Jameco | C2CRM Case Study
Jameco’s C2 Integration with JD Edwards Yields Success
Electronics distributor improves customer service in real-time using CRM
Jameco Case Summary
Jameco Electronics, known as a comprehensive direct marketing distributor for high-quality electronic components and computer products, has chosen C2 CRM fom Clear Technologies to integrate its back-end JD Edwards system with its eCommerce web catalog. Specifically, Jameco wanted a CRM solution that would fully integrate product pricing data generated through JD Edwards with their intuitive on-line catalog offering – an eCommerce catalog providing better customer service and value pricing. Equally important, was the issue of email compatibility with Microsoft Outlook. The two systems needed to be able to transfer company records and email between each other successfully and in real-time.
In 2002, a new Jameco Electronics management team committed to growing the company 30% per year and to do this they needed a simple CRM solution with a robust customer contact system. Jameco took a hard look at their business model where they found 65% of profits were being generated by existing customers and of that, 50% or more were being dropped off. Jameco decided to make a change and looked at a CRM solution for their Inside sales reps – a product that had a simple interface, would complement their IBM iSeries Server as well as interface with Notes e-mail, integrate with their existing JD Edwards ERP solution, and be easily deployed with Microsoft Exchange/Outlook.
“We chose C2 because it is a complete CRM solution that we can tailor to meet our requirements,” said Doug Dolge, IT Director for Jameco Electronics. “Its JD Edwards ERP and Microsoft Outlook integration made C2 a perfect fit for our business requirements.”
JD Edwards/Microsoft Outlook Integration
Other areas of importance key to Jameco’s CHM wish list included a solution that had the ability to manage pending quotes and opportunities, direct sales staff to prospective leads, manage and track the success ratio against opportunities, capture profiling data and run reports from that data, send introductory letters to prospects without manual keying data and the ability to view sales products, buying patterns and dollars spent.
“The JD Edwards integration piece of the solution was very important because we had over 100,000 customer records in this database with multiple contacts that needed to be successfully transferred into C2,” said Dolge. “Our sales reps needed the capability to quickly turn quotes into orders. We also wanted a central repository for our product data that could be accessed by our multi-channel selling organization.”
Jameco Electronics chose C2 CRM because it had a simplified interface and was easy to implement. C2 revealed itself to be a better choice because it integrated with both JD Edwards a11d Outlook, and the price was far less than other CRM packages on the market. “We’re very close Lo real time integration with C2 in the following areas:” said Dolge, “quotes fom C2 with pricing from the JD Edwards’ database, and appointments, email, and tasks being synched between Outlook and the C2 data base.” These two areas are imperative for Jameco’s overall goal of trying to improve customer service.
Our vision for C2 in the future includes Batch integration where C2 pulls information from JD Edwards on the fly – everything from customer demographics changes to product updates to the implementation of automatic marketing campaigns.” said Dolge. “We would really like to get good at writing workflows to better manage our marketing campaigns where the system intuitively calculates who should be included in a specific campaign and launch the tasks needed for campaign success.”
Another area of interest for Jameco is its plan for using the Analytics available within C2 to actually determine what products and services are more profitable to sell and what kinds of companies they can market to gain new business revenue and meet their aggressive plans of growing the business 30%.