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Schepisi, ContactTracker
The Business
Founded in 1990, Schepisi Communications is an industry leader in providing business-to-business voice data mobility & IP telephony solutions. This was recognised last year when they were awarded the 2006 Telstra Dealer Partner of the Year Award. Based in Melbourne, over the last 17 years, they have grown to 25 staff with a dedicated focus towards quality customer service.
The Challenge
| • | Aggressively competitive telecommunications market |
| • | New industry players around every corner |
| • | As a Telstra Dealer Partner, the competitors are the same as Telstra's |
| • | Premium pricing structure means that a competitive edge needs to be found in quality customer service and differentiation in the market by providing solutions rather than products |
| • | Difficult to maintain a customer focus with disparate customer databases (various CRM's and the mobile-focused, back-end ICE database) |
The Solution
ContactTracker's philosophy of customer-centric CRM combined with its ability to integrate with any back-end system made it an attractive solution for Schepisi Communications.
Over a 12-month period, they began an analysis of what their CRM requirements would be, and then began an extensive review of existing CRM systems that met their specific needs.
Included in this review were Microsoft CRM, ACT and ContactTracker with ContactTracker eventually coming through at the end due to its holistic approach to customer records, it's seamless integration with the ICE back-end database and, crucially, its ease of use.
With database systems as central to an organisation's focus as Schepisi Communications, it is important that staff are not tied down with the use of a CRM system, rather than they can simply use it as a tool to enhance their existing sales and customer communication processes.
The Outcomes
Having previously had their customer information spread across disparate data sources, Schepisi Communications are constantly improving the quality of their information in order to provide better premium services to their customers. ContactTracker's flexible security structure means that all information is accessible by all Schepisi Communications staff from one single point.
Having run ContactTracker successfully since January 2007, they are now using their extensive quality database to run focused Newsletter marketing campaigns targeted at the various segments of customer base, ensuring that the right clients receive the right information.
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