A leading global information services organisation struggled with fragmented CRM and service solutions split by product and business segments. This segmentation prevented a single customer view, making it difficult for sales and service teams to manage customer relationships effectively. Additionally, data integrity issues emerged due to disconnected systems, limiting management visibility and collaboration across departments.
We led the client through a comprehensive CRM consolidation, transitioning all users onto a single, integrated platform. By working closely with sales, billing, operations, and service teams, we streamlined processes and automated retention opportunities. This transformation:
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Eliminated silos between customer segments, enabling real-time data flow.
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Automated key processes to reduce manual efforts and enhance data accuracy.
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Improved cross-team collaboration by providing a centralised customer view.
Our strategic approach delivered tangible benefits:
- Simplified the retention process for sales and administration teams, improving efficiency.
- Built an automated solution for retention opportunities, reducing manual workload.
- Enhanced data integrity and improved accuracy.
- Provided full visibility of the customer lifecycle, empowering sales teams to drive better performance.
