Innoveer Solutions, a customer strategy and solutions consultancy, has announced the addition of two new clients, the Chartered Institute of Management Accountants, an international accountancy body for business, and Irish Life and Permanent, a provider of personal financial services in the Irish market.

 

They are both working with Innoveer (News - Alert) to implement advanced business intelligence (BI) programs to transform the data gathered from their CRM systems. The information then is used to make informed management decisions to enhance customer management and focus on sales and marketing effectiveness and efficiency.

 

Businesses collect different types of data on customers from multiple sources. Much of it is valuable or was at the time it was collected. Sorting through it and turning it into useful business information (BI) used to be a long and tedious process that, at best, produced snapshots of information that might be useful for spotting trends or long-term problems. But sales leads could grow stale and customers could bolt by the time a pattern of dissatisfaction is spotted.

 

After using CRM to collect and track data, CIMA (News - Alert) invested in BI to improve its reporting and accurately segment and target customers and prospects.

 

“BI enables us to analyze our service requests; understand why our customers, students and members are contacting us; and uncover what their issues are,” stated Tricia Buchanan, head of program management at CIMA.

 

Buchanan also said that CIMA  can identify 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, which is either managing their business or studying for our qualifications.

 

Irish Life invested in BI for the company to be equipped to achieve the business outcome of increasing customer and shareholder value.

 

“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,” added Aine Cassidy, executive manager, CRM at Irish Life.

 

CIMA and Irish Life join a growing number of forward-thinking organizations that are going beyond creating a 360-degree view of sales, service and marketing activities to take their CRM programs to the next level with BI.

 

“More and more today, maintaining a competitive advantage requires the transformation of data into actionable intelligence, to continually improve customer-facing strategies,” commented 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.”