CRM Consolidation Case Study: Hanna Commercial

Solution

Ascendix: Could you tell me how you tackled the CRM consolidation project?

David: After our initial discussion with the Ascendix team, we quickly realized that we were speaking to a potential partner who would be as dedicated to our success as we were, not just a distant third-party provider.

Our needs for CRM were simplified down to a few ‘must-haves’ and a streamlined workflow to encourage user adoption and utilization.

Our must-haves included Outlook integration and synchronization (calendars, contacts, and email history) and an available mobile interface.

And our workflow was reduced to Contacts, Companies, Tasks, Groups, and Deals.

Outlook synchronization created significant headaches as we struggled to get a consistent and trustworthy result.

It was because of the diligence of the Ascendix team that we were able to resolve the issue and get a reliable connection with our Outlook account.

They worked in coordination with Salesforce reps directly to diagnose the issue and solve the problem.

And as mentioned, we worked to limit the ability of new users to get ‘lost’ in the myriad features available.

It was decided internally to learn to crawl before we walk and walk before we run.

To that end, Ascendix worked with us to limit the visible features to just the ones that we wanted to emphasize with our users.

The Payoff

Ascendix: Let’s talk about results. How has Ascendix’s solution helped your team?

David: As a result, we’ve successfully implemented a shared database across multiple offices in multiple markets.

In the coming months, we hope to capture additional users that were still on the fence about adopting a new workflow model.

However, I believe we’ve seen higher adoption rates than we would have had if we overwhelmed new users with too many options.

We will also begin to slowly roll out additional capabilities of the software and integrate these processes into the environment.

Since going live with our data, Ascendix has continued to improve the experience by rolling out new features, addressing follow-up questions, and assisting/empowering our internal database management group with the knowledge to utilize the software to its fullest.

I would unconditionally recommend Ascendix, both for the software and the management and support team.

Key Takeaway

It is not a rare situation when different offices use their own CRM systems and follow their own processes. Sooner or later, management realizes that they are not able to get a complete picture of all operations and they don’t get valuable information about their operations in a timely and consistent manner.

As a result, they can’t make strategic decisions with the help of the data but have to guess and assume.

We understand that CRM consolidation is not an easy project, but the future outcomes in most cases will overweight the required investment:

• You’ll be able to unify your business data, start tracking KPIs (key performance indicators), spot trends and inefficiencies, benchmark your offices and faster react to critical situations.
• Most likely, you’ll save your CRM-related costs thanks to moving to one vendor and might even get volume discounts that wouldn’t be possible otherwise.