growth, it is also critical that we can forecast and map growth with confidence. So, we wanted to be able to track compliance with service agreements, and report on product sales, at any time and from any perspective that we required.”

Solution
WhiteGold recruited experienced systems integrator, to deliver an affordable system that would improve workflow and information management, and enable flexible reporting for more effective strategic planning.

After evaluating seveal options for medium-sized businesses, WhiteGold installed ACCPAC CRM™