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Press ReleasesCAS genesisWorld user receives the CRM Best Practice Award OKI awarded for exemplary customer management
Karlsruhe (Germany), November 6, 2008. OKI Systems (Deutschland) GmbH, the business printing solutions and output management specialist, has won top honors in this year's CRM Best Practice Award in the category of "CRM deployment." OKI received its award yesterday evening at the CRM Expo in Nuremberg. OKI is now the sixth CAS genesisWorld user to have won the CRM Best Practice Award since 2003. KIM ensures successful CRM deployment In order to establish KIM – the new customer relationship management system – in house, OKI Systems (Deutschland) GmbH, the market leader in A3 color printers, has gone on the offensive: a charming smile is therefore the key to success. The Düsseldorf-based company implemented a model that provided staff with information about the CRM deployment through an internal advertising campaign using brochures, posters, banners, project plans and information sessions. In so doing, OKI – as one of Europe's largest manufacturers of business printing solutions as well as output management services – has succeeded in impressing its employees with the benefits of the system and involving them emotionally. Through professional project management and appealing packaging, those responsible for CRM at OKI have achieved a high level of user acceptance across the board. After just a few months, there have been significant improvements in the data platform, benefitting not only those working at the office, but also members of the sales force who can now access data while on the road. Customer orientation as a company strategy The aim of deploying customer relationship management (CRM) was to increase customer loyalty and retention using a "360 degree customer view," thereby placing the focus on the customer. "Only those who know their customers can successfully meet their needs," emphasized Torsten Tauber, CRM project manager at OKI, at the CRM Best Practice Award ceremony. "The competition never sleeps, and the printing industry has become far more competitive over the last few years. Through improved customer service and customer orientation, appreciated by the customer, as well as the implementation of smooth, efficient processes, OKI has managed to stay one step ahead. The management board has supported this project from day one and has incorporated customer orientation through the deployment of CRM into its company strategy." A structured approach as a guarantee for success Structuring the approach into phases and cycles has
ensured ongoing improvements in customer management: workshops were set up to
check and agree the developed processes with the key users from the respective
departments and then incorporate these processes into the system. OKI has used
this procedure to develop the functional scope of the CRM solution. "You cannot
implement CRM with a sledgehammer. Through advanced workshops and the downstream
deployment of new functions, we have managed to continually increase the
acceptance of CRM among our employees," explains Torsten Tauber. Background: The CRM Best Practice Award This prestigious award should make the business community even more aware of customer relationship management (CRM) and the positive impact it has on employees, processes and organization. In the category of "CRM deployment," companies are distinguished who have almost or just fully deployed CRM and who can show initial success. The trade journal acquisa and the CRM- expo give the CRM Best Practice Award every year to the most successful CRM projects. The panel of experts judges all entries and then invites the six best to the final. This year the panel comprised the CRM experts Georg Blum, Andrea Campbell, Dr. Christian Huldi, Frank Naujoks, Prof. Marco Schmäh and Prof. Peter Winkelmann, and was chaired by Raoul Fischer. About OKI OKI Europe Limited is part of the OKI Data Corporation.
OKI has a large number of subsidiaries in Europe, the first of which was founded
in Germany in 1974. Today, OKI Europe is represented in 17 countries across the
European Union and Central Europe. It also has a production facility in
Scotland, which is responsible for configuring printers and faxes for the
European market. This facility has received multiple awards from independent
bodies, the most recent of which was "Quality Scotland Award." OKI Europe, based
in Hounslow, England, is the administrative headquarters for all European OKI
subsidiaries. Since OKI first came on the European market more than 25 years ago,
it has grown from strength to strength and is now the second largest page
printer manufacturer in Europe. Contact for information
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