Key CRM Software Objectives |
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From its Leicestershire
base, a small field sales group generates orders
for new hardware and contracts, while an 8 strong
telesales team handles follow-on business, particularly
consumables, which comprise a high proportion of
company turnover. A technical team provides pre-and
post-sales support.
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Sales
enquiries and quotations were poorly handled, with
spreadsheets and paper, while hundreds of sales
and purchase orders are processed weekly,
covering thousands of stock lines, which was error-prone
and time-consuming. |
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ProspectSoft CRM Software Solution |
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Priorities
for CRM Software
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Accurate logging/tracking
of customer calls
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Close accounts integration
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Rapid production of letters
& quotations
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Improved customer knowledge
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In 1999, an 8-user
ProspectSoft CRM system was implemented, initially
in telesales. It was integrated with the accounting
software and had 10 modules, including Lead and Problem
Tracking, Quotations and Sales History.
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Benefits of using ProspectSoft CRM Software |
| The benefits of Vivid have been dramatic: |
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• 60% increase in speed and accuracy of responses to customer enquiries, particularly quotations, hence 35% higher order entry.
• 30% reduction in response time on support issues (none are now missed, previously an unknown quantity) and guaranteed customer follow-up
• Immeasurable improvement in customer intelligence, which was not previously available e.g. product sales by customer, territory and salesperson, over time
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Vivid used Pegasus
Opera accounting software in 1999, Sage Line 50 replaced
this briefly, before Access Dimensions was implemented
in 2002. Close integration between ProspectSoft CRM
software and all these accounting systems meant that
telesales saw few operational differences. It was
also vital to retain the detailed sales history
accumulated
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CRM
Software Details
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No of Sites: 1
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No of Network
Users: 8
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No of Modules: 10
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Installation: 08/99
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| by the CRM system from Pegasus Opera
and Sage Line 50. |
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The result is that,
through a single ProspectSoft CRM Software window,
Vivid's sales and management
teams can review and analyse customer information
derived from 3 entirely different accounting systems,
accumulated
over a period of more than 7 years. |
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In the face of stiffer
competition, Vivid is focusing on its strengths in
customer service and
support. More detailed management information will
be needed from the system and, as staff spend more
time on the road, ProspectSoft CRM software's mobile
capabilities will prove invaluable. |
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