Through its use of FrontRange Solutions' GoldMine customer relationship management solution, a small IT services company is consistently delivering on its promise of a high quality of service and professionalism to its extensive client base.
That's according to the company's director of business solutions, Daniel Turtledove, who says the GoldMine customer relationship management solution plays a key role in the ongoing success of Click-IT, a business which opened its doors back in 1996.
Click-IT is a solutions provider which largely addresses what many consider to be a difficult market - that of addressing the IT needs of the small to medium enterprise (SME). This market is typically cost-conscious, demands personalised attention, may not care to understand IT in any depth, and depends on rapid and accurate response from service providers.
Turtledove says Click-IT was founded on a core principle of delivering customer value and customer service. “From the start, we sought to bring a level of professionalism to SME IT which was previously reserved for corporate clients,” he says.
That meant putting in the necessary systems to support excellence in customer service, and Click-IT turned to GoldMine.
“GoldMine forms the basis of our ability to listen to what the customer wants and to follow that up with delivery,” says Turtledove.
He explains that the system is pervasive - everyone within Click-IT who has a computer, uses GoldMine. “It is a business solution just as much as our office productivity, accounting and line-of-business applications are. From accounts, to reception, to sales, procurement, the call centre and managers, everyone within this company accesses the GoldMine system,” he says.
Ever heard the problem of one hand not knowing what the other is doing? This is exactly the issue that GoldMine solves for Click-IT. “The question is, why would accounts and reception need access to the CRM system? The answer is that these functions within our company are just as essential to providing customer service as the sales and delivery teams are. In an instant, reception can see who the customer is, what their last order status is, if there are any problems and who is responsible for working on the account. Similarly, the accounting department can instantly see the status of the client's account; if it is in arrears and sales takes another order, accounts can automatically put it on hold to stop procurement and sales from processing further orders,” Turtledove explains.
“In short, GoldMine keeps everyone in the loop. As an essential collaborative tool, it provides for complete internal integration of our business, which means our clients expect - and get - a consistent service experience.”
What is perhaps most striking about the company's use of GoldMine is that Turtledove credits it for allowing the company to successfully manage a base of 600 clients. That is astounding, especially since ClickIT has just over 20 staff members. “This business wouldn't be what it is without a solution like GoldMine. It has allowed us to acquire this number of clients as it equips us to engage with each one on an individual and personal basis. It also equips us with a tool for accurately cross-selling and up-selling to the existing client base,” he says.
“Furthermore, GoldMine allows management to see where our staff is and what they are doing,” Turtledove adds. That's important, he says, to avoid duplication of efforts (for example, two sales people picking up on the same lead) and to manage productivity.
FrontRange Solutions Africa product manager Paul Bornhutter says that over the nine years which Click-IT has used GoldMine, many developments and enhancements have added to the solution's capabilities. “However, what has remained consistent is the value which GoldMine has added and which it continues to add as a CRM package which is highly relevant to Click-IT and many other businesses serious about customer service.”
In the information age, Turtledove continues, it is necessary to be on top of everything - that doesn't mean burdening one's mind excessively, but rather using available tools to their best benefit. For his company, GoldMine is that tool. “I can categorically state that GoldMine has improved customer satisfaction, helped us grow our client base and improve turnover, both through mining the database for cross-selling opportunities and as a function of the system reminding us to follow up on contract renewals in a timely manner. The efficiency it brings makes us work smarter and more efficiently. Companies which are serious about growing their business really need to have a solution like this in place,” he concludes.
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