Innoveer Solutions continues to gain business with two customer successes: Chartered Institute of Management Accountants (CIMA (News - Alert)), the only international accountancy body with a sole focus on business, and Irish Life & Permanent (Irish Life), a leading provider of personal financial services in the Irish market.

 

CIMA and Irish Life are working with Innoveer to implement advanced business intelligence (BI) programs to transform the data gathered from their CRM systems into providing real-time data analyses and actionable intelligence. These tools will help the two firms make decisions that will achieve their customer management goals: increasing overall sales and marketing effectiveness and efficiency.

 

This transformation has been made possible, says Innoveer, by major software vendors such as Salesforce, SAP (News - Alert), and Oracle bundling integrated data warehouses, BI tools, and numerous ready- made reporting dashboards with their enterprise applications. A white paper by Innoveer "Increased Business Intelligence: Turning Customer Data into a Competitive Advantage" reports that organizations employing enterprise CRM can use BI capabilities quicker than ever before. Organizations can easily embed data warehousing information directly into the modern user interfaces of the business applications their employees use every day.

 

After using CRM to collect and track data for a number of years, CIMA chose to invest in BI to improve its reporting and more accurately segment and target customers and prospects. CIMA has 171,000 members and students operating in 165 countries.

“BI enables us to analyze our service requests, understand why our customers, students and members are contacting us, and uncover what their issues are,” says Tricia Buchanan, Head of Programme Management at CIMA. “Then we can attack the root causes to not only reduce incoming calls, but also to improve the customer experience and allow them to return to what they should be focusing on. [That focus] is either managing their business or studying for our qualifications.”

 

Irish Life invested in BI so that the company would be equipped to achieve the business outcome of increasing customer and shareholder value. Its products and services are distributed through a wide range of channels including bank branches, independent intermediaries and brokers, the Irish Life salesforce and directly to customers.

 

“BI provides the platform that allows us to analyze customer data, provide in-depth insight about our employees and customers and draw intelligent conclusions that allow us to continuously make improvements,” reports Aine Cassidy, Executive Manager - CRM at Irish Life.

 

“More and more today, maintaining a competitive advantage requires the transformation of data into actionable intelligence, to continually improve customer-facing strategies,” explains Bas Swüste, Vice President, Business Intelligence at Innoveer Solutions. “By integrating BI capabilities into their existing CRM systems, CIMA and Irish Life are now poised to achieve their future efficiency, growth and customer satisfaction goals.”