Abacus case study

Abacus Malaysia has been Asia’s leading provider of travel solutions and services since 1988. They aimed to create better customer experiences, optimist business operations and enhance competitiveness in the industry. Driven by a constant motivation to provide tailored support and service to each individual market, the organization has successfully expanded their business to 24 markets with over 20 000 agency locations across Asia.

Get the most out of CRM

In the end, implementing a CRM system (like Second CRM) is an investment. As in any investment, you need to have some kind of expectation of ROI, otherwise what’s the point? A lot of things go into implementation – training, time allowances for adoption, subscription fees and more.

manage warranties efficiently

Whether your business is conducted within the consumer market or with other businesses, warranties are almost essential to delivering exceptional value to the customer. They need to be managed efficiently in order to ensure benefits to both the business and the customer. Offering additional warranties are a clever way to give you the leg up on your competitors, as a consumer usually takes potential service costs into mind when selecting a product. Below is a diagram illustrating the three levels of product:

offer a discount

Some business owners might think of discounting as a bad thing. After all, it involves lowering prices, which means less revenue. However, offering discounts is a great way to boost sales by enticing prospects with the additional benefit of a lower-than-usual price. Think of it as a win-win situation, where the customer gets a product at a low price and the business gets to make a sale. However, discounting can be tricky when it comes to actually applying it to your products or services.

single view of customers

One of the secrets to success is having a single view of your customer. Instead of having customer data, from sales contact history to service data, located in separate silos, all the information on all your customers is pulled together into panoramic views of the customers.

McDonald's case study

The world’s largest quick-service restaurant chain, McDonald was first opened in Singapore in 1979. McDonald is a consumer-based business that puts customer’s satisfaction above all else. Due to this pertinent matter, the company realized that the need for a system that would allow them to deliver high levels of customer service are inevitable.


Second CRM is an award winning business automation solution, designed to make medium to large corporations more productive, by automating their business operations, using Internet and mobile technologies. Second CRM focuses on improving sales & marketing, customer support and operations.