We're very excited this month to announce the first delivery of our next generation Contact Relationship Management (CRM) solution, Affinity 2.0. Our new - and extensively expanded - web-based customer management system has been implemented for The Centre for TPM (Australasia), an international consultancy with offices in Queensland, NSW, Victoria, South Australia and New Zealand.
Like all successful organisations, The Centre appreciates that its clients are its most important asset. However, having staff working from various offices created a range of challenges for the organisation and its ACT! customer database. Fundamentally, staff in the field could not access a central customer database, leading to a range of management and service challenges.
In mid 2004, The Centre engaged Internetrix to complete a requirements analysis that encompassed their customer database, marketing activities and knowledge systems. With staff spread around Australian and New Zealand, problems relating to access to information stored on head-office file servers, as well as use of the customer database, were identified as factors limiting the growth of the business.
Affinity has now enabled all CTPM staff to access a single, central customer database from anywhere via the internet, including from client sites. While this has proven to be a big advantage for The Centre, Affinity's ability to also manage contact histories - including email - and file sharing have solved major challenges faced by the organisation.
"We can now save all of our documents - proposals, presentations, checklists - into Affinity straight from Word or our other programs," explains Debbie Kennedy, Marketing Director at The Centre. "This means our field staff can have instant access to our information, and additionally, we can access up to date information about client's programs and projects entered by our staff".
One of the other major advantages of Affinity has been to centralise communications. "Now, when a client sends us an email, it gets captured against their contact record automatically," Debbie says. "We can reply straight from Affinity, and we can also schedule appointments, send faxes and it is all recorded and tracked in one place, for the first time".
All of this consistency adds up to improved efficiency and customer service. "We've always had a strong customer service culture, but with many of our staff working from client sites for days and weeks at a time, it has often been hard to manage and coordinate our team," explains Ross Kennedy, President of the Centre. "Affinity means that we can all work together on the same information no matter where I happen to be working that day".
For more information about how Affinity can help your organisation, please don't hesitate to contact us today.