Background

Current “Off the Shelf” pre-configured CRM software does not fit the exact business need for most organisations, as it delivers either the lowest common denominator of features in an attempt to keep the usability simple or offers a host of features in an attempt to cover all possible needs which most businesses do not require or use.  The result is either a system which offers no true competitive advantage to the business or a complex solution that needs excessive training and usually has poor uptake internally, due to having a multitude of features which are not needed.

 

Hence, these solutions do not reflect the Unique Selling Proposition (USP) of the organisation and do not offer a measurable strategic competitive advantage.  The result is a poor return on investment and no improvement to customer satisfaction as the software often complicates the customer service process hindering service delivery and ongoing business profitability.