CSG | Prospect CRM Customer Success Story

Summary

Prospect CRM has changed the way CSG run as a business and has made the buying process easier for both customers and staff. Prospect eCommerce and their B2B trade portal integrates with the CRM and accounts system, so all product and customer information is managed at once. This is immediately available on the web and reduces admin time. The excellent functionality available in Prospect eCommerce has helped the team at CSG win new customers and has improved the quality of service for existing customers.

Our business runs on Prospect CRM and Prospect eCommerce – they're absolutely pivotal in everything we do. We often recommend Prospect, and will continue doing so.

Neil Merry, Managing Director

Key Benefits

Integrated eCommerce

The B2B trade portal provides customers with product information and allows for more efficient order taking.

Greater Focus

Prospect CRM frees up staff time to focus on core roles rather than admin tasks.

Trade 24/7

Provides flexibility to extend trading hours and increase sales revenue.

Pre-Prospect Problems

The team couldn't cope with the amount of enquiries regarding product availability and information. Customers contacted by telephone and email to access information on their individual pricing, stock availability and product specifications, to name a few. This led to employees being diverted from core roles due to the unmanageable amounts of admin work. Customers also had a lack of awareness and information about new products and were limited to ordering during opening times which were often inconvenient for them.

The Solution

Prospect eCommerce has enabled CSG to trade 24/7 and for customers to order when they want. Their products are clearly displayed on the website along with helpful information like stock, pricing and product details. Integrating this to our back-office system extended the level of personal service they can provide to each customer online. Customers have access to individual account information, including product purchase history, customer specific pricing and available stock - all of which is easily managed in one central place.

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