Fuji Xerox - CRM Case Study

Fuji Xerox (Australia) - "There is now a clear understanding by the salespeople and their managers as to what is expected of them and most importantly, a better sense of how the effective use of the system, related processes and skills will not only benefit them but also the company as a whole."

Fuji Xerox Australia recruited SRD Group to assist in the re introduction of a Sales Force Automation system that was not meeting expectations (CRM Case Study) and improve the effectiveness of our sales team.

Whilst there had certainly been some infrastructure issues, such as slow lap top computers, inconsistent synchronisation and the like, we felt that there were other “people” factors that were both more important and more difficult to deal with.

SRD Group had had several previous experiences of these situations and it seemed to us that they were well placed to help.

The key tasks undertaken by SRD Group were

1. Establishing what the real issues were from the perspective of the
   sales force.
2. Identifying the key changes that needed to be made to the system, processes and training to improve the effectiveness and efficiency of the sales force.
3. Defining a minimum common standard of what we came to call “best practice” and expectations across the board.
4. Putting together an effective change management process to re establish goals, expectations and return on investment measures.
5. Creating a company wide training program and finally assisting in the delivery of that training

SRD Group tackled these tasks in a thoroughly professional manner; commencing with a detailed survey of the salesforce and laying bare the true situation.

Working with the Fuji Xerox team, they put together the recovery plan, obtained top management’s commitment (vital) and then proceeded with the implementation.

The total project took about a year, but the end result is a committed management team and a sales force that has been professionally trained. There is now a clear understanding by the salespeople and their managers as to what is expected of them and most importantly, a better sense of how the effective use of the system, related processes and skills will not only benefit them but also the company as a whole.

I would unhesitatingly recommend the use of the SRD Group in similar situations.

Neil Burn
CIO
Fuji Xerox Australia Pty Ltd. 
23/2/2001