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These slides are from a webinar hosted by ClaritySoft and CU Training, a ClaritySoft customer. Mary-Ann Pederson, VP Marketing at CU Training, begins by giving her perspective on several CRMs she has used over her career and then demonstrates how she used CRM/Email Marketing to grow her business 23% last year.
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IT’S ABOUT COMMUNICATING THE CLARITYSOFT DIFFERENCE
Mary-Ann Pedersen CU Training Inc.
Participate
Agenda
• CU Training overview
• Business issues
• Demo
• Why ClaritySoft?
• Lessons Learned
• Q&A
Overview
• Provide credit union learning management systems and training to over 450 credit unions in North America
0% 20% 40% 60%
US
Canada
Market Share
0%
20%
40%
2008 2009 2010 2011
Growth
ClaritySoft Installed
Business Issues
Customer service issues
• Limited access to customer information
• Single contacts
• Ineffective service announcements reach
Growth requirements
• Limited prospect communication tracking
• Limited ability to target by segment
New CU Training employees
• Multiple locations
• Limited CRM experience
• Different requirements
Internal Issues
• Limited budget
• Keep our data on our systems
• Limited resources
• Poor support
• Need a solution now
Customer Service is Everything
Result
Referrals increased
Keeping more
customers
Increased usage
Increased customer touches
Longer term renewals
Proactive vs. reactive
Faster releases
More Communication
Webinars Service
Announcements Issues
Customers are engaged and feel supported
Growth Requirements
Result
Detailed market analysis now available
Significant revenue increase
Make It Count Campaign
•50% growth
It’s about marketing
Many focused campaigns by segment Email, mail and phone
Demonstration
New Employees
Result
Proactive vs reactive response
Everyone uses the CRM
Less errors – more use
It’s about information
Tracking support calls Accessing information
anytime, anywhere Easy to find accurate
information
Internal Issues
Result
1 day implementation
Easy to change CS customized to
our business Everyone uses CS
It’s about time and money
ClaritySoft competitively
priced
Easy to import information
Intuitive, user friendly
No techies required
Why ClaritySoft?
Flexibility #1
• Does what we want it to do
• Action plans
• Use only the information you need
• So easy to change
Rapid deployment
• Up and running with customized solution in 1 day
• Provide regular training webinars
Reporting/ analysis
• Slice and dice data with group tool
• Exports for further analysis
Control • Integration into other applications
• We keep our database
Support • Responsive
• Smaller company, open to feedback
Lessons Learned
What’s the plan
Get stakeholders involved
One person responsible
CRM is a tool
WIIFM
Learn and train
Kelley Sieger ClaritySoft
(614) 522-9276 [email protected]
Mary-Ann Pedersen CU Training Inc.
(888) 466-1634 extension 300 [email protected]
Contact Information
