Customer Story - Implementation of a New CRM
A leader in the transportation industry needed a more efficient Customer Relationship Management (CRM) system to gain a 360-degree view of customers. An updated CRM was essential for the company to work more efficiently and effectively.
Call for Help:
- The company had been using an outdated system for over 30 years, and it became increasingly complex and unsustainable to maintain and support.
- Employees used the system differently, and processes were not standardized across the company.
- The infrastructure supporting the old system was insufficient for the sales process and operations to work effectively.
Farwell Advisor Support:
- A team of FarWell advisors worked together to conduct an analysis to understand the processes and potential improvements for the company.
- The advisors managed the software selection process to meet the company’s needs and budget.
- To ensure a seamless system rollout, the advisors educated employees on the upcoming changes and utilized change management strategies. The advisors worked with the development team to provide ongoing analysis and improve functionality to drive the adoption of the system company wide.
Results:
Successful implementation of a new CRM within one line of business to increase process efficiency.
- The new CRM system was rolled out to one line of the business, allowing the company to have all customer data in one place and enable cross business line collaboration. Based on this successful implementation, the next step is to roll the new CRM out to more lines of the business.
- Sales representatives have adopted the tool as an easy to use and effective way to track and manage sales opportunities.
- The new CRM and updated processes have set the foundation for a 360-degree view of the company’s customers, providing valuable data and insights they can use to drive future growth, and, eventually, provide improved customer experiences across all business lines.
