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digitalKnowledge Solutions |
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We answer your complex business problems by developing
solutions that combine people, processes, and technology to
drive positive results.
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Evaluating the Case for CRM |
[Read Full Case Study]
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Client |
For over 50 years, this family-owned and operated
business has specialized in the final stage
manufacturing of aerial lifts, digger derricks, and
custom bodies for utility companies and other related
industries. Headquartered in Wisconsin, the company has
grown both organically and through acquisition. |
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Challenge |
The company was built on developing and maintaining
customer relationships. However, despite the volume of
information being captured, this data is not being
properly harnessed, channeled, or shared throughout the
company. Management knew they needed to find a way to
give themselves an information edge by
establishing a common information sharing system that
would empower all levels of the organization to better
serve its customers, more accurately forecast demand,
and ultimately grow the business. |
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Solution |
digitalKnowledge executed its comprehensive CRM
Impact Evaluation program to help the company gain a
full understanding of the benefits, risks, and impacts
of CRM. digitalKnowledge used a three-tiered
approach to complete the in-depth evaluation program,
beginning with one-on-one interviews with 16
representatives from 12 different business areas.
Using the insights and opinions collected through the
interview process, digitalKnowledge completed the second
phase of the evaluation by analyzing trends and
commonalities to create a succinct view of the current
and future states, expected business benefits, as well
as a list of high-level business and technology
requirements.
The last stage of the program quantified the
potential impact of CRM and provided the company with a
detailed, phased roadmap that could be leveraged in
future planning and implementation efforts.
digitalKnowledge identified specific ROI Impact Points
where the company could begin to see tangible,
measurable results such cost savings, increased sales,
and competitive advantages. |
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Results |
Having a springboard to jumpstart their CRM efforts
has been an invaluable tool for the management team and
has provided the company with a shared vision of CRM
that can be articulated and embraced at all levels of
the organization.
As the company continues to embrace CRM, and begins
to implement the processes and technologies outlined in
the Impact Evaluation, they will begin to build the set
of capabilities that will ultimately set them apart from
their competitors. |
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