COG optimizes customer service with CRM

The C. Otto Gehrckens GmbH & Co. KG (COG for short) is a leading supplier of elastomer seals and O-rings. From the pizza oven to the space station: The O-ring is used in almost every industry, making it one of the most widely used seals in the world. COG uses the CRM solution CAS genesisWorld to serve individual customer needs in a structured and simple way.

Founded as a leather works in 1867, COG specialized early on in the production of seals, which at that time were still made of leather. In 1955, the family business switched from leather to rubber processing. Since 2008, the precision gaskets have been manufactured in the company's own modern production facility in Pinneberg near Hamburg/Germany.

A modern CRM was needed

As the company grew in size, the amount of data also increased and processes became more complex. In order to maintain transparency of customer data at all times, a modern CRM solution was needed that would act as a central corporate memory, bringing together all information and making it available transparently.

"CAS genesisWorld is state of the art and made a particularly positive impression on us in terms of usability. It enables us to work in a self-explanatory way and simplifies our processes", explains Henning Wrage, Marketing and CRM Project Manager at COG.

With CAS genesisWorld as an intelligent corporate memory, COG optimizes customer service: The 360-degree view of the customer creates the optimal basis for decision-making for the best service and maximum transparency for successful cross-interface collaboration.

Optimally prepared for the customer meeting

The phone rings, a customer is calling. What do you do? It's simple: a quick look at the CRM provides all the important and up-to-date information for best service. And employees in the field can also easily access all data via the CAS genesisWorld web client or the CAS genesisWorld mobile app.

"When a customer calls, the CRM solution allows us to be much better prepared for the conversation. The 360-degree view in CAS genesisWorld allows employees who have not previously worked with the customer to provide detailed, up-to-date information", says Wrage.

Find out more about the success story of C. Otto Gehrckens GmbH & Co. KG: to the reference >>