CIToxLAB ensures customer satisfaction thanks to Salesforce

Since 40 years, CIToxLAB group offers a large range of services to many actors of pharmaceutical industry, biotechnological firms, chemicals, agrochemicals and cosmetics all over the world.

Their expertise and the quality of the studies realized at CIT permitted many clients to obtain positives answers to their products by regulation agencies such as EMEA, FDA & MHLW.

Project main objectives

  • Deploy a fully customized CRM solution in a short delay
  • Define, structure and optimize sales processes
  • Reply to users groups on their specific expectations
  • Face competition against large companies by limiting DSI’s investments and intervention

Selected approach

Customer Care service is at the heart of CIT’s philosophy. CIToxLAB engages itself to an engagement of high level scientific and technical expertise. Since 2009, 100% of their reports have been delivered on time. Nevertheless, in spite of an excellent Customer Service, both Direction Board and IT identified that, due to the large activity growth and the sales team reinforcement, existing tools and processes would not remain in half anymore.
For example, the CIT’s prospects and clients basis was still under control of each Business Development Manager. A collaborative tool would have offered a more efficient monitoring of commercial opportunities and a stronger reactivity to customers expectations.

CIT was engaged in a strong desire to provide an excellent Customer Service but their processes and solutions were obsoletes. Without a customized CRM solution, some opportunities were about to be lost and the delay of customer response would be increased in opposition to CIT’s Customer Satisfaction criteria.

Results

DEVENSON followed the very ambitious CIT’s goals in terms of implementation and training by providing a fully operational customized platform (within 6 weeks) and a reactive and well appreciated by users post implementation support.

Testimonials

guimet Keys of success : a strong analysis of needs, a powerful tool, the quality of service and motivated users.guimet1

Laurent PAON,
Information Systems Director, CIT

 
guimetAfter a process review, DEVENSON integrated our technical and scientific problematics and succeed to customize the new tool accordingly. The tool, the responsible of training and our users took care of the rest.guimet1
 
Hugues MOISSON,
Sales Back Office Manager CIT
 
Visit their website CIToxLAB