“I wanted a system that was flexible. I wanted a modern user interface– and I wanted it mobile!”

Done right, CRM software can make a huge difference to a company – saving time, improving customer relationships and making more money

PAUL HUME

A few years ago, our IT department convinced the Marston’s board that we needed a customer relationship management (CRM) system. Build our all-new maintenance helpdesk on a CRM platform, the argument went, and we’d have a system we could showcase to the sales teams. And once they saw it – well, game, set and match! How wrong they were. You see, we picked SAP CRM. A logical choice when your enterprise resource planning and payroll systems are all SAP, and we ended up with a helpdesk that served us well for five years. However, unless you use the standard out-of-the-box screens, SAP systems generally require specialist development – and that costs rather more than I’m willing to pay to simply demo a system someone might want to use in the future.…

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PC Pro (Digital) - 1 Issue, July 2015

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