Can a CRM system be the critical success factor in a business turnaround?

Here’s How They Did It

USAFact — an internet-based pre-employment screening company — was facing serious business challenges as a result of the recent economic downturn. USAFact needed to revamp its business model and figure out how to deliver its existing services more cost effectively and how to develop new, innovative products that would fuel future growth.

When new management was brought into the company to turn things around, they focused immediately on the CRM system and what it could do to help drive business efficiency and growth. Epicom, as USAFact’s SugarCRM business partner and advisor, played a critical role in this turnaround effort.

The Path to Success

USAFact quickly identified areas for business improvement that centered around the use of the CRM system. These included:

• Faster price quotes
• Simplification of the CRM system.
• Case management for tracking open customer issues.
• Data organization and security
• Dashboards
• Mobile CRM
• Integrated billing and electronic signature execution

Success Factors

USAFact’s new management team had extensive experience with CRM systems and knew going into this turnaround project that a properly configured and deployed CRM could drive better business results. They focused on several key success factors, each of which made a huge impact in the overall success of the project and a big impact on the financial results of the business.

• Focus on users
• Training
• Ubiquitous use
• Accountability

To learn the details of the development and critical success factors, download the full case study to the right.

Want to see how a CRM system, properly deployed and accessible by everyone in your company, can become the firms’ most important source of business information to drive growth and success? Call Epicom and we’ll show you how to do it.