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Customer Stories

SANUM, Cosmética e Dietética, Lda, Portugal

Sanum distributes Svensson food suplements. HansaWorld Enterprise selected to provide more effective management of customer service, and stronger reporting.

Company Profile

Sanum is the Portuguese distributor for Svensson’s products. The company sells food supplements through relational marketing or direct marketing. This type of marketing has been used in Sanum since 2003. Every year the company issues 5 or 6 catalogues, each edition with 300,000 items. Catalogues are sent to customers, as well as to rented files of companies that practice the same type of sales.

The Solution

Before choosing our solution, HansaWorld Enterprise, the company managed its information using specific programming in the IBM environment.
Sanum's management is now done with the help of HansaWorld´s base package, as well as extra functionality such as logistics, CRM (Customer Relationship Management), mailboxes, customised interface and also customised programming.

Choosing HansaWorld Enterprise

Sanum was immediately attracted to HansaWorld Enterprise given its multi-platform capabilities.



"The initial reason for looking closely at HansaWorld Enterprise was that it runs on both Macintosh and Windows platforms, and this company mainly runs on Macs", said Mr. Carlos Carvalho, partner of the company.



A New Era: HansaWorld Enterprise

With HansaWorld Enterprise the company can manage in an easy and complete way all its processes of buying and selling, as well as the service management to customers, making daily life much easier.
HansaWorld Enterprise accommodates the whole sales process, from sales orders, and issuing of invoices to registering the receipts, regardless of the way the customers paid - by post, Chronopost, Post Office or any another way. Invoices are printed out including information for optical reading, which enables the Portuguese Post Office or the private company Chronopost, to send Sanum the text files of the payments that customers have made. Payments are entered automatically in HansaWorld by importing the text files.

Benefits and Plans for the Future

The company has been using Hansaworld Enterprise since 2004. HansaWorld has adjusted perfectly to the needs of the company, like the possibility of categorising and classifying its customers. This allows them to emailshot against these classifications, and to report in detail.



"All of our customers are classified according to gender, origin of the Purchase Order, amongst others. This makes it possible to identify and classify our customers and use this information as a central part of our marketing strategy", commented Carlos Carvalho.



Sanum also uses HansaWorld Enterprise for complex statistical analysis that has proved extremely useful in improving mailshots. The numerous analyses within the software permit Sanum to perform detailed customer profiling. Sanum identifies which customers have or have not bought specific products in a given period of time, which is another tool to improve the targeting of emailshots for cross-selling and up-selling.

Sanum has been particularly impressed with the ease of use of the software. For example, users find navigation simple as a result of storing and using shortcuts to regularly-run features.

Sanum intends to use HansaWorld Enterprise’s integrated webshop, which allows customers to buy directly from the web while providing Sanum with very simple content management. Also the intranet solution allows employees to access their e-mails, calendars, reports and other useful information regardless of where they might be.

Another future solution is the use of a Voice over IP line to answer or make calls to customers integrated with HansaWorld's Business Phone. In this way it will be possible to make or receive calls directly from the system and also have access to the customer's (or other contact’s) full data, at a simple push of a button while the employee is talking to the customer. HansaWorld´s Business Phone also allows intelligent routing, for example, if a customer phones and if he has outstanding invoices, Business phone may redirect the phone call to the financial department.