Backed by full-stack dev team
In addition to consultants, full-stack developers, experienced support and training staff are at your disposal.
Are you looking for a partner that’s not just willing, but keen to work with you? We know from over 25 years in CRM and business consulting that introducing a CRM to your organisation is far more than a technology call. It’s about achieving business outcomes and results.
So that’s where we start: business first. We want to understand you, your goals and your culture. We need to know the why before talking about the how. Our ideal engagement is where we can take up your cause and become aligned to the desired business outcomes by knowing your business and its needs.
Many service firms are able to deploy a CRM, but if it doesn’t improve your business it’s just another tool. And we’re pretty sure that’s the last thing you need. While we’re experts in software development, what we’re really about is business processes. It’s our DNA.
Everything we do and recommend is driven by one question: How does the technology strategy support the business outcome and result?
As consultants, we’re backed by fully accredited developers, training and support experts and more, so we know what we’re talking about. We can work with you from initial discovery right through to final delivery.
Our project delivery methods are flexible, and give you control. We make sure to start small, then deliver quickly. This gives you and your team plenty of options to iterate and improve, all while keeping risks low and costs under control. Change management is part and parcel of any digital transformation, and we make sure that your team is heard.
Implementing a CRM is a hands-on job, but it’s not a solo one. At CRM Strategy, our role is to partner with you, figure out what’s important and collaborating with you, define, design, develop and deliver.
To find out more about what we do, have a look at the list of capabilities below. Or even better, give us a call.
Capabilities
Design & System Architecture
Our Systems Architects offer end-to-end designs that take advantage of the latest business process thinking, underpinned by robust technology.
Working intensively with our clients we iterate our designs from first principles to final product, checking in at each stage to make sure we are solving the underlying business goal. We use common sense-language to make sure everyone is on the same page, and make sure everyone has a clear understanding of the work from simple prototypes to final product.
Customer Loyalty & Rewards
The best customer is a returning customer, and we can work with you to design and implement automated systems that identify and reward your most valuable clients.
With the CRM both capturing and managing their journey, we can help you track the cost of business and referrals your customers may introduce, giving you a total customer value.
Change Management
The decision to implement a CRM requires a change to existing practices. It doesn’t matter how good a CRM is if your staff don’t use it properly.
With over 25 years’ experience in introducing CRM systems to businesses, we know the points of resistance, and also how the enthusiasms of implementing a new system can impact its long-term viability. (Hint – don’t turn everything on at once).
We coach managers and staff towards a successful adoption of the CRM and related processes, or offer plans that managers can run independently.
Training
We provide a range of training options geared to suit your unique team and business needs.
We offer Train the Trainer, individual or team training, (in person or remote) full documentation and video.
Training can be based on the specific software functions, ‘A Day In the Life’ or broader business concepts as they pertain to your CRM.
Lead Capture & Nurture
From business card scanning to collecting sign-ups through your marketing campaigns, we can assist your business with the process of capturing then managing your leads in your CRM.
Leads once captured, then need an organised process to turn them into loyal customers, and we can work with you to design and implement the perfect pipeline for your business.
Software Development
Every business is unique and sometimes that means that custom development is needed to deliver the outcomes it needs.
With a staff of full-time developers, CRM strategy can translate your needs into reliable and supported packages that you have full control over.
From small, fast-turnaround projects to long term development programmes, we can ensure you get the results you need on time and budget.
CRM Consultation
Often the process of bringing on a new CRM opens up many channels of conversation and enquiry.
This ongoing discussion can often run well past the initial deployment, and so we are always available to help untangle a problem or provide an informed view as it pertains to your business goals and CRM.
Phone Integration
We work closely with 3cx to ensure deep integration with Sugar and Zoho. In and outbound call tracking, with popup case management, notes and staff tracking.
Sugar For Mobile
Looking for your own bespoke Sugar experience?
We’ve created a templated mobile Sugar App that you can brand, customise and deploy to your staff to suit your own needs.
Custom Web Applications
We write web applications that are both stand-alone and integrate into CRM systems.
With a custom web app you get a modern device-agnostic user experience that’s custom-built to answer your business need.
We optimise for all screen sizes, ensuring we cache data for offline functionality – guaranteeing you and your staff get a consistent and reliable experience.
