CRM Solution Success Stories

How are companies using CRM solutions? The range of organizations using CRM systems today varies widely. While CRM was developed largely for service providers such as banks, hospitals, and universities, businesses small and large have found CRM to be beneficial to their bottom lines, regardless of size. Small businesses are finding CRM solutions save them time and money by organzing their client information, making it easier to provide quick and easy customer service without all the paperwork and staffing. Larger companies are using CRM to not only manage their clients, but also identify and retain new customers.

Below are a few customer stories about their experiences using CRM in different industries worldwide.

Alta Resources

Alta Resources is an outsourcer of customized sales and service applications such as call center management and customer data analysis applications. To keep up with increasing internet and global demands, Alta needed a CRM solution that integrates its clients' business processes with its own applications to create mutual customized call center solutions for its clients. Alta Resources turned to PeopleSoft to help them create a unified, seamless CRM solution that resulted in their ability to expand their business, enter new markets, take on more clients, and increase revenue significantly within a relatively short period of time.

IBM

As a longstanding technology organization, IBM suffered from too many departments running on different platforms and applications that were no longer compatible, as some upgraded while others didn't and new systems were introduced. IBM was already using Sieble's CRM solution for it's call centers and technical support, so when IBM needed help with it's sales and marketing, they turned to Siebel once again to create a single integrated, company-wide CRM solution platform that supports IBM sales and marketing worldwide by providing a single source for customer and marketplace data, in several different languages and currencies.

Bedfordshire County Council

It's not surprising that the public sector has turned to higher-tech CRM solutions in the past few years. Government and public agencies are responsible for interfacing with and servicing everyone from private citizens to public corporations and military agencies, and even small organizations can be overwhelmed with management issues. Bedforshire City Council in the U.K. was experiencing significant growth and a rapidly changing economy. SAP worked with the Council to create a CRM solution that makes the Council more efficient and enhances communications within its own department, with private companies, and with the general public. Bedfordshire County, and other communities worldwide, has realized that CRM has huge potential benefits to the efficiency of our government agencies, and can change the way government interacts with the public.

America OnLine

America Online, the world's largest Internet Service Provider, turned to SalesForce.com to help it manage its extensive customer base and, on the IT end, their customer - server interactions. AOL also had an increasingly complex sales and marketing process that involved multiple external partners, and managing information across multiple groups and contracts. SalesForce.com provided AOL with a CRM solution that directs customers and employees through the fastest and most efficient channels when seeking information or solutions, increasing productivity for the entire organization.

Three Rivers Pharmeceuticals (3RP)

3RP is an example of a start-up company that implemented a CRM solution from the beginning in order to maximize its profits and efficiency during this most important growth period. 3RP had planned to do its CRM in-house, but after researching the amount of staff and financial resources it would take to do so, especially considering the FDA requirements they would be subject to, 3RP opted to outsource their software services to Oracle. Oracle quickly implemented an e-business solution that allows 3RP to focus on it's research and business development while the Oracle solutions work to manage its contracts, business transactions, and helps to automate reports.

Blue Cross Blue Shield

Blue Cross Blue Shield worked with Pegasystems to organize and implement a CRM system to provide accurate information via one application that could do several functions, as opposed to several, disconnected information centers. BCBS saw the time it took to train new employees diminish significantly because of less time spent teaching system navigation - only having to teach them to navigate one or two screens instead of six or eight - and more time focusing on quality customer-service interactions. Employees now have more time to focus on customers instead of searching for information from several sources. The CRM solution also allows them to automate processes such as updating an address or requesting a member card, saving company time. Not only that, but the amount of technical support now needed to maintain the system is decreased.

American Airlines

American Airlines wanted to better understand its growing customer base, specifically the members of its AAdvantage Travel Awards program. AA worked with Epiphany to create a unique system that helps recognize customer differences through company-wide sources of data. Using this system, the airline and it's individual employees can offer personalized services to its most loyal customers - frequent fliers - and potentially greatly increase their profitability by retaining customers in an increasingly dynamic and competitive industry.

Boehringer Ingelheim

In 2003, Boehringer Ingelheim (BI), a pharmaceutical company, implemented the Siebel ePharma customer relationship management (CRM) suite to create a new way of approaching the company’s markets and to standardize information. As a global company, BI needed to standardize its sales and marketing practices worldwide. The Siebel system allows BI to compile and track product and client information in order for it to be deployed at any time, to any client, worldwide. The CRM solution, combined with other factors, optimized the company's effectiveness in such a way that BI saw their revenues double in a two-year period.