Dilcom Bulgaria was created in 2002 as an official partner of CITIZEN in the labelling industry (printers, labels, etc). In 2003, the company started making self-adhesive labels.
Guided by the desire for better and more adequate customer service, throughout the years Dilcom expanded their product portfolio, adding various scanning machines, labels applicators, label design software and many more. Following the trends of the market, the company also develops innovative software solutions, produces barcode-based tracking systems, RFID labels and so on.
Luydmila Stoycheva, the company’s CEO, said she divides Dilcom’s life into two parts - before the implementation of the ERP and CRM systems, and after.
"Our main focus is problem-solving. One of our biggest goals is to understand what our clients’ problems are and find a solution for them."-said Stoycheva – "Especially in the last 3-4 years, we have been trying to automate our processes and help our clients get the best product and customer service too."
What made Dilcom look for a CRM solution?
"We were a typical company – meetings on a Monday, Friday was reserved for various reports and admin things. Naturally, this meant a lot of valuable time was wasted and our operations were really slow and clumsy. This also meant that our salespeople could only travel Tuesday to Thursday, which automatically resulted in less sales." - said Stoycheva. Eventually, this became a problem for Dilcom - the lost resources, the wasted time, the missed sales.
"When our company grew, it became clearer that the Excel sheets are no longer good enough." - added Stoycheva-"When our company grew even more, we realized that our weekly report (the huge Excel table that we used for that purpose), became obsolete."
All of this led them to a conclusion – a grand one. Dilcom realised that they needed a solution that can help us deal with these (and more) problems, is good enough to process a huge amount of information, can analyze data effortlessly and can predict our clients’ needs. The solution also had to be easy to use and user-friendly so that our salespeople can get to know it quickly. "At first, we thought there is no such thing, to satisfy all these requirements!
Turns out, there is." - said Luydmila Stoycheva.
Why Salesforce and Next Consult?
I don’t trust software at all. We started looking at various solutions for us. The consultant who helped us with the ERP integration was offering another CRM system and we were also considering Microsoft for a while, and then we learned about Salesforce. My colleague was super excited after being at one of Next Consult’s conferences. I was a bit more skeptical and it took me two or three meetings to be fully convinced that Salesforce is the right choice for us.
How did Salesforce CPQ change the quote process?
Something that was a bit different in our Salesforce implementation, and something Next Consult focused on with great diligence, was the process of price configuration. It is a rather complicated one, as the price of the label is dependent on many factors such as the type of material it is made of, the technology that is required for that particular product, the number of colors, and so on.
Our main idea was to get rid of the excel sheets that were scattered about but we got so much more – we got a tool that let our salespeople spend time with their customers, future and present ones, and gave them the freedom to configure a price and a quote then and there.
Up until we implemented Salesforce the process was as follows: going for a work trip, coming back from it, reporting on the meeting, preparing an offer. This often meant a 4 or 5 day delay. What Next Consult did for us was that they integrated this complicated configurator in the CRM.
Advice to the companies that are considering getting a CRM
Having implemented both ERP and CRM systems, so we can speak from experience. The most important thing is to know what you want to do. Equally important is to have a good consultant and partner in the whole process. When we wanted an ERP system, we got the best one - SAP. But we didn’t quite understand the logic there. Two years after the implementation, we had to turn everything around. Next Consult didn’t know we had this bad experience before and it took them some time to convince us it won’t happen again.
What are the results so far?
I can confidently say we are so happy we’ve chosen Next Consult and we are impressed by their professionalism.
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