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Wednesday, February 7, 2018

Dunlop Tyres Reaches New Heights With Infor

Dunlop Aircraft Tyres manufactures world-class aircraft tires — and it has done so for more than 100 years. Today, the company holds the unique status of being the world’s only specialist manufacturer and retreader of aircraft tires.

In a recent interview with Stuart Hawker — Dunlop’s Head of Marketing and Business Intelligence — made it clear that the company is equally committed to providing quality customer service of the highest standard as well. Stuart shared how Dunlop is avoiding common pitfalls through its investment in Infor CRM.

He started by outlining some of the challenges the company faces:
  • a globally dispersed sales team.
  • the company is growing, and
  • because of the global nature of its business, the company had dispersed data sources that made it difficult to create a single, accurate picture of the customer.

The company looked to Infor to help them deploy a CRM platform that would provide better control of their data and create a single version of the truth that would enforce a more consistent approach in sales and account management.

Stuart singled out the Infor CRM Xbar in particular for the way it allows sales personnel to perform key CRM tasks without leaving Outlook. Easier access simplifies the entry of clean, consistent customer data that is the foundation for richer and more relevant customer engagement. Other features such as intuitive, user-friendly screens and streamlined workflow also help improve utilization by sales teams that would otherwise continue to rely on paper-based or Excel-driven practices for recording and tracking customer interactions.

Dunlop’s experience with Infor CRM is compelling evidence that it’s possible for a global enterprise to create the consistent and extendable sales processes and develop a single, accurate, and up-to-date picture of customers and their evolving needs – despite the challenges of a globally dispersed workforce and client base.

To read more of the interview, watch webinars, and learn more, visit the Infor Customer Experience Suite blog.

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