Campden BRI

Campden BRI

Company bio:

Campden BRI is a technical consultancy operating in the food and drinks sector, helping those within the industry succeed through the application of science and technology. They offer operators guidance, support and training and carry out operational support and technical services for the industry, including product development, safety assurance, testing services and market research.

Campden BRI

Case Study

Campden BRI offer membership for those in the industry looking to access up-to-date research, insights, and technical expertise and attend events. And it was specifically the membership offering that they wished to improve by introducing a new CRM system. 

The project

The challenge for Campden BRI was eradicating the “I’ve got a spreadsheet for that” culture and a siloed data approach within the business for client engagement. They needed the wider business to know what local sections were engaging with clients on what projects. 

 

They also wanted to automate as much as possible where the administration of memberships was concerned. Another challenge was creating customised entities to help manage the memberships, the renewal process and the various member benefits. 

 

Another major challenge for Campden BRI was integration with other systems. With web, finance and laboratory information management systems, they knew they needed a hub and spoke approach to achieve process efficiencies. 

 

The outcome was a CRM that delivered the following benefits:

  • Dynamics 365 Business Analyst/Project Manager 
  • A single source of truth and removal of data silos 
  • A low code, no code Power Platform solution 
  • Significant cost savings by choosing Dynamics for Marketing 

The solution to the problem

The client’s problems

  • Numerous data siloes and too much reliance on spreadsheets.

  • Lack of good internal communication on client projects.

  • Little integration of the client data with other parts of the business such as web, finance and laboratory information resulted in great inefficiencies.

  • Lack of automation for membership administration.

Our Solution

  • As an existing Dynamics users, the solution involved upgrading and simplifying what they already had.

  • They made more of the native integration with Office 365 to drive efficiency.

  • Improved membership management with automation and unified interface.

  • Customised membership entities to better handle higher tier and membership entitlements.

  • Dynamics 365 Marketing was added to improve the way they handle training events delivering a cost savings of circa £60,000

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. 

 

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