Company: Icon Studios
Location: Wellington, NZ
Industry: Professional Services
Challenges:telemarketers unable to access customer data from outside the office
Existing system, software switched from: Inhouse database
Results with BrowserCRM: customer information and history in one place and flexibility to allow access from outside the office
Quote:
" BrowserCRM is very easy to use and my new telemarketers are productive within 60 minutes."
Christine Wattie
Managing Director
The Challenge:
The Company specialises in high quality portrait photography providing environmental portraits and weddings for families, couples and individuals.
Since “starting from nothing” 15 years ago, GWP now has over 5000 customers and 10 staff.
As the company grew it employed telemarketers to work from home. The problem was being unable to access customer information easily from outside the office for telemarketers to call new client leads and to book appointments.
A great deal of time was taken by office staff faxing leads and appointments from the studio to telemarketers homes and then faxing the appointments back to be entered in the contact management system located in the office.
Appointments were often double booked, clients called twice by mistake and future calls and sales opportunities were often missed, causing wasted time and lost opportunities.
Since installing the system, BrowserCRM now offers the company the ability to enter all customer data in one place and to allow all staff to access the information from anywhere, in particular telemarketers working from home.
Staff can now share a central calendar to book appointments, send memos to the office to communicate, share email, store documents such as sales information to send to the client in the documents repository and to record future follow up calls and events in the tasks module.
The Results:
The biggest benefit for The Company has been an increase in profit due to increased efficiency of the telemarketers, eliminating double bookings and duplicate contacting of clients, and improved communication between staff and the office.
The business has also reduced expenses considerably as the increases in efficiency allow it to employ one less office administration person, saving over $40k per year.
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