Shaping the vision
Scoping the system requirements was a daunting prospect. MITIE sought a partner to help shape the platform capable of supporting the company’s future business vision.
“From the start, Serversys impressed us with their ‘can do, will do’ attitude. We outlined the core functionality we required—a centralised customer database to drive key CRM initiatives and operational performance reporting for the business. We needed a system that could tick several boxes,”
The initial specification process was crucial if MITIE Cleaning was to achieve its long-term business objectives. Serversys worked closely with the IT team to define the database structure, refine data capture parameters and ultimately undertook the entire system design process.
“Serversys invested time in learning our business, mapping every process and getting to the heart of our operations,”
“They also shared with us best practice recommendations that ultimately helped to characterise our customer-centric vision.”
Serversys recommended Sage CRM MME as the strongest CRM technology in four primary areas: web delivery, remote access, scalability and price.
“Along with the adaptability to support a changing business model, Sage CRM MME met another key requirement. As a thin client solution, it would contain the support burden on our IT department— essential as our distributed end-user base has a huge variance in IT literacy levels.”
A new way of working
Implementation and configuration of the system went smoothly. Serversys took just days to populate the central customer database, importing and cleaning data from an array of disbursed repositories. Today MITIE Cleaning uses Sage CRM MME to e-survey around a thousand national account customer contacts every month.
The move to automated customer e-surveys and e-performance management has already generated significant gains.
“In the initial Midlands regional trial we were able to identify customer issues and respond in just 48 hours—something that previously could have taken weeks. Customers were extremely positive about our inclusive approach—indeed, it’s subsequently proved to be a real competitive differentiator.”
Automating the customer perception survey process removed a huge administrative overhead from the business. Account managers now focus on more strategic activities, while rules-based escalation processes trigger responses to customer issues or concerns.
“We now have accurate and timely performance reporting across the business,”
“Sage CRM MME gives us powerful tools to leverage improved responsiveness to customers and gain early indications of SLA issues. For the first time we have a national measure of global customer satisfaction and operational performance.”