XPS Pensions Group: Looking for better CRM support

Charlotte West from XPS  wanted to replace the company’s poorly performing CRM solution with an alternative that delivered better sales and marketing results. The goals were to: 

• Replace software that focused on sales relationships and have an equal focus on sales and marketing results 
• Find a CRM provider with more reliable, more accessible support 
• Improve employee productivity – helping business development representatives deliver better client service 
• Improve client retention 

The decision to adopt a new CRM solution was prompted by a system that was difficult to customize and unreliable support. The team at XPS started looking at different solutions to help them get better results.

“The service and support shortcomings of our previous CRM system were particularly frustrating. If we had an issue, we’d have to email the support team and wait for a response. Because they were based on the US west coast, we’d usually get a reply in the middle of the night, which really slowed things down.

When you did eventually get through to someone on the phone, because their support function was overseas, it often resulted in difficult conversations where no one really understood what was being said. This made it incredibly challenging to move things forward.”

“We chose Workbooks as it was the CRM best suited to our needs – and we’re very glad we did. It’s a highly customizable product and the Workbooks team provide excellent support when it’s required.  

A hitch-free implementation 

With a smooth implementation and a team of experts by their side, the team were able to get everything they needed set up.  

“The Workbooks team offered suggestions on how we could achieve the results we were looking for. Then together we tested and reviewed these processes to ensure we had the best solution in place for each requirement. It soon became obvious that this was a very different type of relationship.

During a more recent project to merge two databases, working closely with Workbooks, over the course of several meetings, we discussed in detail what we needed from the system and we worked together to complete the process – which is something we just couldn’t have done without Workbooks’ support.” 

More reliable reporting 

“Workbooks has also made it much easier for XPS to produce reports that track key KPIs which are then easily reportable to the XPS Group board.” 

Improved revenue and sales success 

“It’s made a real difference to our sales and marketing, and our reporting. It has generated significant revenue and enabled us to run our business more efficiently.” 

A better way to manage and track marketing success 

“Workbooks gives us a clear view of all the touch points with all our stakeholders through various campaigns, events and online through our website. That’s something we’ve not been able to do before.” 

Better customer service  

“Now we’ve rolled out Workbooks for use on the client side of the business we can record what our lead consultants are talking to clients about. So, for instance, we might have 15 services we offer to clients; we now know exactly where our consultants are in their conversations about each service for each client.”