Company underlines SageCRM’s capacity to build and support long-term customer satisfaction and loyalty during MECC ‘10 event

June 01, 2010

The regional call centre industry is witnessing significant expansion amidst the ever-growing demand for customer service and support, and many of them are looking to leverage new trends and technologies in call centre solutions, said Sage Software, the leading global supplier of ERP, CRM and HRM solutions to medium and large organisations. In line with this, the company marked a significant presence, along with new Customer Relationship Management (CRM) partners Pan Cyber and Voxtron, at the recently concluded ‘Middle East Call Centre ’10’ (MECC ’10) Conference and Exhibition in Dubai, where it underlined the capacity to build and support long-term customer satisfaction and loyalty of its ‘SageCRM’ solution.

The regional call centre industry has witnessed minimal setback from the global economic downturn, thanks to the foresight of majority of the companies to focus on customer retention tactics rather than risk sacrificing the level of customer care. Effectively addressing this specific goal, ‘SageCRM’ can make critical information for call centres - including service requests, call and escalation history, interactions, multiple contacts, support cases, email, and sent and received documents - easily accessible, thereby facilitating the quick resolution of issues and extensive cross-sell or up-sell opportunities. The solution can also help call centres shorten sales cycles and close deals faster by providing a complete 360º view of vital customer data and automatic distribution of leads.

“After dodging a massive hit from the global economic meltdown, the region’s call centre industry has proven its maturity and forward-looking approach towards strategic growth amidst tremendous challenges,” said Reggie Fernandes, Sales Manager - Gulf Region, Sage Software. “During our participation at MECC ’10, we have met with top officials of leading call centres in the region, primarily decisions makers, who remain focused on leveraging the latest available technologies to maintain and exceed their current performance. We were successful in initiating relationships with key client contacts, and we are planning to leverage this by ensuring that they reap the benefits offered by ‘Sage CRM’ in growing their business.”

Incorporating industry-leading technology to foster better business practices and effortless information exchange throughout the organisation, ‘SageCRM’ is an easy-to-use, fast-to-deploy, feature-rich, low-cost, Internet-based CRM solution designed to introduce the real benefits of CRM. Adopting the software can empower companies to make the most of every customer interaction and maximise business opportunities and customer satisfaction through fast and convenient access to critical consumer information. Providing comprehensive, easy-to-use tools to successfully manage consumer relationships, ‘SageCRM’ allows users to quickly analyse, manage, and synchronise sales, marketing and customer care activities across all points of contact, thereby giving them a crucial competitive advantage. In addition to the call centre industry, ‘SageCRM’ is widely used for different businesses in the banking, construction, real estate, and retail sectors.

“By allowing regional call centres to run their business their way, ’SageCRM’ holds tremendous potential to help not only call centres in the region but companies in other industries, which experienced stronger drawback from the crisis, in their customer retention efforts and other initiatives targeting growth. We have designed this CRM software to promote complete flexibility, and we are expecting many call centres in the Middle East to appreciate this, adopt the solution and contribute in maintaining the industry’s impressive growth momentum,” concluded Fernandes.

“Best Service Performance Brand” award in large business category

Dubai, UAE; April 7, 2010: Pure Gold Jewellers announced today (April 7) that it registered an 85% increase in diamond sales in the first quarter of 2010 compared to the same period last year.

The announcement comes at a perfect time for the company as it received its “Best Service Performance Brand” award in the large business category for the third consecutive year under the Dubai Service Excellence Scheme (DSES) of the Dubai Department of Economic Development.

“This recognition becomes a special icing on the cake as we registered an 85% increase in diamond sales in the first quarter as compared to the same period last year,” announced Pure Gold Jewellers CEO and Managing Director Karim Merchant.

The younger Merchant and his father, Firoz Merchant, Founder and Chairman of the Pure Gold Group, accepted the award from HH Sheikh Maktoum bin Mohammed bin Rashid Al Maktoum, Deputy Ruler of Dubai, at the awarding ceremony held at the Grand Hyatt honoring businesses that offer excellent service to their customers.

Pure Gold Jewellers emerged as the top winner from over 100s of shops that were audited for maintaining good customer service standards across all outlets during the 2009 cycle of the award programme. The outlets in Deira and Bur Dubai were also adjudged as the “Best Service Performing Outlet” in the jewellery category.

“We are extremely honored to receive this recognition for three consecutive years. This means so much to us because customer service is always our priority. We are committed to give our customers the best possible experience in our stores and our staff are trained to do just that. We would not have won this award without the dedicated efforts of our team and, of course, our valued and loyal customers,” said Mr. Firoz Merchant.

“I would also like to express my gratitude to the Dubai government for this initiative because this award supports businesses and recognizes their contribution to the overall shopping experience of every visitor to Dubai and its residents,” added the founder and chairman.

Pure Gold Jewellers, established in 1989, is one of the fastest growing jewellery houses in the UAE, with 75 outlets across GCC. It has become a favorite among customers for its lifetime repair and exchange guarantee policies, and 100 per cent certification for all products.

“Excellence and innovation are the two pillars on which Pure Gold Jewellers has been built. We capitalize on these aspects which we also instill in our staff. Our success is also their success so they are an important part of this award,” further said the CEO and managing director.

The DSES is an initiative aimed at promoting excellence in customer service standards and recognizing businesses that provide excellent service for their customers. This scheme is suited to all businesses, especially businesses from the service sector where customer service is the single most differentiating factor between the business competitors.

The scheme shall emphasise the importance of a conducive, clean, orderly and well-maintained business environment. The ability to provide excellent customer service is largely dependent upon the attitude, knowledge and competence of frontline and back-office staff, which in turn is dependent upon their skills and the management’s commitment to training and development.

The program is designed to differentiate businesses through a reputation of service excellence based on customer-focused and quality driven culture.

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