Salesforce helps The Retail Factory follow-up leads, enhance service and retain customers

“A good CRM system connects all parts of the business, from sales and marketing, through to accounts and finance – Salesforce does that” 

Phil Dunseath
e-commerce director


Challenge
  • To find and retain customers in a highly competitive market
  • To manage and record all transactions with both current and potential customers, whatever channel they use.
  • To make the best possible use of sales leads.
  • To enable staff to focus less on data inputting and more on customer service and support
  • To connect the main business processes in a unified and seamless fashion

Solution
  • The Retail Factory opted to use Salesforce Enterprise Edition with more than half its staff, using the CRM system for its sales, finance and human resources operations.

Results
  • Greatly reduced manual paper recording and re-keying of data, saving staff time and allowing them to focus on other areas, such as customer support and following up sales leads
  • Enhanced customer support  helps to greatly improve customer retention
  • HR department has used Salesforce to more effectively house employee information to make internal reviews and assessments more effective.

 
View All Snapshots