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.