Case Study - Bathing Solutions
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
Bathing Solutions supplies a range of walk-in baths with matching toilets and washbasins, mainly for people with impaired movement.
From 3 people working in a house 1998, Bathing Solutions, of Ledbury near Hereford, had sales of £5 million in 2004. Manufacture of all components is sub-contracted. Enquiries are generated through magazine advertising, which consumers respond to by mailing coupons or accessing the company's website or by phone. These are followed up by a tele-canvassing team, which assesses requirements and, if appropriate, arranges a consultant's visit, to start the order process.
ProspectSoft CRM System Objectives
Bathing Solutions' main problem was to record every customer enquiry accurately and track them through at least 12 stages to order completion, including sub-contract installation teams. A wrong entry, a delay in response or poor scheduling could effect customer satisfaction and even lose orders. 200 to 400 enquiries are generated weekly, at a cost of £100 each.
An average order is worth £4,500, so 3-4 more orders a week, resulting from better enquiry management, would be a major benefit.
Benefits of ProspectSoft
After reviewing offerings from AchieverT, GoldmineT and MicrosoftT, ProspectSoft CRM solution was selected by Bathing Solutions for several key reasons:
- Once an enquiry is logged in ProspectSoft CRM software, notepad entries cannot be altered, so all actions are fully traceable.
- The ProspectSoft CRM Software System stores all documents about any enquiry, inbound and outbound, which are then accessible to every user
- A ProspectSoft CRM "status" is assigned to every stage of the order process, in a mandatory sequence, so that no stage can be omitted. This produces very effective process management
- Time elapsed within and between each status is logged by the CRM system and any delays can be flagged to management.
Although implementation of such a system was a major culture change for Bathing Solutions staff, ProspectSoft CRM Solution met with strong user acceptance from, because of its ease of use and because it provided instant access to all customer issues.
According to General Manager, Andrew Watson, "Turnover is up by nearly 50% over the last year and this is in no small part due to the extra management control that ProspectSoft CRM given us".
The company anticipates more benefits as additional ProspectSoft CRM modules are implemented, particularly Problem Tracking, to improve technical support.