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Farm Credit Services of America
One of the largest farm credit organizations in North America aligns itself around customer needs using Pivotal CRM and Pivotal Mobile CRM
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Customer Snapshot
Farm Credit Services of America made Pivotal CRM the nervous system for their customer relationship management program. Today FCSAmerica presents a unified view of the customer across the organization—including field sales representatives, retail office employees, and management. Across all direct communications channels, including email, phone, and face-to-face, Pivotal CRM is integrated with numerous back-end database systems, supports business change seamlessly with no end-user disruption, and is optimized for Intel®, Microsoft®, and the Internet.
Challenges
- Build customer-centric infrastructure
- Increase revenue and profitability
- Increase sales force effectiveness
- Leverage business intelligence
Results
- Fully trained 729 employees in 30 days with 100% success rate
- Customer satisfaction increased from 84% to 94%, customer loyalty sits at 54% (compared to the financial services industry average of 35%), and employee engagement scores reach well above the 70th percentile
- Fully integrated with four corporate data systems