ADM Londis ASSISTS Retailers with €200,000 CRM Investment

Jun 8, 2009

ADM Londis plc, one of Ireland’s premier symbol groups has unveiled a €200,000
investment in the implementation of a Customer Relationship Management system
(ASSIST) for its Group Support Office in Johnstown, Co Kildare.

Outlining the rationale for the CRM investment, Claude Tonna Barthet, Customer Operations Director
ADM Londis, said, “The power of this system is how successfully it is facilitating greater team working within the organisation to deliver improved customer service. The greater visibility and
accountability for customer queries means that everyone feels empowered to resolve queries quicker; which in turn, leads to happier customers.”

Entitled ASSIST (Accountability, Synergy, Service, Interaction, Supreme Care and
Teamwork), the name was developed to embody the values the Group wishes its employees to display whilst interacting with Londis retailers.  The integrated IT platform, developed in partnership with iSite Solutions and Microsoft, enables faster response times and higher levels of service as the retailer is placed at the centre of the CRM model.  Information capture is significantly increased with telephones, PDA’s and Web Portal devices all captured into a single application. 

With a nationwide network of stores, ADM Londis remains at the forefront of technology investment in the retail industry, this latest investment follows a further €650,000 invested in a Voice Picking system for its Warehouse & Distribution facility in 2008.

Both investments have been taken by ADM Londis plc with the sole aim of delivering first class
levels of service to Londis retailers from both the Group Support Office and the Group’s
Warehousing & Distribution centre.

Concluding, Claude Tonna Barthet said, “By capturing data on how successfully ADM is responding to customer queries, the CRM platform provides great insight into both our retailer’s needs and also how well ADM respond to these. The capture of this information is critical to the growth of the Group, allowing Londis to move quickly to respond to the ever changing needs of both Londis retailers and the market place."

Pictured at the launch is Breege McTigue, Customer Relations Manager, ADM Londis and Fergal Geraghty, Business Development Manager, iSite Solutions 

 

« To News Archive