Finolex SimpCRM

Driving Customer-Centric Growth: Finolex Transforms CRM Operations with SimpCRM by BSC Global

Client Overview

Finolex Industries Ltd. is one of India’s largest manufacturers of PVC pipes and fittings, with a strong presence across agricultural, residential, and industrial sectors. Known for product innovation, nationwide distribution, and a legacy of trust, Finolex serves millions of customers and thousands of channel partners across India.

As the company expanded, managing customer relationships, dealer networks, and salesforce activities across regions became increasingly complex. Finolex partnered with BSC Global to implement SimpCRM, a modern and scalable customer relationship management platform, to streamline engagement, bring visibility into the sales process, and empower its team with digital tools.

Challenges

  1. Decentralized Customer Data
    • Multiple customer touchpoints lacked integration, leading to fragmented customer information and poor visibility across departments.
  2. Limited Sales Tracking
    • Manual processes and spreadsheets made it difficult to track field sales activities, performance, and dealer follow-ups in real time.
  3. Ineffective Lead Management
    • Leads were often lost or delayed due to lack of structured tracking and timely allocation, impacting conversions.
  4. Delayed Customer Service & Feedback Loop
    • Complaint management and customer service processes were slow, with minimal feedback reaching decision-makers.

Solution Provided by BSC Global: SimpCRM Implementation

BSC Global implemented SimpCRM, a robust, SAP-integrated CRM platform designed for sales and service excellence across multi-location enterprises.

Key Features Delivered:

  • Centralized Customer Database
    Unified all customer, dealer, and distributor data into a single repository accessible by all relevant stakeholders.
  • Sales Activity & Pipeline Management
    Enabled real-time tracking of field visits, customer meetings, and opportunity progress, with dashboard-based reporting for managers.
  • Lead Automation
    Set up structured lead capture, assignment, and conversion tracking with alerts and escalations for delayed actions.
  • Service Request & Complaint Handling
    Built automated workflows for logging, assigning, and resolving service issues raised by customers or dealers.
  • Mobile CRM App for Field Teams
    Empowered sales and service teams with a mobile CRM interface for on-the-go updates, lead access, and GPS-based visit tracking.

Results Achieved

  1. Enhanced Sales Visibility
    • Management gained 100% real-time visibility into field activity, performance metrics, and pipeline health.
  2. Improved Lead Conversion Rate
    • With structured follow-ups and lead routing, lead-to-sale conversion improved by 35% within six months.
  3. Faster Customer Service Resolution
    • Complaint handling time reduced by 40%, enhancing customer satisfaction and loyalty.
  4. Increased Sales Productivity
    • Field team productivity rose by 30% with route tracking, visit logging, and mobile access to customer histories.
  5. Data-Driven Decision Making
    • Analytics dashboards allowed leadership to make timely, data-backed decisions across sales, marketing, and customer support.

Why Finolex Chose BSC Global and SimpCRM

  • Proven experience in SAP-integrated CRM implementations
  • Ability to customize CRM workflows for multi-tier distribution and field sales teams
  • Strong post-implementation support and user training across locations
  • SimpCRM’s flexibility to grow with Finolex’s future digital roadmap

Conclusion

BSC Global’s SimpCRM implementation empowered Finolex Industries to drive efficiency, visibility, and agility in its sales and customer engagement processes. With a unified CRM platform, Finolex is better positioned to scale its operations, delight its customers, and make data-driven growth decisions.