Case Study: a leading international commercial investment firm improves customer service with Innovative Systems

International Commercial Investment Firm Improves Customer Service by Enabling Synchronized CRM across the Enterprise

A leading international commercial investment firm needed to ensure that sales teams worldwide were working with the most current and accurate customer information. Because customer data was being captured in multiple legacy databases that were not integrated with the firm’s enterprise customer system, the company wanted a single CRM approach to improve customer service for high-value clients and reduce operational costs. Innovative Systems was brought in to help address the data and CRM synchronization challenge.

Innovative Systems helped convert several on-premise legacy sales databases to Salesforce.com, using the Enlighten data quality suite to cleanse and standardize name and address data and Enlighten Company Match to remove duplicates. The firm also implemented a bi-directional weekly synchronization between Salesforce.com and the enterprise customer system, keeping customer records up to date across the organization. As a result, the firm gained highly accurate and reliable customer data, improved operational efficiency, and strengthened customer service, targeted marketing, and cross-selling; the success also led the firm to engage Innovative Systems for a similar project in another division.