Case Study: K3 Retail boosts customer satisfaction and operational efficiency with Workbooks CRM

Workbooks CRM helps K3 Retail Drive Customer Satisfaction

K3 Retail (formerly Retail Systems Group) is a UK-based provider of EPoS, eCommerce and stock management systems supporting about 1,500 customers. With a helpdesk handling roughly 50 fault cases a day, the company needed to replace its restrictive Sunrise system to better track engineer activity, access contract information quickly, and reduce administrative overhead while improving transparency and customer service.

In March 2014 K3 implemented Workbooks CRM (with Outlook Connector and the Contract Management module) for 19 helpdesk users after a one-day scoping exercise and a straightforward data import. Built-in automations, one-click contract checks and enhanced reporting cut admin work, sped up case resolution, improved interdepartmental information sharing and customer transparency, and delivered measurable gains in operational efficiency and customer satisfaction.

K3 Retail

Jane Thomas

Systems Support