Efficient Customer Service and Process Optimization thanks to digital CRM Solution
Swissgenetics is the leading partner for sustainable progress in cattle breeding, with a clear mission to provide its customers with the best cattle genetics for their production conditions. Through internationally competitive genetics programs and the distribution of high-quality Swiss genetics, the company makes a significant contribution to value creation in domestic cattle breeding. The quality of its services, from professional semen transfer to the ethical handling of animals, consolidates Swissgenetics' position as market leader in Switzerland. With around 360 dedicated employees, Swissgenetics is committed to the long-term success of its customers.
Initial Situation
Swissgenetics is a leading company in Switzerland specializing in the provision of high-quality animal genetics and breeding advice. As an important player in Swiss agriculture and livestock breeding, Swissgenetics focuses on livestock breeds.
The sales representatives advise their customers closely and, in addition to genetics, also sell services and farm supply products for livestock farms. Previously, the organization of visit schedules and customer information was managed individually by the sales force, often using individual Excel lists, analogue index cards or notes. This way of working led to various challenges. The information was not centralized, which meant that customer-specific knowledge did not systematically flow back into the company. In addition, sickness or vacation replacements were associated with considerable organizational effort.
To tackle these problems and make the day-to-day work of the sales force easier, Swissgenetics decided to evaluate modern CRM software and find a suitable project partner. The aim was not only to improve order processing, but also to promote proactive customer care. The chosen software should not only meet the company's current needs, but also take future developments across different departments into account.
Solution
After a successful kick-off, Swissgenetics has defined the roadmap for the CRM project with isolutions. The main focus is on the sales force and insemination team. In order to gain a comprehensive understanding of both areas, their day-to-day work was documented through Gemba Walks. From morning planning with analog index cards to appointment and route planning to customer contacts - isolutions accompanied the entire process and recorded challenges and workflows. In workshops with the field service and insemination team, the insights gained were processed and modeled into future work processes.
The working methods of other internal teams such as Finance, Administration, Genetics, Production, IT, Smart Farming, Marketing and International were also incorporated into the analysis process. This made it possible to create a comprehensive big picture for long-term customer orientation and future tools. It was particularly important that existing data did not have to be recorded twice. isolutions successfully took into account the existing data sources and prepared them visually for the tender documents so that all providers could understand the situation and develop solutions.
The isolutions consultants' quick comprehension was essential in order to understand the industry and its specific terminology. This was the only way to design efficient workshops and clearly present the relationships between data and processes in the tender documents. After the analysis phase, the information gained was prepared in the tender documents and the requirements sheets so that the Swissgenetics project team could send the documents to the providers. This makes it easier and quicker to reach the final decision after reviewing the submitted offers and dedicated provider presentations. Since June 2023, Swissgenetics has been supported by a Salesforce solution, enabling it to systematically maintain and increase customer loyalty.
Benefits
- Efficient recording and documentation of existing working methods and initial process optimization.
- Evaluation taking into account and promoting long-term customer orientation and future technologies.
- Ensuring a neutral provider and software selection through the structured approach of isolutions.
Fabian Stauffer
Teamlead ICT | Swissgenetics
«The broad knowledge and quick comprehension of isolutions made it possible for Swissgenetics to carry out a product-neutral requirements analysis with the Swissgenetics teams and to prepare the tender documents. Based on this, Swissgenetics carried out a tendering process which, from today's perspective, enabled the optimal solution and a successful CRM project to be implemented. Although Swissgenetics is still at the beginning of its CRM journey after this project, it would not have been possible to select the right product and provider for Swissgenetics without isolutions.»
LGT
Collaboration with Change Management strengthened: LGT relies on Microsoft 365 and Copilot
Helion Energy AG
Digital Transformation for Energy Pioneer Helion
Shell Lubricants Switzerland AG
Efficient Product Planning in Seconds thanks to new Web Application
SBB
From Migration to long-term Partner: SBB on the Path to Digitalization with isolutions
Stadt Zürich Drogeninformationszentrum
Transformative Efficiency: How DIZ optimizes its Service thanks to Low-Code App
MLL
Evaluation expertise: How isolutions helped MLL Legal to select an efficient and neutral partner
Swissgenetics
Efficient Customer Service and Process Optimization thanks to digital CRM Solution
Seilbahnen Schweiz
Better accident prevention thanks to new accident database
Bell Food Group
The training portal successfully supported the introduction of Microsoft 365
Well
The Modern Workplace as an Enabler for Innovation in the Healthcare Industry
Diabetes Center Berne
More flexibility in diabetes research thanks to Azure and Workplace as a Service
edupool.ch
Digital and modern Exam Management: Automation, Flexibility and increased Efficiency
LOWA
Modern workplace without internal IT specialists
SalutaCoach
Thanks to new application to reduction of numerous additional efforts
EXPERTsuisse
Support and Project Manager for successful Evaluation Process
Swissgrid
New Contact Center Solution for a Modern Workplace with more Scalability and Flexibility
Lusee
Thanks to interactive Conversations increased Sales Opportunities
Fachhoschule Nordwestschweiz
Lower Licenses Costs with Microsoft Teams Telephony
V-ZUG
International Business driven by Introduction of Microsoft D365
BOBST Group AG
Employee Experience 2.0 - Leading Innovation BOBST Life Program for 5'000 Employees
Securitas
With the Introduction of M365 to the Company Culture Booster
Migros-Genossenschafts-Bund
Digital Identity, M365 Toolkit and better enterprise-wide Communications
Rotpunkt Apotheken
Increased Efficiency and fewer Excel Lists thanks to Microsoft D365
BFU
New Web Application leads to 80% higher Data Quality
AMAG
Future Workplace with M365 Suite rolled out to 6'500 Employees
Innosuisse
Efficiency Increase of the Innovation Promotion Process thanks to individual Solution «Innolink»
KIBAG
Successful Introduction of the digital Workplace thanks to User Adoption for 1'200 Employees
Gartenmann Engineering
From successful Cloud Transformation to secure and reliable Operation
Rega
Increased Security in Operations thanks to Migration to the Cloud and M365
Swisstransplant
Digitization of Processes for improved Planning and as an Innovation Driver
