Pilkington Australia Ltd.

Pilkington Australia Ltd. is the Australian market leader in the Australian glass industry. Pilkington is a large-scale manufacturer of glass and glazing solutions for the building, automotive and technical markets. The company employs 900 people Australia-wide and has a 115-member strong sales force.

The Need: Pilkington’s marketplace is increasingly competitive and it needed a CRM solution to better communicate and support its customer relationships.

Since the implementation of Sage SalesLogix, the application has had a profound impact on the entire organization.

"There has been a recognized improvement in all communications between sales staff and management," said Ms. Cox. "The most notable results have been enhanced communications and relationships with customers."

"On a day-to-day basis, the sales teams are more efficient and effective when dealing with customers and have greater accessibility to customer records."

Another major benefit is the increased professionalism across the entire organization.

"When we initially considered an eCRM application, we focused solely on the sales staff and sales management benefits that the application would provide," said Ms. Cox.

Following the initial installation, Pilkington also has implemented Sage SalesLogix in the company's credit and technical services departments. In addition, the company plans to incorporate various members of the production team.

"Sage SalesLogix is ensuring we maintain an organizational-wide customer relationship focus," said Ms. Cox.

Pilkington is currently looking at the feasibility of implementing Sage SalesLogix throughout the company's operations in Europe and the UK.