Y K Toh Marketing in pursuit to be more competitive by improving its after sales service

Tougher times is on the horizon for any industry in Singapore. Most business in Singapore is faced with margin compress and sales that slows down. Acquiring new customers in Singapore is always a difficult task, as Singapore is an epic small market. Which leads to Singapore market which is high in competition, shorter growth stage, and constant saturation.

At the end of year 2016, Y K Toh Marketing had took a drastic turn in staying competitive. CRM system is implemented into the company’s business operation and the frontline team had undergone the adoption of this technology. Throughout Singapore, Y K Toh Marketing had close to 2,000 accounts island wide by 2016. With this CRM system, Y K Toh Marketing is expect to improve its service to customer and the business is expect to grow and expand even further in 2017. This much is to be expected with the implementation of CRM system. Most operation will be more efficient, tracking and monitoring will now be much more transparent. Y K Toh Marketing is closing in to its Mission in becoming the preferred supplier of offering one-stop requirement for builder’s hardware, hand tools, material handling equipment, storage solutions and maintenance repair overhaul chemicals.

“This CRM systems comes in cloud based, so with a mobile app it is more competitive for our company. Other than looking into service improvement for new customer, this CRM also comes with the objective of mining the gold mine of sales opportunities at fingertips which is our existing customers. Selling to existing customers is six to seven times less expensive than selling to new ones. Data mining and optimizing each and every existing customers through using this CRM helps us to make timely, relevant offers to customers we already know”, says the company Marketing Manager, Kenny Loh.

When asked, with the ever changing needs what is the future plan of Y K Toh Marketing? The representative of Y K Toh Marketing replied, “the business is changing in Singapore. Retail is slowly cooling off. We had a big portion of customer coming from the retail industry. So while considering for them, we also considering how to sustain on our own. We are looking into E-Commerce for the end-user consumer, tackling their needs in convenient. While this is still in the planning stage, we are also trying to balance out for our retail customers.”  

The picture below is the CRM training that took place on Dec 2016.