Project Management

Sage CRM and Parcelforce Worldwide CRM Case Study

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Executive Summary

Parcelforce Worldwide, which is a part of the Royal Mail Group, decided to implement a Customer Relationship Management (CRM) and Sales Performance Management System (SPMS) solution for improved business. They chose Concentrix to pick up this solution that was made available for 224 users across multiple sites. With the use of this solution, Parcelforce was able to improve their sales reporting because of which they were able to make better use of customer data. With the help of these CRM and sales performance solutions, the sales staff of the company was able to spend more time with customers. This also meant increased sales opportunities for the company. Other benefits of the implementation included better integration between sales and marketing functions and improved internal processes. Parcelforce Worldwide has a 4,000-strong staff and it is the express parcels arm of the Royal Mail Group. The company transports parcels around the world on a daily basis and customer satisfaction is important to their functioning. Parcelforce implemented CRM and SPMS to improve business processes, increase sales and provide better customer service. With this implementation, the transporter of parcels was able to increase time that sales force provided prospects, turnaround times on processing contracts were reduced, and there was better visibility on whether customers are reaching correct parcel volumes. The company decided to choose Concentrix for its aggressive schedule of implementation. Concentrix was able to meet their requirements within the planned budget and well in time.

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