Customer Relationship Management: A Start-Up Retailer Gains Market Advantage with Online Campaign Management
Business Challenge
A start-up business faces a myriad of challenges. To hit aggressive sales targets in a competitive environment, the sales team must be up and running quickly. A new business does not have the luxury of time in implementing a CRM system. How can a start-up retailer get its sales team effectively coordinated? What software is available to track and document sales opportunities as well as maintain customer retention without the hassles and cost associated with a major on-site system implementation?Solution: Web-Based Campaign Management
Armeta researched, recommended the purchase of, and configured Salesforce.com, a web-based application for integrated sales force automation. As part of the implementation, Armeta conducted a business process review and determined a system configuration appropriate to this retail organization’s business needs. The configuration included customized fields, pick-lists, tables, forms and management reports as well as the development of a multi-step pricing and credit check process. After rigorous data cleansing, Armeta loaded the customer data using a three-tiered data architecture that linked the corporate decision makers to their billing entities and multiple physical account locations. During the first year of operation, Armeta fully supported CMR operations from day-to-day administration through monitoring, results reporting and analysis. Customized online reports were developed to provide sales managers with access to view opportunities in the sales pipeline and key performance drivers. Armeta trained sales management, sales staff, internal IT, and third-party telesales agents in the use of Salesforce.com and associated sales processes.Result
With Armeta´s project management expertise, the Salesforce.com configuration and user training was completed in six weeks time. This web-based campaign management solution is now utilized daily by two business units and over 50 users. The CRM system enables the retailer’s sales teams to close deals efficiently by providing a single source for updating deal information, tracking opportunity milestones, recording all opportunity-related interactions, and managing customer retention. Not only was the implementation of Salesforce.com a huge win for this retailer, but also a milestone for Salesforce.com managing one million records.
Technical Expertise
Our experienced professionals have vast experience in OLAP, databases, development languages, business intelligence and CRM products:
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