The challenge
Capita needed a CRM that worked inside the group's strict company guidelines for third-party software. The objectives were to:
- Manage opportunities through the sales lifecycle
- Comply with Capita central guidelines
- Produce the MOB (Management Operations Business) report without the sales team spending time on it
- Track sample testing during the pre-sales process
- Give all users easy access to communication history
- Let users set activity reminders, so deals are not lost through lack of contact
- Provide access to the CRM on the road
- Import data from multiple sources
- Support multiple user devices
- Complete the project with an absolute minimum of disruption to the business
What we did
- Centralised opportunity tracking in a browser-based CRM
- Used theCRM's native Activity functionality to manage sample creation
- Built the MOB report in SQL, generated with a single click
- Consulted Capita's central IT services to meet data security requirements
- Set up automatic email tracking
- Provided simple activity logging and reminders
The results
- The MOB report used to take three man-weeks per month. It now takes 5 seconds.
- The CRM was implemented on time, on budget and within the group's guidelines for third-party software.
“Implemented on time and on budget. Replicated our MOB (Management Operations Business) report which used to take three man-weeks per month and now takes 5 seconds. Most importantly a CRM solution was implemented quickly, within budget and within the constraints of our groups guidelines for 3rd party software.”
Marketing Manager, Capita
