A Successful CRM Implementation at Tiresias
CRM platforms are a crucial aspect of any business aiming to provide a seamless customer experience. They are powerful tools that allow companies to understand their customers better, improve communication, streamline processes, increase customer loyalty, and, thus, build stronger relationships.
Tiresias S.A. is the only Credit Bureau in Greece, and a member of the ACCIS European Credit Bureau Organization, providing reliable information for the assessment of credit risks, both to banks and businesses. Through its longstanding expertise in the collection and management of credit information and the development of credit risk assessment and credit scoring systems, Tiresias’ purpose is to protect transactions and support the institution of credit. Respecting the rights of citizens and businesses alike, Tiresias actively supports the development of the Greek economy and the creation of a healthy economic environment for all.
Tiresias had to address challenges in sales performance and customer relationship management in its services to businesses. The objective was to implement a robust CRM system that could automate and streamline their Commercial Department's workflows.
Objectives
- Increase sales via enhanced customer relationship management.
- Enable goal setting and monitoring for sales teams.
- Automate the sales pipeline from lead acquisition to renewals.
- Enhance customer service efficiency.
- Reduce response times for customer inquiries.
- Launch precise, targeted marketing campaigns.
- Guarantee 100% GDPR compliance for data security and management.
Uni Systems employed a strategic approach to implement Microsoft Dynamics 365 Sales as the CRM platform that is distinguished for its flexibility and customization abilities, scalability, with automated workflows providing business intelligence and analytics reporting.
Microsoft Dynamics 365 Sales
The implementation included:
- Consultative Workshops: Conducting in-depth sessions with Tiresias stakeholders to understand the nuances of their sales processes and customer service protocols.
- Customization and Integration: Tailoring the Dynamics 365 Sales environment to fit the unique needs of Tiresias, ensuring seamless integration with existing systems.
- Data Migration: Carefully migrating customer data to the new system with a priority on integrity and compliance.
- Automation: Setting up automated workflows for routine tasks, alerts, and reminders to increase operational efficiency.
- Training and Support: Providing comprehensive training to the Tiresias team to ensure full adoption and proficiency in using the CRM.
- Performance Metrics: Establishing KPIs and dashboards for real-time sales tracking and analytics.
- GDPR Compliance: Implementing appropriate organizational and technical measures to protect personal data processed through the system by design and by default, in full compliance with the General Data Protection Regulation (GDPR).
- Enforcement of article 11Law 3471/2006 on 'red phone' regulation: Including a specialized CRM function that ensures compliance with Article 11 of Law 3471/2006, allowing smooth integration with the monthly lists maintained by telecommunications companies in accordance with this law.
The CRM implementation by Uni Systems resulted in significant improvements:
- Sales Growth: Tiresias S.A. experienced increase in sales due to improved lead management and customer engagement strategies.
- Enhanced Monitoring: Sales goals were more effectively monitored and managed, leading to increased accountability and performance.
- Operational Efficiency: The sales process was significantly streamlined, reducing the cycle time from lead to close.
- Customer Service Improvement: Response times to customer inquiries improved substantially, enhancing customer satisfaction.
- Marketing: leverage enhanced marketing activities, leading to improved customer targeting and engagement.
- Data Compliance: The CRM solution met GDPR requirements, enhancing customer trust.
The CRM project met all the initial objectives set by Tiresias and Uni Systems demonstrated its expertise in implementing a comprehensive CRM system that not only optimized sales processes but also played a pivotal role in transforming the digital customer relationship experience. The success of this project serves as a benchmark for similar enterprises looking to optimize their commercial operations with digital solutions.