Selecting the Right Partner
Honda (UK) wanted to work with an implementation partner that could provide the resources, skills and expertise that would enable it to take full advantage of the comprehensive functionality contained within Sage CRM.
“We wanted to harness the full potential of Sage CRM,” says Doyle. “This would enable us to generate ground-breaking services to support not only our own associates, but ultimately our customers too."
As well as undertaking the switch-over to the new CRM solution, the selected implementation partner would also be responsible for ensuring the new CRM system contained robust processes, defined to the specific requirements of the business. A further
key requirement was seamless integration with Honda’s business critical, global and local systems, as well as those of external agencies.
“In a fast moving business such as this, we need the flexibility to implement new processes almost weekly. Defining the system appropriately at the outset would be critical to its long term efficacy - in terms of supporting our short and longer
term business objectives,”
“As an implementation partner Serversys offered a unique combination of experience and expertise,”
“Having worked extensively with the motor trade and other manufacturers, they understood our business intimately. Added to this they offered extensive knowledge of Sage CRM, having completed a number of major implementation and migration projects.
Finally, from almost day one, they demonstrated their superb integration skills”.
The Drive to Go Live
Working closely with Honda (UK)’s development team Serversys began to scope the CRM system requirements. Using a Rapid Application Development technique, Serversys was able to prototype and refine the system in just three months before developing
the migration routines to support the seamless changeover from Honda (UK)’s previous system.
“Implementation was extremely rapid,”
“We always recognised the transition process would be business critical, as our sales and marketing processes are dependent on robust systems being in place and operational - and Serverys delivered on every level.”
For the initial implementation phase, interfaces to four critical internal systems - demonstrator vehicles, customer orders, customer registrations and the corporate contracts database - were put in place. Since the go-live date, Serversys has undertaken
the integration to a further four systems.
Users - which include field sales associates, head office staff and the external specialist marketing and support agencies that support Honda (UK)’s corporate fleet activities - now have access to a rich source of data on every customer interaction.
“The new CRM system gives our people comprehensive information about every touch point and interaction with customers,”
“It’s given us new ways to view our customer relationships and enabled us to make better, and more informed strategic decisions.”