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CRM
Software integrated with Sage Line 50 benefits Bathing
Solutions |
Bathing Solutions
supplies a range of walk-in baths with matching toilets
and washbasins, mainly for people with impaired movement.
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The introduction of
a shower range in 2004 caused a growth explosion and
these new products now account for almost 50% Sales. |
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From 3 people working
in a house 1998, Bathing Solutions, of Ledbury near
Hereford, had sales of £5 million in 2004. Manufacture
of all components is sub-contracted. Enquiries are
generated through magazine advertising, which consumers
respond to by mailing coupons or accessing the company's
website or by phone. These are followed up by a tele-canvassing
team, which assesses requirements and, if appropriate,
arranges a consultant's visit, to start the order
process. |
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Key
CRM Software Objectives |
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Bathing Solutions'
main problem was to record every customer enquiry
accurately and track them through at least 12 stages
to order completion, including sub-contract installation
teams. A wrong entry, a delay in response or poor
scheduling could effect customer satisfaction and
even lose orders. 200 to 400 enquiries are generated
weekly, at a cost of £100 each.
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Key facts
- Industry: Specialist Bathrooms
- No of staff: 17
- Accounting System: Sage
Line 50
- No previous CRM software
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An average order
is worth £4,500, so 3-4 more orders a week, resulting
from better enquiry management, would be a major
benefit. |
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ProspectSoft
CRM Software Solution |
| After reviewing offerings from Achiever™,
Goldmine™ and Microsoft™, ProspectSoft
CRM solution was selected by Bathing Solutions for
several key reasons: |
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• Once an enquiry is logged in ProspectSoft CRM software, notepad entries cannot be altered, so all actions are fully traceable.
• The ProspectSoft CRM Software System stores all documents about any enquiry, inbound and outbound, which are then accessible to every user
• A
ProspectSoft CRM "status" is assigned to every
stage of the order process, in a mandatory sequence,
so that no stage can be omitted. This produces
very effective process management
• Time elapsed within and between each status is logged by the CRM system and any delays can be flagged to management.
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• A picking list for product shipments against any order is now produced as a standard document within ProspectSoft CRM Software
• Close Integration with Microsoft Outlook makes easy calendar management
• Effectiveness of Canvassers, salespeople and installers can be reported on, for training or other remedial activities.
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CRM
System Details
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No of Sites: 1
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No of Network Users: 8
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No of Mobile Users: 7
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Installation
began:
June 2004
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• The CRM system tracks all enquiries by publication, so yield quantity and order value per publication by can be analysed
• User screens are adapted to fit
Bathing Solutions' methods of operation through the Screen Customiser module |
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Benefits
of ProspectSoft CRM Software Solution |
Although implementation
of such a system was a major
culture change for
Bathing Solutions staff, ProspectSoft
CRM Solution met with strong user acceptance
from, because of its ease of use and because
it provided instant access to all customer issues.
According to General Manager, Andrew
Watson, "Turnover is up by nearly 50%
over the last year and this is in no small part due to the extra management
control that ProspectSoft CRM given us".
The company anticipates more benefits as additional
ProspectSoft CRM modules are implemented, particularly
Problem Tracking, to improve technical support.
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CRM
Links
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See
Also
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More
Information |
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