When CitySprint decided that a CRM system was needed to help improve their customer relationships, their existing SORCE intranet platform met all their requirements.

Background

CitySprint is the largest privately owned same day distribution courier network. With 31 service centres and a fleet of 1600 vehicles, they offer both a national and/or local service.  Their countrywide network manages millions of deliveries a year for their clients.

CitySprint had an existing intranet in operation, which as well as connecting people together across the organisation they also included applications for managing business processes.

The Challenge

CitySprint had a number of databases within their organisation that were used to store customer information.  With no central system, information was quite disparate with nothing that linked customer data together. The decision was made that in order to centralise all of their information and to enable business critical functionality, a Customer Relationship Management (CRM) system needed to be implemented.

Selection Process

In October 2009, CitySprint decided to look at the CRM product options that were available to them in the market.

The Solution

After looking at several CRM product options, CitySprint chose SORCE to create their CRM.  They soon realised that a CRM application could easily be created within their existing intranet to meet their requirements.

There were numerous benefits with SORCE creating the CRM, including:-

• Already accessible by all staff within the business
• The CRM could be tailored to their exact requirements unlike ‘boxed’ products
• SORCE was already integrated into their existing back end systems
• A cost effective solution
• SORCE could be used to centralise both communications and information
• Product functionality

More than just a communications tool, SORCE also provided a solution to connecting their customer information to all members of staff across the organisation.

The SORCE product offered all staff access to the CRM at no additional licence cost, unlike boxed products.

The Result

With SORCE’s help, CitySprint has created a new CRM system for their organisation. All staff now have an end to end view of each customer account, giving them access to the following information:-

• New Business opportunities
• Prospects
• Logging of customer comments
• Any Issues
• Trading levels

The main purpose of CitySprint’s new CRM is to maintain good client relations and retain customers.

Jenni Greenway, Group Commercial Manager at CitySprint said,
“The thing we liked about SORCE is that it’s future proof – it provides us with a solution for our existing issues but can also be adapted to our changing business requirements”.

CitySprint expects their new CRM to become a key business tool which will deliver efficiency savings, better functionality and improved customer relationships.   Using SORCE as a platform for their CRM, CitySprint now has a solution to their needs that can be adapted as their business requirements change.