The Sage SalesLogix CRM solution will support the retailer’s new financial rewards credit card system launched recently.
The rewards program is designed to improve customer loyalty, retention, acquisition and long-term shareholder value as retailers feel the pinch from reductions in discretionary spending. Macro-economic factors including inflation, fluctuating petrol prices, rising interest rates and lower consumer confidence levels are increasingly leading to stagnant spending conditions across the market.
“Rewards programs are acknowledged as a proven foundation to create lifetime customers – crucial in today’s tight economic conditions,” said Greg Simmons, Director of Acuere.
“As one of Australia’s leading retailers, they were expecting a high volume of calls through the call centre following the rewards system launch. They needed to be sure their call centre and CRM solutions were equipped to capture all calls and customer leads as they came through.”
The Australian retailer recognised its legacy CRM solution was unsuitable for this task. Based on the success of Sage SalesLogix deployments in other departments across the organisation as well as recommendations from Acuere, the retailer decided to deploy Sage SalesLogix for its ease of customisation, scalability and low cost of ownership.
Acuere has previously completed successful projects with a wide range of organisations including Aristocrat, Investec Bank, Thomson Reuters, Toro Australia as well as other divisions of the retailer itself.
The retailer’s solution was implemented in record time commencing just seven weeks prior to the launch of the credit card rewards system. Installation included customisation of the solution and training of the 130 customer sales representatives.
Sage SalesLogix will provide call centre staff with a complete view of customer interactions enabling collaboration and rapid response to reward program customers’ inquiries and sales opportunities.
The retailer will use Sage SalesLogix to:
- Track all customer interaction
- Attract and manage new customer applications
- Effectively handle general enquiries and product information
- Manage complaints
“The implementation was completed on-time and well within budget,” said the project manager from the retailer.
“In the first week, customer call volumes reached an average of 400 calls per day, then rose to 1,000 calls per day by the end of the second week. This is expected to grow further over time and we have no doubt the Sage SalesLogix solution will scale to cope with these volumes.
“Customer loyalty and customer satisfaction are intrinsically linked and for our reward program to be successful it was crucial that the call centre could easily capture, manage and action the volume of customer enquiries coming through.
“Sage and Acuere delivered us a system that not only meets these requirements but has already become second nature to our 130 customer representatives. I wish all system implementations were this smooth and effective,” the project manager said.
With rapid application deployment, and its highly customisable platform, the Sage SalesLogix system was the obvious choice for this implementation according to Acuere.
“Sage SalesLogix has enabled the call centre to comfortably manage the volume of calls with capacity to scale when volumes increases, without the need for additional investment,” said Greg Simmons from Acuere.