From a systems point of view, we already had an ERP system that had a CRM module in it, but it was very rudimentary. Iain and Simon tried for a long time to try to make it work, but in the end we agreed it just wasn’t up to scratch. At this point, we began to look for a separate CRM using a best of breed approach.
Reducing the amount of time the sales and support staff needed to spend in the ERP system has been the biggest benefit for us. We’ve linked accounts with customer records in the ERP, so that once a customer is set up, the data is pulled across to Gold-Vision. We also do quotes in Gold-Vision which pulls part, pricing and exchange rate information from the ERP system.
We prefer quoting in Gold-Vision because it is more flexible. We’ve actually got some work in progress with Gold-Vision at the moment looking at pushing data the other way from Gold-Vision to the ERP system. That’s a big step for us, and we’re looking forward to the benefits that will bring.