The customer at the center to improve business results
Butangas has made vtenext the control center for all the applications used in the company and, thanks to its features, it has been possible to offer customers a top-level service, significantly increasing Customer Satisfaction.
BUSINESS AREA
For 75 years, ButanGas has been a leading company in the LPG distribution sector and, since 2019, has also entered the free electricity market. Thanks to its 15 branches, 15 operating units and 9 storage and bottling plants of the product, the company is able to supply private and business customers throughout the national territory.
INITIAL NEEDS
The company was looking for a system that could act as a command center, a connection point between all the tools already used internally, including two management systems, in order to constantly improve the service provided to their customers.
Furthermore, the need was for a system capable of:
- Managing the technical aspect
- Managing the commercial part
- Ensuring multi-platform customer management.
The final requirement was to have a system able to automate, digitize and speed up internal business processes, including contract management.
vtenext has been implemented and integrated with the existing management systems in the company, the switchboard and the digital signature system used by ButanGas. It acts as a real control center capable of centralizing all types of information and making every interaction with customers easy and fast, so as to exponentially increase customer satisfaction and the level of service offered.
The process leading to the signing of the contract has also been automated. Everything supports the sales department, which, despite the automation, remains central and retains an important supervisory role.
Other features implemented in this project, in order to make the tool as user-friendly as possible and, consequently, to provide top-quality service to customers, include: shared calendars, customized visibility per user, division of registries and functionalities for business units, PDF Maker capable of automatically producing personalized and compiled PDF documents, and an internal manual.
The Implemented Process
The implementation of this process, developed thanks to the capabilities of the BPMN engine present in vtenext, has been designed to fully optimize and digitize the process that leads to the signing of the contract. It all starts when a commercial creates a specific opportunity. Following the filling of some fields, the system performs automatic calculations based on a series of parameters, analyzes investments and interacts with the user to ensure the operation is sustainable.
The various documents that make up the contract are then automatically generated and filled in. For the signature, managed and made legally valid thanks to the integration mentioned above, the system offers three options:
- Remote signing with contract sent by email
- Signing in the presence of the commercial
- Contract printing, signing on paper, and uploading the contract in PDF.
Once the contract has been signed, the process of approval and internal checks continues, which will be concluded with the automatic generation of the customer’s personal data and contract both in the CRM and in the management system, and the sending of the contract to the customer with the informative manual attached. The reference branch will be automatically notified of the successful outcome of the process and will take care of scheduling the necessary activities and tracking them in the CRM.
Benefits
- Improvement of Customer Satisfaction
- Centralization of information
- Digitisation and streamlining of procedures
- Constant monitoring of the status of each customer and contract
- Reduction of company silos