CRM IN THE PRINTING SOLUTIONS INDUSTRY – PRAGATIxxx

8/8/2019 CRM IN THE PRINTING SOLUTIONS INDUSTRY – PRAGATIxxx

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CRM IN THE PRINTING

SOLUTIONS INDUSTRY ²PRAGATI OFFSET PRINTERS

GROUP-9 SEC ² A

010108069 - Abhijit Paul

010108130 - Biswarup Banik

010108140 - Kumari Lata

010108166 - Neelakshi Saha

010108126 - Pratik Thacker010108156 - Saurabh Burman

010108139 - Sayan Bhanja

010108117 ² Saurav Dey



Pragati Offset Pvt.Ltd. is a 38 year old company

based in Hyderabad.

It is a leading printing house in India and cater

to clients worldwide. At present its annual turnover is Rs 49 crores

operating from Hyderabad and Mumbai.

It uses the latest technology of the period and

always have given emphasize on QUALITY &CUSTOMER SATISFACTION.



CLIENTELE



PRODUCT MIX

Pragati Offset: Books, brochures, calendars, Corporate brochures, Product

and Service Catalogues, Art & Coffee

Table Books, Annual Reports, Tabletop &

Wall Calendars, etc«

Pragati Pack: Folding Cartons,

Blister Packs, Luxury Rigid Boxes,Display-cum-Dispensers,

Gift/Fancy Boxes, Paper/Board Carry

Bags, etc«



PRODUCT MIX

Pragati Flexo: pressure-sensitive labels on

paper and filmic substrates, wet-glue labels,

shrink-sleeves, in-mould labels,

flexible packaging, etc.

Pragati Lama·s: the ultimate choice for

indoor point-of-sale displays and branding options of leading companies and brands in

over 60 countries around the world.



THE SWOT ANALYSIS

STRENGTHS:

Emphasis on the golden rule of quality and customer satisfaction.

Prime focus on customer relationship management.

One stop shop specialty.

Highly technology oriented and use of cutting age technology.

Price and performance ratio maintenance. Satisfied internal and external customers &

suppliers.

Efficiency and timeliness.



WEAKNESS:

Too much dependant on modern technology and

machineries.

OPPURTUNITIES:

Can diversify the business offerings based on

current customer relationship, thus building a

strong brand image to spread business operations to other countries.

THREATS:

Rapid change in technology can pose a serious

threat in case of any accidents or arrival of a more technologically sound competitor.



CUSTOMER SERVICE MANAGEMENT

Information Systems & CRM

Technology and Supplier relations

Human Resource Online Tracking

System & Customer Service Team

Customer Relation



INFORMATION S YSTEM & CRM

The information system is the backbone of the services provided by Pragati.

All the departments are connected to an information processing server which can be

accessed through e-mails, results in effective information dissemination through EDI.

Customer·s can track progress of their orders.

The system helps in creating Customer database,

Product tracking system. Continuous feedback from stakeholders.

Not only the organisation as a whole but also the customers are integrated into one information highway.



INFORMATION S YSTEM & CRM

Pragati implemented in-house Customer

Relationship Management Software in 1997.

Not only quality standards but also right

fulfillment of needs and expectations of customers is important to ensure total customer

satisfaction.



TECHNOLOGICAL ADVANCEMENTS

The importance of technology leadership has been recognized at very early stage with proper measures to install & use the latest technology.

Implementation of cutting edge technology with proper feedback from suppliers.

Up gradation of workflow from the CtF process to the CtP process.

Decision of technology is based on the factors like the relevance of the technology in present condition, the value addition capability & the competitive advantage.

It has collaborated with Marin·s (France), the worldwide leader in instant displays, for providing best in class point of display options.

It has implemented SAP R/3 ERP, to ensure ,management of its information.



SUPPLIER RELATION

One of the key elements in the value chain of

Pragati is the suppliers of technology like

KPG,CREO,SCREEN.

Key equipment manufacturers and suppliers of technology are partnered to achieve optimum

benefits out of the relationship.

