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Wed 19 May 2004 04:00 AM

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NAM turns to CRM

National Arab Motors (NAM), KIA Motors dealer in Jordan has deployed a new CRM system, that links its service centres in Amman, Wahadat and Al Bayader via a virtual private network, giving customers in Jordan seamless access to its service centres.

National Arab Motors, KIA Motors dealer in Jordan today announced that its customers in Jordan will soon be able to have seamless access to any of its service centres in Amman, Wahadat and Al Bayader after deploying a new CRM system that links its service centres together via a virtual private network.

The VPN allows KIA engineers and customer support staff to access a centralized database via the Internet. The project, awarded to United Business Applications, ACCPAC’s Jordanian partner, implemented the newly released ACCPAC CRM version 5.5 suite.

“With a web based customer relationship management (CRM) software, our sales, marketing, client care including our service personnel will all have access to customers and potential clients files anytime, anywhere. [Owing to] an expanding client base across Jordan, we need such tools to ensure that KIA clients receive the best customer care available,” says Nihad Zacharia, general Manager of NAM.

According to NAM, the new CRM applications will improve customer service through the contact management and sales cycle modules. The customer service modules offer preventive maintenance, along with seamless access to existing customers files, and hence the ability to extend service support to any KIA customer visiting any of its showrooms or service centres.

“Although CRM applications are relatively new to the market, Jordan’s small to medium businesses are being relatively quick in adopting this technology. NAM was quick to realise the value that CRM technologies bring to its customers,” says Hatem Salah, UBA’s general manager.

Customer support staff will also receive alerts triggered from specific customer files to signal immediate car maintenance needs relevant to each customer. NAM believes the software modules will also ensure that existing and potential KIA clients receive efficient and timely follow-ups from its marketing and sales staff.

“Despite its recent entry to the Jordanian market, CRM is gaining fast and prominent acceptance among Jordanian businesses. This signals the eagerness of Jordanian businesses to build their competitiveness on customer-centric strategies, a competitive advantage that more developed countries are striving to achieve,” adds Marc Van der Ven, regional manager for ACCPAC Middle East, now a part of the Sage Group.

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