Jordan's National Arab Motors (KIA) boosts customer support with CRM

The announcement comes after the company decided to install a customer relationship management system that links its service centres together via a virtual private network, allowing KIA engineers and customer support staff to access a centralized database via the Internet. The project, awarded to United Business Applications, an ACCPAC Business Partner & Solutions Provider in Jordan, will be implemented with the newly released ACCPAC CRM 5.5 software.

Nihad Zacharia, NAM General Manager said: "With a web based customer relationship management software, our sales, marketing, client care including our service personnel will all have access to customers and potential clients files anytime, anywhere." He continues:"With an expanding client base across Jordan, we need such tools to ensure that KIA clients receive the best customer care available."

Hatem Salah, UBA's General Manager said that although CRM applications are relatively new to the market, Jordan's small to medium businesses are being relatively quick in adopting this technology. He comments: "Jordan based businesses understand the value of customer support and satisfaction and are keen to invest in technologies that help them deliver on their promises." He adds: "KIA motors quickly realized the value that CRM technologies bring to its customers and its level of service and support."

According to NAM, ACCPAC CRM will deliver customer service, contact management and sales cycle modules. The customer service module in CRM supports service-centered strategies such as preventive maintenance, along with seamless access to existing customers files, and hence the ability to extend service support to any KIA customer visiting any of its showrooms or service centres. "Our customer support staff will receive alerts triggered from specific customer files to signal immediate car maintenance needs relevant to each customer."

He continues that the contact management and sales cycle modules in ACCPAC CRM ensure that existing and potential KIA clients receive efficient and timely follow-ups from NAM's marketing and sales staff. The modules also allow NAM to communicate quickly and easily with its clients on any marketing promotions being launched.

Marc Van der Ven, regional manager for ACCPAC Middle East, ends: "Despite its recent entry to the Jordanian market, customer relationship management technologies are gaining fast and prominent acceptance among Jordanian businesses. This signals the eagerness of Jordanian businesses to build their competitiveness on customer-centric strategies, a competitive advantage that other and more developed countries are striving to achieve."