astadia case study

TOTO is the world’s largest plumbing products manufacturer.  They offer a complete line of commercial and decorative plumbing fixtures and fittings, faucets, accessories, shower and flush valves, as well as lavatories, toilets, Air Baths and urinals.  More than 1,500 TOTO engineers and their colleagues are committed to achieving the seamless integration of performance, conservation, technology, and innovation.

Industry:Construction

Business needs:

  • Tracked most support information in Excel spreadsheets
  • Limited ability to measure customer satisfaction or loyalty
  • No real-time visibility into service & support activities
  • Inefficient processes for tracking & managing incidents; not meeting ISO goals

Solutions:

  • Integrated CRM solution with Inter-Tel phone system
  • Implemented case management & workflow to standardize processes
  • Implemented web-to-case to facilitate warranty registration process
  • Automated survey process – used survey tool integrated with Salesforce.com to seamlessly track customer satisfaction

Success / Highlights:

  • Provided real-time visibility into all support activities by providing a central repository for all calls
  • Enabled remote users to enter Warranty Orders on their own
  • Improved customer satisfaction & loyalty
  • Reduced overall operational costs