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Total Training, Inc. provides fun and innovative video-based training for leading creative design, digital video, and office productivity software programs. Among its other assets, Total Training enjoys a strategic partnership with Adobe, including the distribution of its products inside many of Adobe's software packages giving the company notable brand recognition from Adobe's web, print, and video product users. Casual hobbyists to seasoned professionals get up to speed quickly and easily on new programs using Total Training's products. Situation The three main areas of company-wide concern were improving customer contact, the sales order entry process, and the customer subscription status. Total Training had decided to implement Microsoft CRM and integrate with their Great Plains back office system. The management found it had limited ability to fully integrate and engage a comprehensive CRM solution across the enterprise. Total Training had already invested in back office solutions and functionality including Goldmine, CRM and Great Plains. However, Total Training's current system was inefficient and costly, resulting in low sales and disappointing customer retention. Key Goals
SCG integrated CRM's sales process metrics system with Total Training's e-commerce Web site and Great Plains solution for an e-integrated business solution. SCG accomplished the integration with BizTalk Server. The solution integrated with Total Training's existing "Web Order Form," thus enabling a consistent interface for submitting credit card and "on account" orders. The solution was deployed on VMware virtual servers. Results The project resulted in e-integrated business solution that enabled tracking per person outbound call activity, integrated web order forms, improved internal sales processes, increased customer satisfaction, and higher retention ratios. Total Training immediately noticed an increase in sales efficiency that will ultimately lead to increased sales. Per person outbound call activity increased over 30% upon deployment of the solution. Internal sales representatives gained two hours of call time per day as a direct result of reduced system challenges and improved efficiencies. Total Training also accomplished one of its highest priorities for the new solution: increased customer satisfaction and higher customer retention ratios. Both were achieved by the business solution deployed by SCG. |
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