Successful CRM Implementation for Coalescence: A Case Study

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Modern CRM systems enable efficient management of marketing activities across different channels and help deliver rewarding experiences for your potential customers. Businesses that store and manage their customer data on spreadsheets can miss out on opportunities to engage with their audience, leading to fragmented marketing efforts and potential loss of customer loyalty and revenue. Read our CRM business case to discover how we helped our client to take customer relationship operations to the next level.

Project Overview

Client:

Coalescence

Location:

USA

Industry:

Financial Services

Platform:

web

Team Size:

10 members

Project duration:

2 years

Technologies & tools:

.NET

Business Needs

Challenge

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A cloud-based CRM solution provides businesses with a centralized storage for customer data, including contact details, purchase history, preferences, and interactions. By offering a holistic view of each customer, CRM systems enable personalized communication and tailored services.

Our client was struggling with the inefficiency of their existing customer relationship management organization. They ran a series of locally hosted spreadsheets maintained by diﬀerent departments, resulting in siloed, redundant, and inconsistent customer relationship data that added unnecessary time to each transaction. Sometimes, employees couldn’t access critical sales and engagement data, which led to disruptions and downtimes.

The client turned to us with a request to help them implement a high-performing, cloud-based CRM solution to effectively tackle this challenge.

We support. We improve.

Solution

We started by conducting a series of stakeholder interviews to understand the company’s needs and goals for this project. Based on our findings, we selected the Vtiger CRM as the best-suited solution for this client.

Vtiger CRM is an open-source CRM software that offers a range of features for managing sales, marketing, support, and inventory functions within a business. It provides tools for managing customer interactions, tracking leads, automating sales processes, and analyzing performance metrics. It includes modules for contact management, opportunity management, email integration, task management, and reporting.

The cloud-based Vtiger CRM is a reliable, aﬀordable, user-friendly, and universally accessible system. Launched in 2004, the open-source Vtiger is mature, extendable, and well-documented. In addition, the system's intuitive interface offers users a steep learning curve. Some of the features of Vtiger include:

Streamlined import and export, where spreadsheet header columns can be aligned with Vtiger ﬁelds
Filter creation to display and sort speciﬁc ﬁelds within a dataset
Drag-and-drop functionality for eﬃcient ﬁle uploading and linking it to a particular record
Custom ﬁeld generation with a variety of ﬁeld types such as a pick list, text box, checkbox, and much more
User proﬁles management with different access levels
Detailed log of activity for each individual record to ensure more efficient tracking

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Engaged

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52%

Open Rate

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23%

Open Rate

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Results

Successful CRM implementation provided the Coalescence team with a comprehensive view of customer relationships. The team members can effectively track products and suppliers without losing sight of account management details like tasks to complete and contacts to make.

Coalescence uses the new system to store, track, and evaluate every lead and opportunity. This allows them to focus on high-value deals, ensuring higher win rates.

Robust data collection capabilities, powerful alert systems, and comprehensive reporting tools also ensure that the organization's management is always plugged into what's happening, facilitating more informed decision-making about lead nurturing and future products and services. Other beneﬁts include:

✓ Comprehensive contact proﬁles, notes, and engagement histories
✓ Greater visibility and management of high-value deals
✓ Seamless transition from data collection to reporting
✓ More operationally relevant workﬂow automation and reporting

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The team at TechVision has the expertise and skills necessary for successful CRM implementation. We can help you choose and implement a CRM solution to best meet your company's goals and needs and customize it according to your requirements. Book a consultation to discuss your needs and goals.

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