SLA’s Silver-Platinum
We offer a range of SLA levels, from Silver to Platinum for customers with mission critical systems.
SLAs ensure your request, triaged by severity and SLA type is fast-tracked to the appropriate support staff for timely resolution.
SLA reports are sent on a regular basis to customers, detailing a full breakdown of all support requests and actions in the period.
Report Building
While all CRMs have reporting features, it can sometimes be a challenge to create the specific report you’re looking for.
Our data specialists are willing and able to craft any report you need.
And if the native CRM reporting system isn’t able to provide the what you’re seeking, we have access to BI tools to create more detailed reports and custom realtime on-screen experiences.
Technical Support
We offer support for all products and services. All requests for support are logged via an automated ticketing system. Works conducted are supported by a full warranty, while out of warranty support requests are billed in 15 min blocks of time.
All work is reported back to the customer, detailing the issue, ticket number, log date, resolution and time to resolve.
Proactive support such as proactive server support packages are also available, where CRM Strategy staff regularly health-check the state of your system and advise of any potential issues.
CRM Tailored For Industry
Businesses are unique, but industries share many common attributes.
Leveraging our 25+ years’ experience in the CRM domain, we tune a generic CRM experience into something bespoke for your industry.
We know the differences in the sales pipeline and customer engagement models and if we don’t, we’ll work with you to ensure language, flow and experience are something you and your staff are familiar with. So you can hit the ground running.
Concierge Service
Sometimes an organisation is so complex the challenge of implementing a CRM seems overwhelming. In other words – you don’t know what you don’t know.
To help with onboarding and improve your CRM experience we offer a concierge service, where one or more of our staff work with you for a period of time on-premise.
These staff activity engage at all levels, from on-the-spot training to building reports, or proactively raising opportunities for process-improvement. It’s like having a staff member of your own who’s fully trained in all the nuances of your system, at your complete disposal.
Pre-Configured CRM – The Performance Office
The Performance Office is a strategy for deployment that focuses on risk management and rapid value delivery and forms the foundation for future activities.
Just like in construction a strong foundation is always required, and the Performance Office provides this foundation with a suite of pre-configured modules, call and pipeline management tools, reports, and allowances for a base-data import to get you started. The Performance Office offers a secure first step in onboarding a CRM.
Mentoring
CRM Strategy staff come from multiple industries and bring a wide range of experience to bear on any project.
From strategic planning to lead acquisition, SEO, data integration, marketing and more, we are more than happy to work with your team to share our knowledge and supplement missing skillsets.
Mentoring is more than simple training, as it involves a deeper relationship where the interactions range from simply being available to bounce ideas through to formal reviews and advice.
Strategic Planning
At CRM Strategy we take the view that technology only exists to serve the business need.
We make sure that we work with clients at a strategic level to discuss not only the technical implications of a plan but more importantly the business considerations. We start and end with the business-need and only once we’ve clearly understood what that is, does the technical conversation start. Our only measure of success is whether the business improved and met the goals of the plan.
CRM Audits
Is your current CRM delivering on its promise? Are you getting real business benefits?
We provide a service to audit your current CRM and deliver a report on all aspects of its performance in the context of your stated business needs.
Audits cover both technical and business function and are supervised by a Senior Architect. Once the audit is complete, we provide the results to you with no obligation.
Sugar CRM Connectors
We’ve developed a number of plugins that are ready to deploy into your Sugar CRM system. These include:
- Mailchimp integration
- Event management system
- BCI to Sugar Connector
- Enhanced Contacts (Contact Plus)
- and many more arriving soon…
Visit Management
All CRMs have call and meeting records, but by themselves these tools don’t drive sales and customer retention.
We work with you to maximise the value of your CRM by ensuring it provides your sales, support and account management staff with timely heads’ ups and best time to contact, based on rules that you supply.
Further, by integrating into real-time maps and mobile applications, the systems will be location aware and able to offer your team optimised visit plans.
CRM & Data Integration
We have the capacity to integrate to multiple data sources ranging from manual import/export to real-time omnidirectional synchronisations.
We specialise in high volume, massive data sets and have a thorough understanding of secure transactions.
Some examples of the systems we integrate are:
- Marketing
- ERP
- Accounting
- Financial services
- Payment gateways
- Identity services
- Consignment services
- Service Integrations (chat, SMS etc)