With over 1250 employees and production facilities in 15 countries including Germany, Austria, Great Britain, France, Spain, USA, Brazil, Turkey and in Asia – plus agencies in 56 countries – the Zwick name is synonymous with the highest product and service quality. This quality has earnt the organisation a leading position in the marketplace, particularly in the areas of static testing. Its extensive customer base has trusted it to supply them with superior testing equipment for many years, leading to steady growth for the business.
Relationships with a large number of customers spread throughout the world can be a significant sales, marketing and operational challenge. Zwick’s Sales & Marketing department was already using a CRM solution in the form of Microsoft Dynamics CRM 2011, which had been deployed by its partner, AlfaPeople, to oversee marketing campaigns and activities. The AlfaPeople team had also developed an efficient data exchange between Dynamics CRM and Microsoft Dynamics AX, which was used elsewhere within the company. It was a logical step on for the business to roll out the powerful and customisable capabilities of Microsoft Dynamics CRM, beyond Sales & Marketing, to service-related departments and their staff, including in contract management, dispatching, resource planning and field service.
The ambition was for Zwick to efficiently gather, store and interpret customer-related information and management data from the Sales & Marketing and Service functions into one database. This would make reporting and analysis easier and establish an ongoing holistic view of every customer, sourced from one technology application.