Proper information sharing is done with the

suppliers to ensure best possible service

availability to the customers.



HUMAN RESOURCE

Driven by technological innovation, Pragati has to comply with a steep learning curve.

Modern technology is essential to serve the customer better.

So upgradation of technical workforce is essential.

Employee motivation thus boils down to better customer service.

To ensure motivation, Performance reward programme ensures the right reward to the deserving ones.

Ultimately, happy internal customers has positive correlation to happy external customers.



CUSTOMER SERVICE TEAM

Representatives of this team has to come in

direct contact with customers and advise them on

several aspects like quality matters, cost

effectiveness, make recommendations etc till the

job gets completed and delivered.

Long lasting partnership with the customers

based on trust and loyalty is ensured through

this process.



ONLINE TRACKING SYSTEM

This provide the customers a simple and

unobtrusive way to access any information

regarding their job 24*7.

Every job is given an unique job tracking no. for online status check. This facility also includes

providing of online quotes and getting timely

customer feedback which make its work more

flexible and efficient.



USP·S OF PRAGATI TOW ARDS CUSTOMER

SERVICE

Quality: Pragati has won National & International awards for print quality. The company has won the satisfaction and trust

of our customers.

T imeliness: Pragati has the capacity and redundancy built-in to

handle your largest and most complex jobs with the quickest

turnaround time.

Pr ice-perfor mance r ati o: Not only the price but the quality of

the product, value-added through our interactions with the

customer, the suitability of the end product to its purpose, and

the impression that the product makes on the end-user ± all of these are important considerations.

One-st o p sho p:A one-stop shop that can handle all your

requirements from processing, printing, bindery, packaging

and dispatching.



ISSUES

The one issue that can be faced by them at a future date

is whether they can maintain the same customer

relationship and employee efficiency in the face of

changing technology and rising competition.



QUESTIONS & ANSWERS

Q1. Discuss the role of CRM system in any firm¶s

competitiveness.

CRM helps the management and customer service staffs cope

with customer concerns and issues.CRM involves gathering a

lot of data about the customer & used to facilitate customer

service transactions by making the information needed to

resolve the issue or concern readily available to those dealing

with the customers. This results in more satisfied customers, a

more profitable business and more resources available to the

support staff. Furthermore, CRM Customer R elationship

Management systems are a great help to the management in

deciding on the future course of the company. CRM also helps

in R etention of existing customer so that firm should grow

and prosper .



Q2. What are the characteristics of CRM in µPragati

Offset printers¶ ?

In case of Pragati offset printers CRM has helped to create acustomer value at every step by :

a) Total customer satisfaction.

b) Meeting quality standards

c) Fulfilling the needs and expectations of the customer as per the requirements

d) Set up of customer service team to help customers by

advising them on different aspects.

e) Online tracking system



Q3. In terms of key requirements of µLoyalty¶,

µR etention¶ and µDatabase management¶, how Pragati

offset has achieved those ?

Pragati has achieved loyalty, retention and database

management of customers by providing services which

are not provided by others.They have set up a Customer

service team which helps the customer by providing rightkind of advice regarding job and also providing

consultancy services.They have introduced Online

tracking system which will help in seamless access to

information regarding products and services and also in

tracking the status of a particular job.SuccessfulImplementation of Electronic Database Management.



Q4. In your opinion, how CRM could be done in a better

way in this company ?

A part from the regular services provided by Pragati offset,they can come up with customized offers and schemes for

their different clients. They can also organize parties and

social gatherings so that they can interact and maintain

good relations with the clients. They can also diversify

into producing related products which are required by theclients so that they have a one stop shop.



R ECOMMENDATIONS

Diversify business operations on the same lines

for increasing profitability, as they en joy good

brand equity in these field.

Always have a back up plan to support any problems in face of a technological failure.

Keep manual labor trained and up to date.

Keep a close tab on new technological

advancements and competitor activities how ever

small they are.



CRM IN THE PRINTING SOLUTIONS INDUSTRY – PRAGATIxxx

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