Sage CRM Customer Success
Sage CRM puts the customer to the front at Al Rostamani International Exchange
Customer ARIE Industry Financial services Location UAE Solution Sage CRM
Al Rostamani International Exchange (ARIE) has been a market leader in providing foreign exchange services in the United Arab Emirates for nearly three decades. With over 25 retail branches, ARIE offers a wide range of foreign exchange services including international money transfers, travellers’ cheques, cash advances against credit cards and foreign exchange conversions. Background The UAE has seen a significant growth in its economy over the past 40 years. Money exchange is a thriving business in the UAE owing to a demographic structure which contains large numbers of expatriates regularly transferring remittances to their families and relatives in their home countries. ARIE has responded to this demand and increased its retail presence over the last few years growing a large customer base of both personal and corporate accounts. The company realised that in order for it to become truly customercentric, then it needed to implement a Challenge ARIE recognised that it needed to automate and control their customer service process providing its employees with a way to track customer transactions and thereby streamlining their complaints resolution. With no system to record sales opportunities, management had no visibility into the real potential of their sales team. Solution Sage CRM was selected and integrated with Outlook and ARIE’s own customer database, FACTS. Workflow processes were defined for customer service and sales to enhance the total customer
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customer relationship management solution that would better support and serve its customers, and automate its sales process. The business challenge The company’s rapid growth and success meant that it could no longer rely on manual processes to identify administrative errors in customer transactions. The company had a great customer service ethos but without effective systems, it could not fully support this philosophy. Simple human error and lack of effective complaintshandling led to issues remaining unresolved so that the same mistakes were repeated time and time again. Lack of management reports and analytical data meant that management was unable to track the performance of their sales staff and was largely unaware if targets were being reached. ARIE realised that it needed to define and automate processes to make its operations more customer-oriented and to improve its complaints resolution process. experience. Reports were customised for management so they could track and analyse customer activity and sales performance. Results Sage CRM has enabled ARIE to better track customer transactions thereby minimising customer complaints. Mistakes made by simple human error are resolved and controlled. Sage CRM also empowered the sales team to record and pursue leads and opportunities and allows management to track the sales pipeline and performance of the sales team.
Sage CRM Customer Success
“Sage CRM appealed to ARIE as it’s built on a fully integrated Internet architecture providing online access, rapid deployment, process automation, a component framework and interaction through multiple business channels. ARIE realised that investing in Sage CRM would be a smart business decision guaranteeing quick returns and future protection, and adding value both at installation time and for the lifetime of the business.” Shobha Moni, VP of Operations, Triad
Installation Triad worked closely with ARIE to customise and configure the installation of Sage CRM and help define the sales and customer service workflow processes. They were heavily involved with the scoping of the project and the requirements and successfully implemented Sage CRM. ARIE had been using a basic system, FACTS, to record customers’ financial transactions. Using web services, Triad developed an add-on which would enable ARIE to take customer records from FACTS and add and update these records in Sage CRM. Initially around 120,000 customer records were uploaded to Sage CRM over the course of five days. Triad also developed a web-to-lead system which would allow sales staff to generate leads to Sage CRM using a web page. Triad provided staff with a comprehensive user training programme ensuring optimal organisation-wide adoption. Staff were involved throughout the project and were instrumental in the success of the implementation. Benefits ARIE reaped benefits from its Sage CRM installation from day one. Automating the customer service process has enabled staff to have a 360 degree view of the customer which allows them to resolve issues effortlessly through the escalation features of Sage CRM customer service. Management ensure that cases are progressed in a timely manner and can be assigned or redirected to team members accordingly. Using Sage CRM as a central point of information, ARIE can analyse mistakes that are made and ensure corrective action is taken to avoid the same issues occurring in the future. ARIE has now become truly customer-centric allowing the customer service interactions to be more effective than ever.
Another huge benefit of Sage CRM to ARIE is the vast improvements in sales automation. Previously, the sales team did not track or record leads or opportunities centrally. Now, Sage CRM stores all sales information allowing management to track and report on the performance of the sales team across the branches. This visibility enables the company to determine the state of the business at any particular time allowing them to strategically plan and gain insights on future performance. The defined workflow automates the sales process so that all sales users follow the same steps, ensuring no opportunities fall between the cracks. Close relationships with customers are central to ARIE’s success and Sage CRM ensures that this is fostered through its comprehensive account management functionality which had not been possible before. Sage CRM has made a positive impact on ARIE’s marketing activity and enabled the company to target multiple campaigns in local regions. ARIE can analyse its customer base and segment it according to each campaign and ensure that each customer interaction is recorded. The campaign is then evaluated to measure its effectiveness. Benefits of Sage CRM to ARIE • Analysis of transaction errors enables corrective action to be taken • Case management system allows management to delegate issues to be resolved and to track resolution of queries • Enhanced and targeted marketing activities and campaigns • Provides meaningful data and reports to allow ARIE management to track sales pipeline and account activity and activity • Workflows have streamlined and simplified the operational processes and allows teams to work more effectively • Ability to create targeted, multiple campaigns in local regions • Enables staff to establish more close relationships with its customers • Improved complaints resolution through traceability of customer transactions
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About Sage CRM Over 14,000 small and medium sized companies across the globe use Sage CRM every day to accelerate sales, drive business productivity and make every customer interaction count. It is used by enterprising, growing companies seeking new ways to interact with customers, leverage the power of social media and take advantage of the latest mobile developments to further grow their business. When combined with Sage ERP, our customers enjoy better business insight, increased efficiencies and productivity, and gain a single, customer-centric view across their entire business. So whether you’re just starting out or have already grown to several hundred employees, Sage CRM can help accelerate your business success. Accelerate your business success with a free 30-day trial at www.sagecrm.com
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