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Oji Paper
Japan's leading paper manufacturer streamlines sales processes, facilitates one-to-one marketing programs, and increases business productivity using Pivotal CRM
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Customer Snapshot
Oji Paper Co. Ltd. has concentrated on producing paper for more than 130 years and is now Japan's leading paper company, with more than 6,500 employees. Oji Paper has developed its business both domestically and internationally and has established local production sales systems for pulp, newspaper, and OA paper in North America, South America, and Europe. Moreover, the company is working on full-scale developments in China and Eastern Asia. Oji makes all efforts to grow its own forests and to create a stable paper supply system on a global scale.
Challenges
- Enhance sales effectiveness and productivity
- Improve customer service
- Improve management of member data
- Increase collaboration
- Integrate existing data
- Manage multiple sales channels
- Plan, optimize, and execute campaigns
Results
- By using Pivotal CRM to integrate customer feedback into the new product development process, Oji Paper has placed itself in a far stronger position to develop and sell products that directly meet their customers' expectations and therefore reduce the overall number of claims and complaints received
- Management decisions relating to customer complaints and claims can be made more quickly since they are now based upon accurate, up-to-the-minute information
- Sharing common customer information and using web-based rather than paper-based systems to perform business functions has increased efficiency and effectiveness
- Through the Pivotal CRM system, authorized users proactively issue claim settlement status reports in real time, enabling claims and complaints to be monitored, managed, and closed more efficiently
- By implementing Pivotal CRM, the company has realized significant improvements in its sales processes, customer relations, marketing activities, and employee satisfaction