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It’s common to find customer information – like emails, contact details, documents, and records of activities like meetings and phone calls – quickly becomes fragmented across these systems.
Put simply, there’s never been a way to access a full picture of every client at any point in their journey with you. That means you can never get a complete understanding of your client relationships. At best, this situation leads to inefficiencies; at worst, it could be damaging your business.
CompanyNet worked with Hymans Robertson, a leading actuarial/financial consultancy, to implement their vision of a system that unifies information across these platforms. Now, we’re making this solution available to every organisation. By taking advantage of this innovative approach, we believe more businesses will be able to put the focus firmly back on their clients.
The Customer Information Management system integrates Outlook, CRM and SharePoint, keeping them in perfect synchronisation. Using Repstor’s Outlook Connect and Affinity technologies, it provides a way to bring together all the information, artefacts and activities generated by a client relationship, and enables continuity across the client journey.
When a colleague receives an email from a client, they can file it in SharePoint directly from Outlook. As well as making the email available against the relevant piece of work in SharePoint, this automatically creates a record of the interaction as an activity in CRM. That means everyone who needs to be able to see that email can see it, regardless of where they look.
This doesn’t just work for emails – things like documents and meeting notes can be stored directly in SharePoint from within Outlook, and everything will be kept in sync. Over time, this lets you build up a unified, well-organised picture of each project for every client, with no gaps and no unknowns.
Wherever you access customer information, you’ll find a list of ongoing opportunities and engagements.
Each of these is a project or a piece of work. When you win opportunity, it gets converted into an engagement.
When you receive an email from a client, you can file it directly from within Outlook. Enter a few simple details, such as which client it is, and which project the email should be filed against. The email is then automatically stored in the right place in SharePoint, and it’s added to the client’s record in CRM.
If you need to create a new opportunity, the system asks you a few more questions. Once you’ve entered some key details, a new record will be created in CRM, triggering the automatic provisioning of a new SharePoint site. Thanks to the smart provisioning engine, the SharePoint site will be created with most of its properties automatically set, based on the context of your new project.
And so, with just a few clicks, the opportunity is now ready to use, and available to everyone in your business.
The information doesn’t become static once it’s in the system. It’s very much there to be used.
Documents can be collaboratively edited, backed by a built-in version control system with a full audit trail. So when you attach a document from within Outlook, you can be sure it’s the latest version.
With all your clients’ data unified across Outlook, SharePoint and CRM, everyone across your organisation gets a complete picture. You can finally get a single version of the truth, from the first interaction with a prospective client, through every project, to the day you part ways. This structured data is stored in CRM, and always kept up-to-date, so reporting and analytics becomes a piece of cake.
It also enables true business intelligence, giving you a competitive advantage. By significantly reducing the need for manual number-crunching, the system increases the accuracy of reports, and provides a near real-time view of all your business.
Our Customer Information Management system brings together Hymans Robertson’s vision and passion for customer service, with CompayNet’s wide expertise in designing and implementing enterprise systems, and Repstor’s sector-leading integration software.
Together, we’ve created a system that finally answers the challenge of maintaining customer information throughout the entire lifespan of each client’s journey with your business. No more mixed messages and no more work-arounds – just the satisfaction of knowing your business is using accurate, reliable and complete data.
Read our Hymans Robertson success story to discover how we implemented the system.
If you’d like to discuss what CIM can do for your business, contact us today.