case story ccv belgium

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Microsoft Dynamics CRM Service provider of electronic transactions CCV Belgium joins forces with Travi@ta and Microsoft Dynamics CRM CCV Belgium, a value-added distributor of electronic payment systems and a part of an international group, introduced a sophisticated commercial follow-up sys- tem for its direct sales organisation, from first contact to the signing of the sales order. It quickly became apparent that the company was unable to operate outside of a CRM system in order to share informa- tion and better follow up success ratios in the sales teams. Based on a needs assessment and a personal- ized demonstration, CRM partner Travi@ta was able to convince CCV Belgium to choose a solution based on Microsoft Dynamics CRM. The intention is that other countries within the group - the Netherlands, Ger- many, France and Switzerland - will follow Belgium’s example. CCV Belgium is part of an international organization of Dutch ori- gin. The Belgian subsidiary is particularly successful as a compe- “Without any commitment on our part, Travi@ta first spent a few hours listening to our needs. We appreciated that enormously” Anouk Arendt, Sales Marketing Manager at CCV Belgium

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CCV Belgium, a value-added distributor of electronic payment systems and a part of an international group, introduced a sophisticated commercial follow-up system for its direct sales organisation, from first contact to the signing of the sales order. It quickly became apparent that the company was unable to operate outside of a CRM system in order to share information and better follow up success ratios in the sales teams. Based on a needs assessment and a personalized demonstration, CRM partner Travi@ta was able to convince CCV Belgium to choose a solution based on Microsoft Dynamics CRM. The intention is that other countries within the group - the Netherlands, Germany, France and Switzerland - will follow Belgium's example.

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Page 1: Case story CCV Belgium

Microsoft Dynamics CRM

Service provider of electronic transactions CCV Belgium joins forces with Travi@ta and Microsoft Dynamics CRM

CCV Belgium, a value-added distributor of electronic payment systems and a part of an international group, introduced a sophisticated commercial follow-up sys-tem for its direct sales organisation, from first contact to the signing of the sales order. It quickly became apparent that the company was unable to operate outside of a CRM system in order to share informa-tion and better follow up success ratios in the sales teams. Based on a needs assessment and a personal-ized demonstration, CRM partner Travi@ta was able to convince CCV Belgium to choose a solution based on Microsoft Dynamics CRM. The intention is that other countries within the group - the Netherlands, Ger-many, France and Switzerland - will follow Belgium’s example.

CCV Belgium is part of an international organization of Dutch ori-gin. The Belgian subsidiary is particularly successful as a compe-

“Without any commitment on our

part, Travi@ta first spent a few

hours listening to our needs. We

appreciated that enormously”

Anouk Arendt, Sales Marketing Managerat CCV Belgium

Page 2: Case story CCV Belgium

titor to Atos Worldline, the former Banksys which previously helda monopoly position. CCV Belgium mainly targets independent retailers with its payment solutions.

Anouk Arendt, Sales Marketing Manager at CCV Belgium: “Gen-erally, retail mainly looks for a low maintenance solution which guarantees them that the money will be in their account as quick-ly as possible.”

Market segmentation as a basis for closed-loop marketing approachThe basis of CCV Belgium’s success is a multi-channel approach founded on a well thought out market segmentation. Anyone who hears Anouk Arendt speak with passion cannot fail to be impressed by the well oiled sales organisation that she helped to develop. The mission is simple yet ambitious: A to Z follow-up of the commercial path, from the initial lead generation to the scor-ing of the order to ensure that no opportunities are lost.

Based on a purchased marketing database - which is renewed every 3 months –150 direct mailings are carried out per Sales Representative every week thanks to a sophisticated regional and sectorial segmentation. On an annual basis, it is quite possible that some prospects, taking into consideration their potential, are approached up to 3 times.

Access to information crucial for collaborationEvery one of the 10 Sales Representatives is responsible for the follow-up of appointments with prospects in their region. In this they are supported by five internal telemarketing employees. Within the sales team, every Sales Representative must therefore work closely as a team with one of the telemarketers.

I do not believe in working with external call centers. A telemar-keter has to build up a connection with the prospect, and this is best done with one of your own staff”, adds Anouk Arendt.

