The Mission

Engage with colleagues from all levels of the business to encourage participation in the decision making and process improvement of CRM. This will result in an established system that supports our team members and improves customer engagement, to deliver exceptional customer service. 

Why do we use CRM?

• Designed to manage all relationships and interactions with existing and potential customers.
• Help understand and evaluate opportunities to develop and move them through a standardised sales process.
• Manage our growing database and coordinate our professional and increasing targeted and relevant customer communications.
• Digitalise our business by linking programmes and integrating social media as we work to develop a unified communication strategy.

Aims

• Develop CRM to a level whereby it becomes the fulcrum for WP Group.
• Engage colleagues throughout the business in the development of our systems.
• Improve the relevance and accuracy of Data held within CRM.
• Enhance the ease of use of CRM and draw focus to the system.
• Educate colleagues on the system’s potential and how correct utilisation will benefit all.
• Ensure CRM is the driving system for any sales and business analysis.
• Introduce a combined sales & marketing platform to the Business Units.
• Provide a system with the capability to report on all aspects and effectiveness measures of marketing campaigns.
• Create improved processes designed to simplify certain tasks and data collation.
• Increase data analysis with use of Dashboards (Historical and Real-time Data).
• Finish this project having developed a CRM culture throughout the business, with colleagues utilising the benefits of an automated system that records all customer contact.