Customer Relationship Management Case Study

June 25, 2018

Hello Everyone,

This entry will be the latest in our series of customer case studies.  Astir IT would like to share some examples of how we have helped customer, like you, improve their business by leveraging advanced technology.  The services, solutions, and products we have provided customer have helped them improve efficiency, automate processes, and boost bottom line.  As always, if you want to see how we’ve addressed a specific scenario that you don’t see either here or at our website (www.astirit.com), contact us today to discuss.

Today’s case study involves a customer who needed an improved customer relationship management (CRM) system.  They had a fragmented process consisting of basic spreadsheets and rudimentary, small-scale applications; which ultimately led to inconsistent, unreliable data sharing.  Their basic requirement was to better consolidate their data for improved visibility and analytics.  It would be accessed by multiple organizations, including sales, marketing, and executives, each of which had a different set of unique needs.  Overall, a cohesive CRM system would improve their lead management, marketing analytics, and enable more accurate forecasting.  

Astir IT worked closely with the customer to help them fully realize their business requirements.  For the overarching system, the requirement was to both grab and fetch data from multiple sources (consisting of multiple forms), cleanse it, house it, segment it, and perform complex analytics.  Once the data was captured by the system, it would need to be accessible by multiple viewpoints, based on the requirements of each user population.  This included:

  • Marketing:  The marketing team needed to better understand the results of their marketing campaigns.  The data being captured on existing customers and potential leads included campaign interaction data, which was critical shaping future campaigns.  The data would be presented in detailed reports from several perspectives, including grouped by population, account, and campaign.
  • Sales: The sales team needed detailed profiles of both existing customers and potential leads for sales follow-up efforts.  A complex scoring algorithm was needed to weight interactions and understand prospect viability, and customer/lead profiles would need to be robust and detailed.
  • Executives: Executives wanted a clear, concise understanding of how marketing and sales efforts were going.  Multi-level dashboards with simple, easy to navigate interfaces were critical, as they would be used to measure the efficacy of multiple departments and develop accurate forecasts.

 

Given the complexity of the requirements, Astir IT began developing a custom CRM platform for this client.  Throughout the development process, we kept members of the customer marketing, sales, and executive organization close in order to capture any evolving business requirements.  Upon delivery, Astir implemented and integrated the application into the customers technology environment to ensure a smooth transition.  Organizational buy-in was high, and the customer was able to enjoy increased reliability and visibility into their data.

CRM , , ,

Astir IT - Customer Relationship Management CRM

October 16, 2013

Hello,

Customer relationship management has become a major facet of any organization.  It has become increasingly important for companies to keep their current customers happy.  In fact, retaining current customers has become as important as winning new business.

Monitoring current client, developing and managing touch points, and maintaining relationships can be difficult and complex.  Luckily, there are tools on the market that can assist with customer relationship management (CRM.)  These CRM tools help automate procedures, streamline processes, and simplify the overall relationship management exercise.  Yet, with all the CRM tools currently on the market, there isn’t much flexibility or customization available.  “Off the shelf” tools are designed with everyone in mind, and often leave customers with many gaps.

Many times it becomes necessary to seek out custom development of a CRM tool.  Having a CRM application custom built enables customer specific business rules to be implemented; ensuring complete coverage and easy assimilation with existing technology landscapes.  The trick with having CRM tools custom designed and built is finding the right resource to work with.

Astir IT Solutions, Inc. has a number of CRM services to choose from.  As a full service IT company, Astir can provide your company with different options to custom design and build CRM tools.  Astir can take complete control of the development of a CRM tool, and build it off a client site.  Astir can also provide on-site resources to client locations, who can partially or fully manage a CRM project.  Our flexible business model will ensure that all specifications are met, including budget.

 

Feel free to give me a call at 908-279-8670 ext. 716 to discuss your CRM needs.

Best Regards

Adam Moltisanti

Manager, Marketing and Vendor Relations

Application Development, Astir IT, Blog, BlogEngine.NET, Business Intelligence, Consulting, CRM, IT Staffing, Outsourcing, Recent Posts, Software Development, Web Design, Web Development , , , , ,

Astir IT Data Analysis Services

September 16, 2013

Hello,

All businesses have the distinct need to gather and analyze data.  That data may concern employees, customers, departments, revenue, etc… and it can take many forms.  Through the detailed analysis of this data, businesses can gain a deep insight into the different aspects of their organization, and learn where resources can be concentrated.  Yet, with the importance of data gathering and analysis, many organizations don’t have the know-how or means to take advantage of the information out there.

Astir IT has extensive experience in data gathering, analysis, and reporting.  Our expert IT professionals can design a system that gathers, cleans, houses, analyses, and reports on your data… and can even help maintain and interpret the output of your new system.  Astir IT can provide in-depth understanding of the different areas of your business, so you know what works, what doesn't, what needs retooling, and where resources are best spent.

Astir IT has over 10 years of experience, and has over 250 IT experts; many of whom are placed with Fortune 500 companies.  Our expertise can help improve your organization by providing custom solutions and services that fit your exact needs.  I would love to further discuss our services with you, so please give me a call at (908) 279-8670 ext. 716.

Best Regards,

Adam Moltisanti

Manager, Marketing and Vendor Relations

 

Application Development, Astir IT, Blog, BlogEngine.NET, Business Intelligence, CRM, Data Warehousing, Recent Posts , , , ,

The Power of CRM - Astir IT Solutions Blog

March 08, 2012

It’s interesting to note that research has shown that retaining as few as an additional 5% of your customers can increase your profit margin by almost 100%. What keeps this from being great news is that, according to that same research, on average half of a B2B organizations’ customers will leave them within 5 years.

So what is a company to do?

Because you require a better understanding of your customer needs and greater insight into how you can strengthen your customer relationships, begin able to  keep customers happy and identify the best new customers to acquire is key.

This is where CRM (Customer Relationship Management) comes in.

Astir IT can support your CRM endeavors based on 3 key elements: Information, Processes, and Relationships.

Information is critical to understanding the relationships you want to have with your customers. Information is also key in learning how to improve the profitability of these relationships. Without a proper understanding of your customers and their needs, you will never be able to provide the proper services to maintain a longstanding, successful relationship.

Processes promote consistency. Customers want to know that you will perform well, and perform consistently. Customers want to be able to predict their experiences, and want to know that they can expect excellence. Apart from stabilizing a relationship, processes help break down complex tasks into digestible steps for your customers to understand. This way, not only can they predict excellent results, but they can understand the worth in your services.

Relationships are the most important aspect of customer retention. Customers respond to value, and only when you provide consistent value will a customer become loyal. Regular positive interaction allows you to reinforce the positive value you provide your customers, and fosters the strong relationships.

Astir can work with you to define and refine your customer approach. Give me a call, I’d love to discuss the Astir difference.

Bob Markowitz

Vice President

(908) 279-8670 ext. 704

bobm@astirit.com

CRM