19 May 2009

ConsultCRM has been selected by Bibby Financial Services, a global factoring company, to implement a Web-based customer relationship management (CRM) system across the company’s offices worldwide.

The new system, which is based on Microsoft Dynamics CRM, is designed to make it easier for the company’s staff to target, capture and analyse customer information across the global organisation. It will bring local language support for its marketing, sales and customer support staff and seamless integration with the core business applications they use to interact with customers.

“Previously, we were faced with a disjointed approach to managing customer interactions, due to the different CRM applications, the number of languages that would have to be supported and the territories that we cover,” said Rashpal Kullar, group IT director for Bibby Financial Services. “The company embarked on this project last year to move its disparate CRM systems to a single system.

The approach that companies are taking around managing their customer interactions is increasingly important, as keeping customer relationships strong is a key priority

Paul Caudell, ConsultCRM “With the new system we will be able to get a single view of all our customer interaction with one consolidated report,” continued Kullar. “The amount of time taken to generate customer management data will be reduced and our marketing and sales teams will have faster access to quality information and trends in the market.”

ConsultCRM will implement the system in a phased roll-out; the first stage covering Bibby Financial Services’ operations in Poland, France and Germany, the second phase covering Australia, India and the UK, while the final phase will cover the company’s US and Canadian office.

“In the current economic climate, the approach that companies are taking around managing their customer interactions is increasingly important, as keeping customer relationships strong is a key priority,” summarised Paul Caudell, CEO at ConsultCRM. “Most large organisations have multiple touch points to the customer and by joining up those various interactions they can gain real insight and improve the overall customer experience. Building the right CRM system that integrates easily with existing processes and workflows is an area where we are seeing increasing investment.”

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