Customer Relationship Management Case Study

Customer Relationship Management Case Study - CRM, RSK Group

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Customer Relationship Manager (CRM)

Developing a bespoke Customer Relationship Manager (CRM) to allow clients to manage a wide range of marketing activities and business projects.

Project Scope

RSK Group is a rapidly expanding corporation of 14 companies with 700 employees in over 33 offices. Formerly, each of these companies employed different CRM solutions. This led to duplicated and confusing project records which caused poor time management and inefficiencies when contacting clients.

RSK Business Solutions was approached by RSK Group to design a tool which would coalesce these companies and replace their existing project management solutions with a single, bespoke and organised system.

Methodologies Used

Our CRM solution was successfully implemented into RSK Group’s intranet, allowing all employees to access the same system. The login process is secure and tailored to the specific user so that only relevant information is displayed, increasing the productivity of the tool by decreasing irrelevant data.

Just some of the functionality of the tool includes, the ability to set up projects, companies, clients and groups, schedule tasks, and produce extensive, detailed reports. All company information is stored in a powerful database and backed-up twice daily for maximum data protection.

It is estimated that our solution has saved RSK group over £250,000 and maximised their productivity tenfold.

Final Deliverable

RSK Business Solutions’ CRM system is still used as the sole CRM solution of the RSK group. It has greatly improved efficiency within project management, including contacting customers.

We provide a unique support service to maintain the system and regularly add improvements and feature requests.

Testimonials

We have been working with the outsourcing team at RSK Business Solutions for over 2 years now. Their technical team continues to develop our .Net, Silverlight, GIS and Bing map development tasks. They have the right mix of technical and communication skills for the job. – I would not hesitate in recommending them to anyone…a first class software outsourcing partner!

Richard Robertson | CADLine | Business Development Director

RSK combined their technical knowledge of the risk process with their software development consultants to deliver an innovative platform that now allows us to mitigate the risks and manage our future investment programme across for our estate. I would definitely recommend RSK to other businesses – they thought out of the box on this one and have delivered an excellent solution for our individual business needs

Paola Franchi | Rontec | Business Excellence Strategist

Idhammer systems have been working with RSK Business Solutions Ltd for over three years to provide experienced technical resources on a number of our development projects. RSK BSL have become a valuable addition to our team and have proved themselves to be able to react quickly to requirements. They have provided resources with experience and competence in ASP.NET technology, iOS development and MS SQL

Clare Darlison | Idhammar | Managing Director, Technical

Glenfield Software have called upon RSK Business Solutions Ltd (RSK BSL) to provide technical offshore resources to increase the capability of our development team within busy periods or for larger projects. RSK BSL have proved to be a flexible and reliable supplier of offshore development. Specifically they successfully supported us develop a native iOS mobile application for one of our high end retail clients. We would be happy to use RSK BSL in the future

Ken Francis | Glenfield Software | Company Director

AM Rail Group has worked closely with RSK’s risk assessment team on the Doncaster Connectivity project. RSK Business Solutions Ltd proved that they were able to deliver and adapt quickly to changes in scope that are inevitable at GRIP 3 and 4 design stage. RSK Business Solutions Ltd SORAT and Level Crossing risk team continue to support AM Rail Group on a number of level crossing renewals and re-signalling schemes and we look forward to continuing and strengthening this partnership in the future

Miles Hancock | AM Rail | Managing Director

On a project the size of ours, there are a number of variables to consider and they have to be accounted for. RSK Business Solutions' timesheet allows us to break costs down so we can understand them. It is user-friendly and saves us an inordinate amount of time; it's an efficient way of working.

Trevor Jones | National Grid | Project Resources Manager

The online timesheet made understanding the spend and progress against the budget not only a simple process, but offered much needed project detail at the touch of a button. The timesheet was a very beneficial addition to the project and proved to be a very capable tool.

Darren Cottrell | Network Rail | Signalling Risk Control Co-ordinator

RSK delivered a bespoke solution for us within a very tight timescale and it was refreshing to partner with such a flexible and responsive software provider. The system is now integral to our every day operations and we look forward to continuing to work with RSK as our Apprenticeship Programme continues to grow.

Ann-Marie Hughes | Pearson in Practice | Finacne Buiness Partner

Colas recently worked with RSK Business Solutions Rail team to provide SORA support on the Thameslink London Bridge Stage works. Colas, as part of the Wessex Capacity Alliance, also contracted RSK Business Solutions Ltd to provide Operational Risk Assessment expertise to the Wessex Capacity Improvement Project – Waterloo Approaches. Their staff have always been professional and courteous and have been reactive to the pressures of delivering such large and high profile projects. We look forward to continuing this partnership on future projects

CJ Lansom | Colas Rail | Operations Manager (Signalling) - Rail Systems

DEG Signal have contracted RSK Business Solutions Ltd on many occasions in order to provide Operational Risk Assessments for our GRIP 3 and 4 signalling design projects. RSK Business Solutions risk team have proved to be experts in their field and make themselves available to give advice whenever it is requested of them. When working with RSK Business Solutions Ltd we can rest assured that the operational risk elements of our projects are covered so that we can concentrate on our core design and project management functions and deliver our projects to the satisfaction of our clients. We would look forward to continuing our collaboration with RSK Business Solutions Ltd on future projects.

Russell Gell FIRSE | DEG Signal | Engineering Director

Mott MacDonald has contracted RSK Business Solutions Ltd for over 10 years to support us with operational risk assessment on many of our signalling projects. Their team of risk assessors have proved to be competent, approachable and have always worked with us to achieve some challenging deadlines.

David Teasdel | Mott MacDonald | Railway Signalling Consultant Engineer

Babcock International (then First Engineering Ltd) first worked with RSK Business Solutions Ltd in 2004 on the West Coast Modernisation Project Line Speed Enhancements. Since then they have provided operational risk assessment support on many infrastructure and signalling projects of varying sizes. The RSK Business Solutions Ltd team have always been attentive to our requirements and professional in their manner. They continue to be flexible and committed to meet the deadlines of our projects and as the technical experts we know that RSK Business Solutions Ltd can be relied upon to provide the right advice at the right time. I look forward to working with the team on future projects.

Brad Thompson | Babcock International Group | Signalling Design Consultant

The Sustainability and Environmental Risk Management System (SERMS) written by RSK Business Solutions Ltd was adopted and deployed by MACE and is now used on all UK construction projects. The system advises and guides our project managers through the complex legal compliance issues that come with large construction projects taken on by MACE. Recently, the system has been adapted for the global market and has been well received. RSK Business Solutions Ltd adopt a consultative approach which is backed by a fundamental understanding of construction and environmental domains which set them apart from other software suppliers

Andrew Kinsey | MACE Group | Sustainability Director

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