CRM Journey Enhancement
We improved the customer journey and increased enquires and conversions by implementing a Dynamics CRM
Results
What we achieved
- Increase enquiries by 1,000 per annum
- Reduced credit notes reduced by 74%
- Debt collection process – reduced debt by 66%
- Increased show around conversions at nurseries by 25%
Situation
Early years education provider
- Widespread inefficiencies
- Poor levels of data accuracy
- Lost sales
- Inefficient allocation of time and resources
- Time-consuming data entry
- Vulnerable to error
Diagnostics
Opportunities identified
- Shared Service Centre
- Implemented a new CRM system
- Installed a new VOIP phone system
- Sales and Customer service training
- Appointments booked centrally
- Visibility and reporting of end to end journey
Activities
What we did
- Specified and implemented a VOIP telephone solution to efficiently handle calls, provide recording calls for quality and consistency, with reports and dashboards available at all levels of the business
- Professional sales and customer training and 6 month re-fresher training provided to all teams having interactions with customers
- Team building workshops with to build team rapport and understanding of the respective teams needs
- Implemented a CRM solution to improve the management of enquiries, appointments and offers
- Created a Shared Service Centre which increased communication between teams and improved the customers experience
- Created an appointment booking and management interface on the website and for the nurseries
Lasting organisational benefits
Lasting impacts and wins
- Unified team working together to provide improve customer experience
- Employees confident dealing with customers across all channels and varying situations
- Reporting solutions at all levels within the business increasing sales
- Using technology to underpin the growth of the business