Case Study - Vivid
Key Facts -
Industry:
Office Equipment Supplier
Accounting System:
Access Dimensions
CRM System Details -
No of Sites:
1
No of Users:
8
No of Modules:
10
ProspectSoft CRM software enables Vivid to improve response times and maintain detailed customer sales history while changing accounting systems.
In 20 years, Vivid Presentation Solutions has become the UK's largest independent supplier of laminating and binding machines, related equipment and consumables. Excellent after-sales service has helped Vivid to obtain major local government contracts in a customer base that includes 30% of FT 100 Companies.
From its Leicestershire base, a small field sales group generates orders for new hardware and contracts, while an 8 strong telesales team handles follow-on business, particularly consumables, which comprise a high proportion of company turnover. A technical team provides pre-and post-sales support.
Sales enquiries and quotations were poorly handled, with spreadsheets and paper, while hundreds of sales and purchase orders are processed weekly, covering thousands of stock lines, which was error-prone and time-consuming.
Benefits of ProspectSoft CRM Software
- 60% increase in speed and accuracy of responses to customer enquiries, particularly quotations, hence 35% higher order entry.
- 30% reduction in response time on support issues (none are now missed, previously an unknown quantity) and guaranteed customer follow-up
- Immeasurable improvement in customer intelligence, which was not previously available e.g. product sales by customer, territory and salesperson, over time
Vivid used Pegasus Opera accounting software in 1999, Sage Line 50 replaced this briefly, before Access Dimensions was implemented in 2002. Close integration between ProspectSoft CRM software and all these accounting systems meant that telesales saw few operational differences. It was also vital to retain the detailed sales history accumulated by the CRM system from Pegasus Opera and Sage Line 50.
The result is that, through a single ProspectSoft CRM Software window, Vivid's sales and management teams can review and analyse customer information derived from 3 entirely different accounting systems, accumulated over a period of more than 7 years.
In the face of stiffer competition, Vivid is focusing on its strengths in customer service and support. More detailed management information will be needed from the system and, as staff spend more time on the road, ProspectSoft CRM software's mobile capabilities will prove invaluable.