Kwikot, South Africa’s largest geyser manufacturer, supplies water heating systems for domestic and industrial use across South Africa, Africa, and international markets. To maintain its competitive edge, Kwikot needed to modernize its customer service processes and migrate from outdated software to a robust CRM solution.
Kwikot’s legacy CRM software was no longer meeting its business requirements, particularly in terms of workflow automation and customer service management. With their current software licenses set to expire, Kwikot faced a strict six-week deadline to implement a new system. Since Kwikot was already using Sage X3 for business management, Sage CRM was the ideal solution for integrating their customer service and workflow needs.
Kwikot partnered with Astech, a trusted Sage business partner, for the consulting, implementation, and integration of Sage CRM. Astech worked on an accelerated timeline to meet the company’s deadline, successfully migrating Kwikot to a modern CRM platform within the six-week window.
The new system delivered several key improvements:
Implementing Sage CRM enabled Kwikot to significantly enhance its customer service operations and improve overall performance. The system’s case management features have ensured that customer service reps maintain full visibility on customer issues, leading to faster resolution times and higher customer satisfaction. Additionally, Sage CRM's reporting capabilities provide key insights that help Kwikot continuously optimize its processes.
Wietz van Lelyveld, General Manager at Kwikot, praised the implementation:
“As a world-class manufacturer, we wanted world-class software to accommodate our workflows. Sage CRM has moved our business forward, especially with features that streamline processes in our call center. The system has helped us provide exceptional customer service and track performance effectively.”
Van Lelyveld also highlighted Astech’s role in the success of the project:
“Astech managed the implementation and training process seamlessly, ensuring we met our tight deadline. They gave us exactly what we needed, and their after-sales service has been impeccable. We’re now ready to expand our market share and explore the next phase of the project.”
Anthony Lipshitz, Managing Director of Astech, emphasized the importance of aligning people, processes, and technology for a successful CRM implementation:
“We worked closely with Kwikot to ensure that these three elements were in place, allowing them to drive better customer service and ensure future competitiveness.”
With the successful implementation of Sage CRM, Kwikot has streamlined its customer service operations, enhanced productivity, and improved overall business visibility. The project was completed on time and delivered tangible benefits that will help Kwikot maintain its competitive edge.
