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Crm Unilever

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Implementasi CRM dalam perusahaan Unilever Indonesia Tbk.

Unilever adalah salah satu perusahaan produksi dunia yang terbesar dengan omset $45 juta per tahun. Unilever beroperasi di 88 negara seluruh dunia dengan jumlah karyawan 255.000 orang. Dan 2 dari 12 Grup bisnisnya bermarkas di United States. PT Unilever Indonesia Tbk (perusahaan) didirikan pada 5 Desember 1933 sebagai Zeepfabrieken N.V. Lever dengan akta No. 33 yang dibuat oleh Tn.A.H. van Ophuijsen, notaris di Batavia. Perusahaan ini bergerak dalam bidang produksi sabun, deterjen, margarin, minyak sayur dan makanan yang terbuat dari susu, es krim, makanan dan minuman dari teh dan produk-produk kosmetik.

Dalam upaya untuk meningkatkan pengalaman konsumen dan mengumpulkan informasi pelanggan yang lebih baik, Unilever telah mulai menggunakan Astute Solusi RealDialog, yaitu alat dalam panggilan pusat. RealDialog menggunakan mesin linguistik menganalisis pelanggan di masing masing kata dan kemudian menyediakan pusat kontak agen sehingga dengan mudah membaca tanggapan.

RealDialog memungkinkan mereka untuk mengontrol pesan. Selain itu, kekuatan utama dari sistem adalah simplifies agen pekerjaan, yang memungkinkan mereka untuk memberikan jawaban lebih cepat dan fokus dalam membangun hubungan. RealDialog Unilever juga membantu pelanggan lainnya, termasuk mengumpulkan data konsumen. Sistem log permintaan dan komentar mereka, sehingga eksekutif dan manajer dapat mengukur kepuasan konsumen tentang produk mereka. Ketika kemampuan RealDialog Unilever digunakan pada situs web pada tahap selanjutnya dari kerjasama, manajer akan mampu bereaksi terhadap komentar konsumen online secara real time.

Unilever sebelumnya menggunakan database milik semua produk-produknya di pusat panggilan. Perusahaan menghubungi pusat di Amerika Serikat dan Kanada menangani lebih dari 90 merek, mencakup 14 kategori barang konsumen – Dan kesulitannya yaitu mencari agen yang tepat untuk membuat tanggapan. Dengan RealDialog, konsumen tidak akan berkomentar dalam membeli dan dapat benar benar mempercayainya, RealDialog manager ini akan meningkatkan nilai dari pelanggan dan akhirnya menghasilkan pendapatan karena mereka akan senang dengan layanan yang mereka rasakan dan mendapatkan informasi produk yang sedang mereka cari.

Hambatan

Dalam mengoperasikan perusahaan dan mencapai tujuannya, satu satunya hal yang menjadi hambatan bagi perusahaan Unilever Indonesia Tbk. Adalah persaingan dengan perusahaan perusahaan lain yang bergerak dalam bidang yang sama. Dan untuk menghadapi hambatan tersebut, upaya yang dilakukan Unilever Indonesia untuk kedepannya, yaitu akan mengadakan program MT (Management Training) dalam mencari bibit bibit SDM yang potensial. Para MT menjalani pekerjaan sebagai asisten manajer selama dua tahun. Seorang asisten manajer yang ditempatkan di bagian pemasaran, misalnya, harus bias belajar banyak tentang pemasaran. Ia mesti terjun ke pasar-pasar tradisional hingga ke pelosok daerah untuk mengetahui dan memahami kebutuhan konsumen. Di lain pihak, perusahaan memonitor perkembangannya sambil mengevaluasi apakah seorang asisten manajer ini layak dipromosikan sebagai manajer atau tidak.

Ekspektasi CRM

Unilever juga akan menggunakan Ariba's B2B dalam bidang non-inventory dan biaya tidak langsung lainnya. Unilever memiliki ekspektasi bahwa dengan menggunakan Ariba's B2B maka akan membantu meningkatkan kualitas manajemen pembelian barang dari ribuan supplier. The Ariba Solutions memberikan lingkungan commerce yang friendly dan dapat di update dengan mudah sehingga mengikuti kondisi pasar yang berubah-ubah.

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