VAN DIJK STUDIEBOEKEN CHOOSES SELLIGENT FOR ITS CRM PLATFORM

Amersfoort, 11 December 2001 – Van Dijk Studieboeken is to support its sales and marketing activities with a Customer Relationship Management (CRM) application from Selligent. Implementation of the new system has already started.

Van Dijk Studieboeken is the largest supplier of teaching materials for Further Education, Vocational Training and Adult Education in the Netherlands. Each year over 5 million books and other information media find their way from Kampen to around 200,000 students and several hundred educational establishments. In addition to this, the company looks after the entire logistics and advises schools on the make-up of their book lists.

Mr Hessel Smid, systems development co-ordinator at Van Dijk Studieboeken: “Personal relationships in our market are complex. Within a single school you will have contact with different people — such as managers, co-ordinators, teaching staff, parents and students. In turn, all these people have their own inter-relationships. The CRM system will provide simple and rapid access to all data on persons and organisations, how they relate to one another as well as all contact of any kind we have had with these customers. This is crucial for us, since it enables us at all times to satisfy our customers anytime with the right answers and action. In education it is also true that a satisfied customer is a loyal customer.”

Logistics are being managed with an ERP system from Baan. Parcels of books are supplied in some cases as one consignment for the entire school, broken down by student in others or even sent directly to private individuals. Selligent’s CRM system is linked to Baan IV in order to exchange customer data and factual information on orders and deliveries. Selligent is also being installed on field staff laptops, enabling them to look up and add data from anywhere. The laptops are synchronised once a day with the central system. In the initial phase 50 out of the 140 permanent Van Dijk Studieboeken staff will be working with Selligent.

The solution from Selligent was chosen following an extensive fact-finding exercise. According to Smid, the decision for Selligent was made because its extensive functionalities and the ease with which the standard package can be adapted to specific customer relationship complexities. “Furthermore, the flexibility of the people behind the package, the ability to rely on agreements and their working methods were found to fit in extremely well with our own organisation”, according to Smid.
 

NOTE TO EDITORS

ABOUT VAN DIJK STUDIEBOEKEN

Van Dijk Studieboeken is the largest supplier of teaching materials for Further Education, Vocational Training and Adult Education in the Netherlands. Each year over 5 million books and other information media find their way from Kampen to around 200.000 students and several hundred educational establishments. In addition to this, Van Dijk Studieboeken supervises the entire logistics process and advises schools on the make-up of their book lists.
About Selligent
Selligent is an international company specialising in high-performance sales, marketing and customer service solutions.
The success encountered by the Selligent solutions amongst their users can be attributed to appropriate customer coaching during implementation and to the extremely flexible configuration features of the advanced web technology used. These two components guarantee a quick return on investment (ROI), a high user adoption rate and a reduced total cost of ownership (TCO).
As a consequence, Selligent has achieved a customer retention rate, which has been the highest in the CRM industry.

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