Tekniska verken & Bixia, with their headquarter in Linköping, ease the everyday live of around 300,000 private and corporate customers, by offering a wide range of products and services in electricity, lighting, water, district heating, district cooling, energy efficiency, waste management, broadband and biogas. Together with their customers they drive the change towards their vision – to build the world’s most resource-efficient region.

Starting point

Like many other companies looking CRM system Tekniska verken suffered from having their customer information scattered in different places and in different systems. And also, there was no good and efficient way to handle support tickets that came from their customers.

As a result, they could not conduct the marketing campaigns and sales initiatives they wanted, because they did not have full control of their customer base.

Needs

The purpose of a CRM system was to implement a group-wide CRM system to manage sales and customer support, that included all customers of Tekniska verken.

With everything gathered, they could take full advantage of a CRM system by having ticket management and thus have one gathered view of their customers.

Tekniska verken also wanted to be able to make smart segmentation (different customer groups, customer consumption, who is the account manager, and so on), create campaigns, do send outs, and follow up campaigns and send outs.

Thanks to the flexibility of the system, they finally chose Lime CRM. The project started in January 2011 and covers both sales and ticket management for more than 600 employees.

Why Lime CRM?

  • Saved a lot of time by having all the information in one place.
  • Can easily get an overview of all customers, and thus make effective campaigns to the right audience, with the possibility of integrating to the mailing tool Apsis.
  • Customers’ email are automatically put into Lime CRM, where they are distributed to the right person.
  • Effectively manage approximately 55 000 support tickets per year and make sure they get solved in time.
Lime CRM logo
  • With smart checklists we’ve been able to standardize the solution of a variety of ticket types, thereby reducing response time and increasing quality.
  • Smart connection to the billing system “Billing”, and a few other systems.
  • Through Web service, we have been able to develop both “My Pages”, and our internal website for internal ticket management according to our graphical profile.
“The belief in Lime CRM is huge within the group and it keeps coming new proposals and ideas for new fields of use.”
Roger Bergström, Project manager, Tekniska Verken i Linköping & Bixia

Results: A CRM system that continues to develop

Tekniska verken have a good management plan which means that they are constantly developing their Lime CRM solution. That creates even more benefits for the employees. Since the spring of 2014 the CRM solution at Tekniska verken includes a all the employees, Lime BI (Business Intelligence solution that displays statistics visually), internal support tickets such as improvement suggestions and a integration to Google maps.

Want to know more?

Want to know more about the hut Tekniska verken & Bixia succeeded with CRM? Just call Svante! He can answer all of your questions.

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Svante Holm

Svante Holm

svante.holm@lundalogik.se
+46 707-38 51 85