2011
2011 Winner Profile
Emerson
- Project Description: RIDGID 360 is a CRM tool that Emerson developed for its RIDGID business to take advantage of the advances that mobile devices offer its sales force, such as being able to check inventory in the field, locate the closest customers via GPS and provide on-the-spot answers to customer questions. Used with BlackBerrys, the tool enables RIDGID sales representatives to work while on the go, without having to wrestle with laptops. Since it was released in April 2010, RIDGID says, the number of its sales representatives entering information into the CRM system has gone from just 10 percent to nearly 100 percent, and some 17,000 new contacts have been captured that would likely have gone unnoticed before. The quality of customer data has been significantly improved. New product sales have increased, sales calls have tripled in volume, and the company has been able to cut costs by reducing the need for laptops.
- Project type: Collaboration tools, Customer service/CRM, Mobile/wireless
- Business Functions: Sales, Marketing, Customer service/support
- Business Goal: Customer
- CIO: Kathleen McElligott, CIO
- CEO: David Farr, Chairman & CEO
- Headquarters: St. Louis, Mo.
- Industry: Manufacturing
- Revenue (2010): $21 billion
- Website: www.emerson.com
