CRM System Rollout for Retail Franchise

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.

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.

‍

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

‍

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%.