“Within the team, all information on the history of a prospect must consequently be made accessible to all employees: from mailings and telephone conversations to the calendar and quotes issued. In short, the fragmentation of the information in among others Excel and Outlook, must give way to a central CRM data-base”, explains Anouk Arendt..

country: Belgiumindustry: Financial Services

profileCCV Belgium, founded in 1997, delivers custom-ized products and services for electronic payment traffic. In Belgium the company has over 40,000 customers, which it serves with a direct and indirect business model. CCV also has establish-ments in the Netherlands, Germany, France and Switzerland.

challengeIn order to monitor success ratios of the full commercial cycle, CCV was looking for a solution to make the contact history of every customer or prospect accessible in one CRM database.

solutionA needs assessment and a personalized demon-stration of Microsoft Dynamics CRM were able to convince CCV Belgium to join forces with CRM partner Travi@ta. After Belgium, an extension of the CRM project to the Netherlands, Germany and Switzerland has already been planned.

benefits• Familiar Microsoft environment for

employees• Bilateral integration between Microsoft Dy-

namics NAV and Microsoft Dynamics CRM• Access to a full history of prospects, custom-

ers and partners for all concerned employees• Lead teams based on success ratios• Capability to listen and flexibility of CRM

partner Travi@ta

software & servicesMicrosoft Dynamics CRM

Page 3: Case story CCV Belgium

“I prefer a Sales Representative to have 30 appointments a week with a success ratio of 50%, rather than 40 appoint-ments with a ratio of 20%. But to be able to do this, you must be able to retrieve the information from a CRM system.”

Anouk Arendt, Sales Marketing Manager at CCV Belgium

Microsoft Dynamics CRM with Travi@taIn the search for a CRM system, a preference was quickly given to Microsoft Dynamics CRM: “Choosing the Micro-soft platform was obvious for us: the Outlook user envi-ronment, the integration possibilities with our Microsoft Dynamics NAV ERP system... it is a familiar platform”, says Anouk Arendt.

CCV Belgium came into contact with Microsoft Dynam-ics CRM partner Travi@ta, and their approach quickly seemed to hit the mark.

“Without any commitment on our part, Travi@ta first spent a few hours listening to our needs. We appreciat-ed that enormously. After that, they carried out a cus-tomized demonstration for us. This immediately seemed to tie in with our vision and processes”, explains Anouk Arendt.

The two-way integration between the Microsoft Dy-namics NAV ERP system and Microsoft Dynamics CRM seemed no problem for Travi@ta: it must ensure that order and customer information is continually updated in the system and that the service also takes place in streamlined fashion in the future.

Not a funnel, but an open CRM systemAnouk Arendt explains that you must avoid restricting

a CRM system to a solution to manage specific pro-cesses only: “By doing this you make a sort of funnel from which there’s no way out. We opt for an open and flexible CRM database: even when the company changes through new employees or products, the system must remain usable.”

The numbers tell the story: managing teams based on success ratiosIncreasing efficiency was high on the wish list for Anouk Arendt. Thanks to the Microsoft Dynamics CRM call scripting module, the telemarketers are able to deal with and record conversations quicker. This also facilitates the subsequent calling up of queries.

“The numbers tell the story”, states Anouk Arendt. “I prefer a Sales Representative to deal with 30 appoint-ments a week with a success ratio of 50%, rather than 40 appointments with a ratio of 20%. But to be able to do this, you must be able to retrieve the information from a CRM system.”

According to Anouk Arendt, the same applies when you want to offer new products and services to existing customers: you must first be able to map which solution the customer currently already has.

Page 4: Case story CCV Belgium

Tel. +32 (0)2 721 88 80 www.traviata.eu - [email protected]

for more information

Microsoft: +32 (0)2 503 31 13 or www.microsoft.com.

CCV Belgium: www.CCV.eu

“Generally, retail mainly looks for a low main-tenance solution which guarantees them that the money will be in their account as quickly

as possible.”

International plans with Travi@taWithin the group, CCV Belgium is considered as a pilot country when it comes to CRM.

Anouk Arendt: “In other countries, CCV Belgium is considered as a small yet flexible commercial organisation which has a lot of in-house competences regarding CRM. For this reason, the Nether-lands, Germany and Switzerland are looking forward to our CRM project for the international roll-out as of 2013.”