Office Power launches a brand new CRM solution
Office Power has launched a brand new CRM solution with a mixture of proactive and reactive marketing tools, allowing dealers to identify and capture new growth opportunities.
The bespoke system, which is exclusive to Office Power dealers, groups their customers into segments based on size and measures and compares KPIs across the entire EO Group customer database, anonymously setting performance benchmarks. This data is then used to generate ‘healthcare’ dashboards at customer level, using infographics to present a quick assessment of each customer performance, highlighting remedial or opportunity based actions.
The new solution allows Office Power partners to get a unique view of their customers’ gross margin, average order size, average time between orders, mix and revenue trends when benchmarked against customers of similar size and profile across the industry.
The new CRM features and dealer dashboards have been designed, developed and built in-house using Office Power’s proprietary technology and vast data repositories. The functionality is completely bespoke having being designed alongside dealers, meaning there is no comparison product in the market.
The CRM technology allows dealers to feel confident in controlling a large customer base and use data to drive a contact strategy that focuses on the right time to contact customers. By bubbling actions and alerts to the dealer dashboards, ‘daily task lists’ are created that provide dealers with the tools they need to fuel marketing campaigns, outbound calling lists and sales agent activity plans, ensuring Office Power dealers retain profitable customers and build on new opportunities.
The new dashboards at dealer and sales agent level help dealers to set performance targets across a number of key KPI’s and manage the performance of their business with greater visibility.
Mark Rostock, Managing Director, Just Office, has been trialing the new CRM solution before the full release: “It’s a fantastic and welcome addition to our toolbox giving us ‘at a glance’ information as to where the growth opportunities within each account are and allowing us to be far more targeted in our approach to increase the share of wallet within each account. It also quickly shows us if there are any leakages within existing accounts. Having this information available automatically without having to run reports or interrogate data further frees up time to engage with our customers more dynamically in order to increase loyalty, which has always been hard for traditional dealers but vitally important these days!
“Everybody in the company is able to access this new information on the portal and we are actively encouraging our customer service team to use it as much as possible to find out more about their customers and to build better, stronger relationships, offering customers savings and switch selling products where applicable. Another great feature is being able to see the average order size and GM% for each account month on month so we are aware of the any trends very early on.
“Based on the employee numbers data we have on our system the new dashboard’s have identified that we have in excess of £47k as a sales opportunity for this month alone. The time this has freed up for us means we are now confidently aligning our marketing activity to be successful in growing our business across all product categories effectively.”
Simon Drakeford, CEO, Office Power, added: “The Power Portal has been allowing dealers to run their entire business from one powerful, seamlessly integrated system for the last three years. The new CRM technology takes thing to a whole new level by giving everyone in the business access to powerful data to help identify and maximise opportunities for growth.”
