Alliance Trust

SEPARATING CRM SYSTEMS – DISENTANGLING DATA AFTER A CORPORATE ACQUISITION

Following an Acquisition, Curtis Banks, the private pension’s channel brand of Alliance Trust PLC, needed to migrate data between the two organisations.

With the failure of a previous CRM system, which had damaged customer satisfaction, Westbrook urgently separated the shared CRM into 2 discreet instances of Salesforce.

All of the relevant customer information was transferred to the new system – cleaning their data during the migration.

We then expanded the customer support suite. This provided Curtis Banks the ability to manage all their client queries in one place – including web, email, phone and written cases.

Automation also ensured critical customer cases were identified, managed & assigned more effectively – while real-time data improved the speed of responses.

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