Client: Consumers International
Type of Project: Technology Advice, Signposting and Salesforce Implementation
When project completed: June 2014
Consumers International (CI) is the world federation of consumer groups that, working together with its members, serves as the only independent and authoritative global voice for consumers. They were founded in 1960 and now have over 250 member organisations in 120 countries. Their vision is of a world where people can make informed choices on safe and sustainable goods and services and in which individual and collective Consumer Rights are secure and respected.
Why they asked for support
Consumers International had identified the need for a Customer Relationship Management (CRM) solution to build a knowledge base and effective relationships with their members, donors and other key stakeholders.
While they knew what they wanted their CRM to deliver, they were uncertain about the tools on the market – a confusing array of options – so they approached Purple Vision for support.
What we did
Finding the right CRM, means considering current requirements and future strategy and goals so talking about these elements in detail is vital. We spent time with the team ‘visioning’ the final ideal solution and mapping out the requirements, which included the need to be:
- accessible globally (cloud-based)
- customizable to multiple languages and currencies
- easy to integrate with existing tools in use
- work with existing successful workflows and processes
It was clear fairly quickly that the right CRM platform for CI was Salesforce so we used our signposting methodology to define how the specific system would look. There are many options available on the Salesforce platform, so designing the specific system, apps and tools that would provide the foundation building blocks for immediate success and future developments is critical.
The next phase of the project involved implementation of the Salesforce system. Over a year, we worked closely with the Consumers International team to refine and implement their salesforce solution.
We managed the data migration, helped deliver user training, develop workflows and procedures and managed the roll out of the system to their global offices (including Chile, Malaysia and South Africa).
We now continue to work with CI with ongoing system support and development, to help them get the most out of their Salesforce CRM.
How the client benefitted
Consumers International now have one single system through which they can better manage their membership data. All of their communications on all channels can now be managed and recorded through the one system, giving them a much clearer picture of that communication history.
Information on membership, relationships, campaigning, events, income, grants and proposals, and staff travel, can all now be managed through the one system.
Their ability to see the full picture on their members, donors and key stakeholders has greatly improved, as had the efficiency of many of the related business processes.
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