With a Dynamics 2013 system already in place in one part of the business, they took the strategic view to simplify and upgrade, and this approach also aligned with their IT strategy. This also meant they would benefit from native integrations with Office 365.

Campden BRI also considered what their current finance system could offer as a CRM system. And so both products were then put through an invitation to tender process, and three vendors were in the selection process. 

In terms of implementation, it was challenging; whilst the client had the technical requirement/business that needed to be defined, they also needed to do a lot of work on processes. Their words are, “Don’t underestimate the time and resources you need to invest in creating standard operating procedures – they define your process, let you test it and then help train others. Only when you get to this level of detail, do you realise the impact on process or ways of working. When we did discover issues in our process that affected the technical build, Rocket was quick to help problem solve and adapt.” 

And although agile project management was new to them, they soon got used to it. In their words, “Agile takes a bit of getting used to at first, but Rocket CRM stuck to the approach and kept delivering in increments. As workstreams started to run in parallel, Rocket CRM kept a log of the different user feedback/requests etc. We had a change of project manager three quarters of the way through the project and Rocket really did have every user request documented in a backlog which for us was invaluable as we were able to prioritise based on the list. “

Comments from the client:

“This is a true partnership for us at Campden BRI. Having Rocket CRM on a managed service contract allows me to be “more technically able” than I actually am, and this enables me to focus more on the people and process side while Rocket CRM focus on the technical work. It also covers break support which, again, we place a high value on – occasionally, the odd thing does get a glitch, but Rocket are on it, and it’s consistently fixed. This works really well for us, and having had the arrangement in place for 3 years now; it’s a service we wouldn’t hesitate to continue with.”

SOPHIE MARSH

Here is why Campden BRI selected Rocket CRM as their CRM vendor: 

“The CRM selection was based on Rocket CRM’s proposal – as not only did they meet the brief, but their personalised demo demonstrated they had understood the membership need, demonstrating how the client could manage the various member benefits through automation and simplicity. And critically, they showed how they could break down silos with sales opportunities and a central pipeline.