Fortis Investments

Challenges

An existing ‘on-premises’ global CRM system with:

• Low levels of user adoption and high management dissatisfaction.
• Poor alignment with business processes despite numerous attempts to get things right.
• Minimal management information or pipeline visibility.
• High costs of ongoing maintenance – both licence fees and staff.
• An IT bottleneck for all system changes and new MI reports.
• A Board commitment to look at the options for implementing a new solution.

What we did

• Defined the scope and business requirements for a new CRM solution.
• Managed a thorough vendor selection process to determine the most cost effective solution that fully met the business needs
• Produced the business case and secured Board sign-off.
• Deployed the selected system (salesforce.com) to 150 sales and marketing users across 14 countries.
• Migrated all sales, account, contact and activity data from the previous system.
• Trained all users and proactively drove user adoption.
• Developed a full suite of dashboards and management reports to provide full visibility of the sales pipeline and other sales and marketing management information.

Results

• Significantly improved effectiveness in managing sales opportunities and full visibility of the pipeline and sales performance at organisation, country, team and individual level.
• Improved marketing effectiveness including full understanding of the impact of differentiated marketing activity.
• Management of global, diversified clients as one rather than the previous piecemeal approach
• 100% user adoption of the new system.
• 100% management satisfaction with the new solution.

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