Case Study - Arcadia
Key Facts -
Industry:
Specialist Bathrooms
Accounting System:
Sage Line 50
CRM System Details -
No of Sites:
1
No of Users:
8
No of Modules:
7
Arcadia Corporate Merchandise supplies promotional products to mainly blue chip client base. Founded 7 years ago, the company today ranks among the top 30 UK merchandising suppliers both in size and product range.
This position has been achieved through continuous attention to customer satisfaction and by providing new ideas and products to help promote branding strategies. Unique to the industry is an integrated fulfillment service of warehousing, order processing and distribution, using a client website designed and hosted by Arcadia, for clients' resellers or agents globally.
ProspectSoft CRM System Objectives
- To enable anyone in Arcadia to respond sensibly to customer queries
- Replace complex customer quotations based on Excel spreadsheets, then to transfer quotations into sales orders rapidly and accurately
- Manage client projects which can run for up to 5 years.
Benefits of ProspectSoft
- All ProspectSoft CRM Software users can deal with any customer query because of instant access to details of phone calls, correspondence, quotations or orders.
- Customer quotations are turned round in hours rather than days.
- Transcription errors have fallen steeply and efficiency has improved through automatic conversion of ProspectSoft quotations into orders in Opera SOP.
- CRM Software users can access all Opera II Sales Ledger transactions and the notepad.
- Recording the source of each enquiry in ProspectSoft CRM Solution provides detailed analysis of results of marketing activities
- Complex or lengthy sales processes are easily managed
According to managing director, Jason Markwick, "Customer service has been greatly improved, as has overall productivity, due to the ability of any member of staff who answers the phone to access the system and handle any customer query quick and effectively."
Arcadia plans further integration with Opera II, particularly purchase Ledger, to record and track supplier quotations and orders, then to relate them to quotations for Arcadia's customers.