For CAD2M, Vicus implemented Vtiger back in 2012 and linked to King. CAD2M manages inventory, uses tickets and the customer portal.
As part of an integrated plan of action, Vicus, at the intersection of automation and organizational development, made a thorough inventory of the work for the employees and partners and the systems they used. To this end, Vicus organized, among other things, in-depth workshops and information sessions in a training room at CAD2M.
The entire company was actively involved in the problem and the solution. Vicus' advice included the detailed determination of all data sets that should be leading for objects and the determination of all workflows, authorizations and processes to be implemented.
Employees feel closely involved with the "end product
An important advantage of the current working method is that the employees again feel closely involved with the 'end product'. They still have a lot of freedom of action but also more appreciation for their personal added value.
As a result, both efficiency and job satisfaction were significantly increased and an important culture shift based on teamwork was realized within CAD2M.
The challenge of CAD2M
Within CAD2M the customer is central with his processes and based on that give good advice and quick processing of customer data. Due to a rapid growth in the number of orders and employees, CAD2M previously paid little attention to the internal work processes with an efficient coordination and exchange of administrative and project information.
In addition, specialist knowledge was not shared enough, which meant that some of it was at risk of being lost, not least because knowledge gained at a customer's location could only be made available to colleagues after the project was completed. This combination of factors resulted in 'islands', a lot of double work and a lack of clarity and had a negative impact on the efficiency and job satisfaction within the company.
Phased approach
Because this was a complex and organizationally drastic project, a clear division into successive phases was chosen.
- almost fully automated and integrated information exchange.
- Online access to operational data for employees.
- transparent working methods for everyone and only one-time recording of customer-related information.
- cultural change based on decentralized working, knowledge sharing and a strengthened "we" feeling.
- Demonstrable efficiency gains.
After the implementation, Vicus supervised the employees intensively in the use of the solution. The system administrator was trained so that he can now perform various technical activities himself and add functionalities.
Phase 1: Setting up customer relationship management
In the first phase, Vicus advised, developed and implemented a solution that enables every employee to request and process all relationship information (about customers and leads) online. And with each employee being responsible for the process from lead follow-up to the preparation of the first (project) invoices.
Phase 2: Integration of sales and financial administration processes
In the second project phase Vicus advised CAD2M on the integration of the sales processes and the financial/administrative processes. Vicus then provided the development and implementation of the necessary software including the open source software vtiger CRM.
Phase 3: Linking back office King
In phase 3, Vicus linked vtiger to the existing King software. As a result, customers are automatically included as Debtors in the King administration and invoices created in vtiger are automatically booked in King. Payments registered in King are transferred to vtiger. CRM is thus leading for customers and invoices. King is leading for the payments.
Phase 4: Optimizing customer service
In phase 4, CAD2M optimizes its customer service by working with Vicus to implement the vtiger customer portal. Customers can now report issues 24/7 and view the status of the issues reported.
Phase 5: Implement warehouse and inventory management
For CAD2M, it is the complete solution for our warehouse and inventory management. For example, it is now possible for us to enter items into different warehouses. We can then manage inventories by recording goods receipts, issues and rebookings from one warehouse to another."
- Inventories were previously maintained in separate system
- As a result, when creating a sales order in vtiger, there was no insight into the product stock
- Partial deliveries can now be made
- Synchronization in item numbering between King administration, vtiger and other systems
Various scenarios tested
"Before we started working with the vtiger Warehouse Management module, we first tried out a number of scenarios together with Vicus in a test environment. We did this to get everyone on the same page internally and to determine which working method is best for our organization."
Overview of incoming and outgoing goods
"The Warehouse Management module within vtiger gives us a complete overview of expected incoming and outgoing goods. This allows our warehouse staff to work in the same system as the rest of the organization."
Partial deliveries clearly administered
An additional advantage for CAD2M is that we now have a much better insight into partial deliveries. Creating deliveries is an additional part to the standard process of sales opportunity-offer-sales order-invoice of the vtiger sales funnel. A delivery can be added after a sales order or invoice and represents the actual delivery to the customer.
With the Warehouse Management module CAD2M can record that a part of the sales order has been delivered. When a delivery is created, issues are automatically created as well, updating the stock. A side benefit of capturing deliveries is also that packing slips can be sent along with a delivery using PDF Maker.
The ability to deliver orders in parts helps us serve the customer better and faster. A product arriving later in our warehouse does not have to stop the whole delivery. We were already able to deliver in parts, which was not a problem. The process has now become much more transparent for us. This gives us more control over the process instead of being dependent on people".
Integration with all relevant vtiger modules
The Warehouse Management module is integrated with all relevant vtiger modules such as sales orders, products and invoices. The big advantage of this is that an overview can be requested from each of these modules and the right actions can be performed.
For example, from a sales order CAD2M can see how many products are available - they can then be delivered, are on order, are not available - they can then be ordered - and which products have already been delivered or invoiced. Based on this available information, CAD2M can make the right decisions.
Ease, speed and overview
"Finally, I would like to point out that we can now also see how the stock was created with a product. In short, the vtiger Warehouse Management Module CAD2M gives us more overview so we can act faster. All the separate systems we use for keeping track of stock have become superfluous with this vtiger solution".
'Warehouse management' within Vtiger CRM consists of 7 components:
- Warehouses
- Warehouse Transitions
- Issue Card
- Receipt Card
- Stock impact
- Stock results
- Delivery notes
