ISMA AG

Tailor-Made Consulting

ISMA AG was looking for a new customer relationship management (CRM) system to strengthen its B2B communication and accelerate processes.

It had to be a system that every stakeholder could access and that could be used to easily answer relevant questions: Which branches are there and what is the local density? Which employee in which branch has already completed which training course?

Previously, there had only been one central Access database on the computer of a single employee. If someone had a question, this employee was contacted by phone or e-mail. She then did the research and answered the question, which took a lot of time and effort – both manually and in terms of communication.

She could also only be reached during statutory working hours, which considerably slowed down the growth of the company's franchising model.

Implementation of a State-of-the-Art CRM System

The request was clearly outlined and the right system was quickly identified: Salesforce Service Cloud was to be implemented.

Salesforce is rightly the market leader in the field of customer relationship management. The data records to be migrated to the system did not contain direct customer data, but rather data of the franchisees and their employees. It was therefore a B2B CRM project because ISMA AG deliberately does not store any customer data in the umbrella company's CRM system. This data is collected by the local terzo hearing centres and managed there in compliance with data protection regulations.

In order to drive the project to success with determination, dotSource set up Salesforce Service Cloud and processed the existing, locally hosted data accordingly before migrating it to the cloud. Once this was done, the employees of ISMA AG were thoroughly trained in using Salesforce Service Cloud.

Acceleration of Queries

Thanks to the new customer relationship management system, queries can be made significantly faster – 24 hours a day, seven days a week.

Salesforce strives for intuitive usability and a responsive design so that the CRM can easily be accessed with mobile devices, making it possible to retrieve data. The new, flexibly scalable CRM system will facilitate the sales activities of ISMA AG and support the company in its further growth so that even more franchisees can provide excellent hearing aid services and help people learn to hear again.

Hearing loss affects millions of people: In Germany, one out of seven adults is hard of hearing – among those over 65 even one out of two. The earlier people accept this sensory loss, the better – and the better a hearing aid acoustician is organised, the more professional the help.