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Case Studies

CRM System Rollout for Retail Franchise

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A successful and well known family run business in its 3rd generation, our client operates with a franchise model and are passionate about customer care and experience. 

Our client was looking to implement a central system to create a more controlled and consistent customer experience across their franchises to improve customer functionality and engagement across multiple parts of the business to enable one centralised view of the customer.

A successful and well known family run business in its 3rd generation, our client operates with a franchise model and are passionate about customer care and experience. 

Our client was looking to implement a central system to create a more controlled and consistent customer experience across their franchises to improve customer functionality and engagement across multiple parts of the business to enable one centralised view of the customer.

Solution

This firm engaged an Expert to lead the customer functionality work stream for a new customer relationship management system across multiple departments of this franchise business.


The focus of this work stream was to improve the brand experience, service, sales, and data-led decision making.

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Impact

The results of this Experts work was the elimination of wasted time in decision-making processes, fast tracking decision points by up to 25%

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Further impacts from this CRM rollout were:

  • Process improvements and data centralisation improved utilisation by 15%.
  • Reduction in repetitive tasks with automation improvements, significantly reducing time spent per task by 50%.
Emma was an exceptional Consultant to work with, a very safe pair of hands, and happy to adjust her approach to whatever the project or stakeholders required in a very fast paced environment. Highly recommended.
General Manager, Franchise Retailer
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