Unified Sales and Service Transformation with InforCRM
Share Story
Headquarters
- UAE
Business Size
- Enterprise
Industry
- Heavy Equipment, Engineering Services
Technologies
The Client
The company needed a centralized CRM to unify sales and service processes across its Middle East dealerships. Their teams did not have a shared view of customer interactions, which affected coordination, visibility, and efficiency.
Challenges Faced
- Different tools across sales and service teams made it hard to work together.
- Sales and services used separate tools with no data sync.
- The lack of a complete customer view hindered upselling and proactive service.
- Service cases were not integrated with equipment history.
- Leads were not consistently tracked to closure stages.
- Service requests were manually assigned and hard to prioritize.
- Quotes and orders were managed outside the CRM tools.
- Sales leadership had limited visibility on performance.
- There were no reminders for follow-ups or SLA breaches.
- Manual reporting delayed decision-making.
- Low CRM adoption was due to poor usability and fragmentation.
Ambit’s Solution
Ambit implemented InforCRM to link sales and service processes.
- Account, lead, opportunity, and case modules were integrated into one platform.
- Customer equipment details were linked to service records.
- Role-based dashboards were created for sales, support, and service managers.
- Real-time notifications and SLA monitoring were set up for service cases.
- Quoting tools and product catalogs were integrated into CRM.
- Sales funnel and renewal visibility increased for managers and regions.
- Case closure workflows were standardized across departments.
- Mobile CRM was made available for field representatives and service engineers.
- Email and activity sync with Outlook was provided for sales reps.
- An adoption program was launched across different areas.
Results Achieved
- The transformation brought clarity, control, and consistency to teams that interact with customers.
- Lead conversion and quote win ratios increased.
- Case turnaround times improved, ensuring SLA compliance.
- Cross-team collaboration was enhanced through shared visibility.
- Sales forecasting became driven by data and more precise.
- CRM adoption rose significantly across various roles.
Conclusion
Ambit’s implementation of InforCRM gave the company a single view of customers and assets. This improved its responsiveness, teamwork, and customer satisfaction.