CRM success stories
CRM may seem like a considerable investment in time, technology and money, but it is flexible enough to benefit all kinds of businesses. Below are some real-world examples of how companies of different sizes, and in very different industries have used CRM successfully:
Small businesses can use CRM to compete with big businesses
To compete with big business, small companies need to offer the efficient, seamless service of the juggernauts, and they can use CRM to do it. It used to take the Islamic Bank of Britain (IBB) hours to open a new account for a customer, but now the process is completed in minutes.
“We’ve automated the entire application process, including identity and credit checks, which means there’s no wait and no paper trail for our customers,” explains Mohamed Gamil, the bank’s Chief Operating Officer. “We thought Salesforce was just a customer relationship management solution but we were wrong,” says Gamil. “It has become an enabler for the entire business and has provided us with the accurate insight we need to continue to grow our asset portfolio.”
Fast-growing businesses can use CRM to reduce admin overhead
Staff at events and outdoor adventure company Xtreme.ie are more into scaling peaks than mountains of paperwork. But as a fast growing business they need to stay on top of everything in order to succeed.
Thanks to their CRM system, they don’t have to worry about returning to their desk to complete routine business tasks. They can view customer information, check work schedules, respond to emails and submit invoices, all from the mountain top with their iPhones or tablets.
“Our staff and contractors are always on the move,” explains Simon Collins, Xtreme.ie’s Co-founder and Director. “Salesforce gives our team amazing freedom and flexibility. This means our instructors can get on with the job they love, while management has a level of business insight that many larger companies can only dream of.”
Big businesses can use CRM to provide personal service
Small businesses use CRM to improve the speed and scope of their services in order to match big businesses; conversely, big businesses use CRM to provide the personalised service that comes much more easily to smaller companies.
Facebook use CRM to manage advertisers’ contact and account information, and they also use a modified CRM system to manage their entire hiring and employment processes. This allows the company to interact on a personal level with their one million advertisers and their 5000+ employees across the world.
Charities can use CRM to sync and share information faster and more cost-effectively
Not-for-profit organisations can benefit from CRM too, lowering costs and enabling their workers to focus on offering better services.
Homeless Link created a customised CRM system so they and their partner organisations can easily share information about the vulnerable people they are there to help. This means case workers spend less time trying to find and collate files from different organisations, and instead, spend more time helping the homeless.