Wacom Europe to Enhance Critical Partner and Customer Relationships

Pen-based input solutions leader creates single view of European distributors, resellers and customer accounts with CRM software

Pen-based input solutions leader creates single view of European distributors, resellers and customer accounts with CRM software

San Mateo, CA — December 8, 2004 — WACOM Europe GmbH said today it has deployed Siebel customer relationship management (CRM) Professional Edition to better serve its partners and customers.

The market leader in pen-based digital imaging is using the Siebel solution to create a single view of its European network of distributors, resellers and customer accounts across all channels. This is enabling Wacom to work more closely with its partners and customers to maximize sales effectiveness and productivity, the company said.

"We chose Siebel CRM Professional Edition because it satisfies our requirements and has the flexibility to change and grow with our business," said Wolfgang Lenzen, MIS manager, Wacom Europe. "With this solution, we are able to effectively manage lucrative relationships with our partners, identify and close new sales opportunities and maximize employee productivity."

Founded in 1983, Wacom has established itself as the market leader for pen tablets and is a pioneer in the development of the pen as an input device for computers. The company's aim is to make working environments more natural, ergonomic and flexible so that computer technology is available for a wider variety of tasks. The philosophy behind this vision is to create the most harmonious environment possible for the user and his or her technical equipment, Wacom said.

In Europe, Wacom markets and sells its products through a network of channel partners, including distributors, retailers, resellers and value added resellers (VARs). It also has direct sales relationships with certain key corporate accounts.

To manage these relationships, the company relies on a team of 15 sales professionals at its European headquarters in Germany. Previously, each of these sales professionals used his or her own preferred system for managing customer relationships, and this disconnected set of systems undermined the company's ability to deliver responsive, effective sales and customer service.

Wacom addressed these challenges by standardizing on Siebel CRM Professional Edition to create a single, comprehensive view of its partners and key accounts across multiple channels and touchpoints.

Siebel CRM Professional Edition enables the sales team — as well as executives and employees working in marketing and technical support — to track activities and compile an executive summary pertaining to partners or key end-user accounts. Employees can also use the solution to schedule customer appointments, review account status, and access sales and marketing collateral.

Wacom's marketing teams are also using Siebel CRM Professional Edition to maximize the effectiveness of marketing campaigns by more planning and executing new product launches, trade shows and other events.