The Business Challenge

Snell was one of the 70 per cent of businesses that had been through a previously unsuccessful CRM installation. Having been in business for nearly 40 years, the company understood the need to embrace technology and change, and to centralise their scattered database, but was unwilling to launch into another onerous and expensive process.

Why Snell Chose youandi

The key learning from the earlier experience was to ‘keep it simple' and ensure that everyone was working with the same set of accurate information. “One of the holy grails of CRM,” says director Pat Galloway, “is making sure everyone's on the same page. Incubator had a deep understanding of our business and how to integrate our data into an easy-to-access database. They even entered our customer data for us.

They also presented youandi to us as a tool that could help people get better at what they do, make it easy to do the hard tasks and also help to learn new, more efficient ways of doing things. That seemed like a good, straightforward place to start.”

How youandi Benefits a Packaging Business

• Centralising customer details. The starting point for Snell was to get its customer contact details and account information into youandi 's CRM. Incubator carried out that task efficiently, freeing Snell to ask the question, OK, what do we want next?
• Instant quotes. The second stage allowed sales consultants to draw up their own quotes via email and have them approved while still in client meetings, as youandi drove these quotes through the company's financial accounting system. Previously, quotes had been generated in Word. This was slow, long-winded and repetitive.
• Call cycles capture information. By logging into their call cycle before and after meetings, sales consultants are continually updating their information about that client. The information stays in the database and is available to the rest of the team, long after that sales consultant has moved on into another job. “Entering the information is habit forming and quickly becomes part of my daily routine. It's just automatic now,” says Michael.
• Call cycles manage field staff. Snell management draw up call cycles for consultants, based on territory, market intelligence and sales data – all of which determines frequency of visits. The system flags consultants who haven't completed a task, alerting management to the need to follow up on that gap.
• Creating new business opportunities. Because the activities of each consultant are visible to management, that broad view allows Snell's managers to direct consultants towards new business potential.
• Introducing a more efficient company culture. “ youandi is user friendly,” says Pat. “Most staff can get up to speed within an hour. Because it's easy they'll use it and the more they use it the more they can see positive change. It's helping them to be efficient and helping us to introduce change without too much resistance.”
• Enhanced customer relationships. “By offering instant quotes and timely, regular visits, our customers can see that we're not just about ‘smoke and mirrors',” says Pat. “We walk our talk, keep our promises and work with them in a structured, methodical way. All of which helps our customers to have confidence in us and our solutions.”