Back to the Basics!
Summary:
Replacing a very expensive CRM system which had a lot of features which no one used by KlipboardCRM not only saved costs but increased efficiency and engagement with customers for a mid-sizeddigital marketing agency.
The Problem:
Emma’s Digital Marketing company always prided itself on their IT capabilites especially the propensity to invest in new technologies and have a range of applications available for their staff. Several years ago they had invested in a state of the art expensive CRM system that had a multitude of capabilities. They were very impressed by the sales pitch and the number of bells and whistles the application provided including “future proof” capabilities. It was a unanimous decision by those involved in the procurement process as they were buying a well known globally branded solution. However, a few years later this very system was identified as one of the major bottlenecks in serving their customers effectively. Whilst all those features did exist an audit revealed that barely 5% of the actual capabilities were really used. Most users just wanted some basic functions like task reminders and notes and simple capabilities that could be used quickly. They also wanted team collaboration made easy and fast access to customer leads and deals reports. This is where the existing system seemed to trip over. It needed a lot of setup and training time for new users, collaboration was not that simple and needed a fair bit of advance planning and they needed a support team to generate reports. Plus it was a very expensive system and the management team kept questioning if they really needed to pay such high licence fees for a system which was underused.
The Solution:
Emma started doing some research and came across Klipboard CRM. From the outset the system delighted her with the simplicity of use and how easy team collaboration was across users. Everything was setup visually via Boards and Sticky Notes which were just moved across the various columns which were customised to the process they followed. The simple visual representation however did not compromise the functionality that was needed. This could easily be done at a Card (read Sticky Note) level or within the cards as a Task. Reminder notifications popped up within the app and if required also via email. Notes could be added when required and the ability of the system to flag overdue follow ups by turning the cards red made those follow up cards stand out. In addtion there were a vast amount of dashboards, reports and graphs included in the system with various filters that made it very easy for each user as well as the management team to generate their own reports.
The Result:
Emma trialled the system with four other key users who were open to exploring new options. The two-week trial result did not surprise her as all users unanimously supported moving over to Klipboard CRM. Using real data from the trial Emma presented the solution to her management team as well as her colleagues and was pleasantly surprised by a quick decision to move forward with the change. Implementing the system took just a few days because of the ease of setup and training users was via Klipboard CRM’s online self-paced training videos placed online in the Knowledgebase. Not only did the company save a significant amount of money on licencing costs, users started interacting more with the system as it gave them exactly what they wanted – a robust CRM tool with most of what they needed. Another audit after go-live showed 90% of Klipboard’s capability was being used to great effect much in contrast to the earlier solution.
