Dramatic Increase in Productivity
Summary:
We enabled one our customers to migrate from a complex CRM to Klipboard resulting in a 35% increase in sales team productivity and enhanced engagement with customer outcomes.
The Problem:
Tim the Head of Sales for a well known car dealership was confounded while using the existing CRM system they had put in place a couple of years ago. It was a well known CRM brand globally and they had decided to procure it based on that brand name. However, soon after implementation the problems started. His sales team had a mix of senior and junior people. The senior members though well versed in using software applications were completely perplexed by the complexity of the CRM system. They had to remember a lot of steps to create a lead and had to keep navigating to different areas of the system just to pull out details of contacts and deals. In addtion, there was no quick way of seeing which lead or deal was at which stage, requiring reports to be run repeatedly and having to naviagte back to the contact and deal which wasted a lot of their time. The junior staff kept coming up with new suggestions each day in which to use the CRM which after a few months resulted in every member setting up everything differently to suit their level of understanding and expertise. This resulted in Tim and the management team getting vast variations in their management reporting on leads, deals, pipeline values and the ability to understand what worked well and what did not from a sales perspective. Repeated training sessions kept turning into chaotic ones with users complaining about complexity and the time the system consumed to keep navigating from one area to another without any meaningful links.
The Solution:
Tim was then told about a user-friendly CRM system called Klipboard by one of his friends. Tim started a trial and found he was able setup the entire system to suit their needs within just one hour with no external consultants needed. In addition, it was extremely easy to just add team members to the lead and deal boards allowing a shared view for team members. It was all done with just a few mouse clicks. Having the sales process depicted on a board in 5 steps meant the team was able to visually view the lead or deal status at a glance. With self-paced online training videos which took less than an hour to complete the team switched over to using Klipboard within 24 hours. For the users it was as easy as moving sticky notes from one area to another on a board as the deal progressed.
The Result:
The impact of changing over to Klipboard was much more than Tim expected. Firstly, the entire team followed the same process as there was no ambiguity in understanding of the deal stages and what needed to be done to update records. Secondly, the ease of use of Klipboard CRM meant a simple and standardised way was introduced for everyone to manage their leads and deals. The team no longer complained of complexity and the productivity shot up by over 35% because it was much simpler and easier to use. This was easily measured as Tim and the management team could track an increase in the volume of contacts and deals due to time savings by using Klipboard. It also allowed them and each member to run pre-built dashboards, graphs and reports which meant no fiddling around for data and waiting for the resident expert to churn out reports once a month. Finally, there were some other unforeseen benefits like a smooth transition when one member went on leave to hand over their deals and leads to another during the absence. Because of the collaborative setup of the system, this task was easily handled and managed with very little stress.
