Bibby Financial Services specialises in providing cash flow funding for small and medium sized businesses and has an annual client turnover of more than £3.4 billion. The new system will enable the financial services company to manage its new business strategy more effectively and helping it to achieve its business objectives.

The investment in a next generation customer relationship system, based on Microsoft Dynamics CRM, will make it easier for the company's staff to target, capture and analyse customer information across the global organisation. The system will bring local language support for its marketing, sales and customer support staff and seamless integration with the core business applications they use every day to interact with customers.

Rashpal Kullar, group IT director for Bibby Financial Services, said, "Previously, we were faced with a disjointed approach to managing customer interactions, due to the different CRM applications, the number of languages that would have to be supported and the territories that we cover. The company embarked on this project last year to move its disparate CRM systems to a single system."

"With the new system we will be able to get a single view of all our customer interaction with one consolidated report. The amount of time taken to generate customer management data will be reduced and our marketing and sales teams will have faster access to quality information and trends in the market," continued Kullar.

The proposal is for ConsultCRM to implement the system in a phased roll-out; the first stage covering Bibby Financial Services' operations in Poland, France and Germany, the second phase covering Australia, India and the UK, while the final phase will cover the company's US and Canadian office.

Bibby Financial Services evaluated multiple options for the new system including hosted CRM solutions. Kullar added, "ConsultCRM provided us with expert guidance on what would bed best t fit with our business and future requirements. The new CRM system will be integrated with our existing financial systems, ensuring that we gain the greatest efficiency for our employees."

"In the current economic climate, the approach that companies are taking around managing their customer interactions is increasingly important, as keeping customer relationships strong is a key priority," commented Paul Caudell, CEO at ConsultCRM. "Most large organisations have multiple touch points to the customer and by joining up those various interactions they can gain real insight and improve the overall customer experience. Building the right CRM system that integrates easily with existing processes and workflows is an area where we are seeing increasing investment."