Arcadia Corporate Merchandise Ltd Implements ProspectSoft CRM

Arcadia Corporate Merchandise supplies promotional products to mainly blue chip client

This position has been achieved through continuous attention to customer satisfaction and by providing new ideas and products to help promote branding strategies. Unique to the industry is an integrated fulfillment service of warehousing, order processing and distribution, using a client website designed and hosted by Arcadia, for clients' resellers or agents globally

• To enable anyone in Arcadia to respond sensibly to customer queries
• Replace complex customer quotations based on Excel spreadsheets, then to transfer quotations into sales orders rapidly and accurately
• Manage client projects which can run for up to 5 years.

Key facts Industry: Corporate Promotion Products No of staff: 18 Accounting System: Pegasus Opera II No previous CRM software

Priorities for CRM Software Enables anyone to respond sensibly to customer telephone queries. Rapid, accurate quote generation, sales order processing and invoicing. Close integration with Pegasus Opera II

• All ProspectSoft CRM Software users can deal with any customer query because of instant access to details of phone calls, correspondence, quotations or orders.
• Customer quotations are turned round in hours rather than days.
• Transcription errors have fallen steeply and efficiency has improved through automatic conversion of ProspectSoft quotations into orders in Opera SOP.

• CRM Software users can access all Opera II Sales Ledger transactions and the notepad
• Recording the source of each enquiry in ProspectSoft CRM Solution provides detailed analysis of results of marketing activities
• Complex or lengthy sales processes are easily managed

In addition, 7 people market the business through mailers, catalogues and the website.They target new accounts by visiting trade shows and by tracking which companies are spending on merchandising products. These activities are all managed through ProspectSoft CRM Software.

According to managing director, Jason Markwick, "Customer service has been greatly improved, as has overall productivity, due to the ability of any member of staff who answers the phone to access the system and handle any customer query quick and effectively."

Arcadia plans further integration with Opera II, particularly purchase Ledger, to record and track supplier quotations and orders, then to relate them to quotations for Arcadia's customers.