Company NameRiders for Health

IndustryOther Community, Social and Personal Service Activities

URLwww.riders.org

Number of CRM Users15

Business ChallengesSome info here

SolutionMaximizer Enterprise 9 CRM SQL

Business Benefits One central database

for all information 100% reliability Increased efficiency

in managing Day of Champion ticket sales

Significant time saving when sending monthly email newsletter

Ability to track all events, plus grant and sponsorship applications

Quick and easy in-depth searches

Primary Presentations Implements a Successful Customer Centric Business Model Supported by CRM

Company background

“Avrion created and implemented a bespoke customer service solution that totally matched our business requirements. It has allowed us to build a successful maintenance business and helps us to maintain the highest level of customer service.”

- Graham Cording, Managing Director, Primary Presentations

Primary Presentations is a successful audio-visual integration company that specialises in providing solutions for business, education and entertainment. Established in 1992, the company’s clients have traditionally been in the business sector and include a large number of blue chip corporations. Projects undertaken by Primary Presentations vary from simple systems in a competitive market, to bespoke and

often technically challenging large integration projects.

Company NamePrimary Presentations Ltd

IndustryAV Solutions for Business, Education & Entertainment

URLwww.presentations.co.uk

Business Benefits Improved Customer

Satisfaction through providing a faster and higher quality response to customers

Automated customer communications, saving time and improving service

Formidable knowledge base with access to all client information for all system users

Clients able to track performance against contracts through detailed system reporting

Customer service enhanced by knowledge bank of proven service issue resolutions

Better use of engineers time

www.avrion.co.uk

Responding to change

Since its inception, Primary Presentations’ business focus has changed from being a supplier and product orientated company to the customer focused organisation that it is today. The shift to being customer centric has brought new opportunities for the company and, from being a major reseller of AV products, Primary Presentations has developed a successful maintenance division to provide a complete and professional service to all its customers.

This business change came with a number of challenges for the company’s IT infrastructure. The maintenance service included a range of different offerings – from preventative maintenance contracts to emergency call outs and regular service contracts. This meant Primary Presentations needed to be able to log key customer information in a central location so that it could be accessed and updated by different departments within the company.

As an existing user of CRM, Primary Presentations concluded that upgrading their system would provide them with the best solution for their needs. After visiting a CRM exhibition, it was felt that avrion’s philosophy of partnership was best equipped to design and implement a bespoke solution that would meet the company’s requirements.

A flexible solution to improve customer service

Avrion adapted the standard customer service module available within the product to fit exactly with Primary Presentations’ requirements of providing visibility of all key customer information at a glance. All calls and actions for individual customers are now logged so that Primary Presentations provide a timely response and store information of individual customers’ history and future requirements.

The process is incredibly efficient: any member of staff can immediately access the information for any customer on screen, every call is logged and actions recorded to provide optimum customer service. When an action for a customer is entered on the system, it automatically confirms the details to both the service engineer at Primary Presentations and the customer itself. The customer receives a case number so that follow up actions are easily tracked.

The implementation has also made forward maintenance planning extremely simple and efficient for Primary Presentations. This part of the business is extremely important because the solutions provided by Primary Presentations are a critical part of its customers decision making processes; as Graham Cording, Managing Director at Primary Presentations says: “CRM is not just about selling kit, it’s about selling reliability”.

Efficient planning

Primary Presentations provides a number of different contract levels depending on each customer’s needs. Details of the nature of the contracts are stored on the system, which automatically flags up next service visits or renewal dates in advance. The search function is extremely flexible and helps Primary Presentations to logistically plan multiple service visits by searching and organising visits in the same area.

The level of detail recorded has enabled Primary Presentations to build an extremely comprehensive knowledge base. Logging information about repairs and service in relation to particular brands helps improve service to all customers, as Primary Presentations can easily see at a glance how individual brand and products are performing for other customers.

Why avrion?

Company NamePrimary Presentations Ltd

IndustryAV Solutions for Business, Education & Entertainment

URLwww.presentations.co.uk

Business Benefits Improved Customer

Satisfaction through providing a faster and higher quality response to customers

Automated customer communications, saving time and improving service

Formidable knowledge base with access to all client information for all system users

Clients able to track performance against contracts through detailed system reporting

Customer service enhanced by knowledge bank of proven service issue resolutions

Better use of engineers time

www.avrion.co.uk

“Avrion has helped us consolidate all our information into one place so that we focus on providing a quicker and more efficient service to the customer.”

- Graham Cording, Managing Director, Primary Presentations

With avrion, you will attain a prospect and customer management system that can make your business more efficient. We support you in line with your business needs, so that you gain a robust, cost-effective solution.

We are clear about how we work as team, with our suppliers and with you, our clients. We only recommend CRM applications that we have evaluated and approve of.  Assisted by our avrion client care process, our teams deliver the right results across a wide variety of industries and organisations. Our avrion client care process has been designed so that the work is as simple and painless as possible for you ensuring our responses are perfectly aligned to the complexity of your needs, making certain that nothing is overlooked and that every CRM solution is a success.

Please visit our web site (www.avrion.co.uk) to understand more about how we work, and why we are consistently recognised as a leader in our industry.