Customer Relationship Management

Helping you manage and communicate effectively with your customers and prospects.

What do we do?

We specialise in developing customer relationship management systems to manage data for a range of businesses and organisations. We custom design databases to meet the needs of each client, as we believe that each business has its own individual requirements that do not necessarily fit easily into a “one size fits all” product available off the shelf.

Typical issues

You have a load of information about your customers and potential customers / prospects / patients / jobs, but don’t know how to organise or use the information effectively:

• Data from the same customer is held in different systems e.g. invoicing, customer purchases, what your marketing department has sent out, complaints
• Information is in a mix of formats e.g. in your staff’s own computers, on spreadsheets or paper-based
• • You have no systems so your team find it difficult to follow the business processes and perform their job easily and efficiently

How to do it better

We can help by bringing together your customer records in one database, with several advantages:

• There is a single place for you to view all your business information
• Quickly and easily find all the information that you need
• You can keep and view the history of all your customer interactions and job management, e.g. meetings & phone calls
• Easy to manage KPIs (key performance indicators) with reports customised to your needs
• Data is more secure
• Better data integrity – i.e. all your records are consistent
• Automated reporting
• Can be used by multiple users at the same time
• Enables you to provide better customer service as all your staff can see the same information
• Improved staff and business efficiency

Features

Our CRM databases typically contain a range of the following functionality:

• Maintain a list of companies, organisations and individual contacts within the company
• A record of communications with contacts
• The ability to carry out email campaigns based on demographic and other criteria
• The ability to extract customer name, address and other data to produce individualised letters or other direct marketing items.
• Customised reporting

We have data analysis skills which enable us to “drill into” the data to identify trends in factors such as customers’ purchasing patterns. This allows us to provide valuable marketing information to our clients.

We also offer a data entry and data import service so that clients can have data brought into their systems promptly and cost-effectively.

Customer Case Studies

Animates

We managed the entry of all new membership data for all customers of Animates pet stores throughout New Zealand as well as updating data on changed customers and pet details.

The Press

We developed a system for The Press that allows them to make a range of targeted resubscription offers to subscribers who have recently cancelled their subscriptions. We are also responsible for managing the process of communicating with the relevant subscribers in this programme.

Tourism Holdings Ltd (THL)

We developed a customer and prospect management system for THL that allows the efficient entry of customer and prospect data. Our system can be used to segment this data by a range of factors such as brand, region of origin, referral source, etc and for managing communications with selected individuals.