Customer Success
Audaxium's first customer was Javelin Technologies Inc., an MCAD software value added reseller based in Oakville, Ontario, Canada. Javelin was looking for an integrated, web-based business system to replace their eclectic collection of business applications and support them as their business continued to grow.
The Challenge
Javelin needed to be more effective in a service-oriented business, and they needed a business platform that was more than just cursory interfacing between accounting and CRM functions. Javelin needed to leverage a single customer record across the whole organization and seamlessly generate leads, move a prospect into a customer and provide support all in one system. Javelin was also a QuickBooks business and had reached the limits of it's functionality to create quotes and forecast their sales.
The Result
Javelin carried out a thorough investigation of CRM business systems currently on the market and chose NetSuite based on it's ease of use, accounting integration and sales force automation. The fact that NetSuite is a web-based system was ideal for Javelin as over 50% of their staff work from their home offices.
How do people at Javelin benefit from NetSuite..
Sales & Marketing Director - John Brown
John needed a highly productive sales force and NetSuite's sales force automation was critical to Javelin's business growth. NetSuite allows John and his team to carry out the following tasks:
- Forecasting
- Quote & Order Management
- Mass E-Mail Marketing
- Rep Activity Management
- Opportunity Management
- Sales Management
- Document Management
Customer Care Director - Karen Silva
NetSuite enables Karen to work collaboratively with the customer care support reps, providing full visibility into all aspects of the customer support organization. NetSuite provides the following benefits for customer care:
- Cut costs and improve workflow by automating the business processes associated with customer support case assignment and management.
- Route cases intelligently, enabling fast, efficient prioritization for Javelin's customer support cases.
- Save time by giving support reps all the information they need within a single, powerful application.
- Meet the requirements of customer support agreements and give Javelin customers the world-class service that will lead to longer, more profitable relationships.
Details at a glance
Company:
- Javelin Technologies Inc.
- Location: Oakville, Ontario
- Industry: MCAD Software Reseller
Challenges:
- Needed a CRM solution to support the company as it grows
- Needed sophisticated accounting
system with accounts payable and receivable integration - Needed customer case tracking
system for technical support - Integrated forecasting and sales force automation
Software switched from:
- QuickBooks, Goldmine and other internal systems
