Farm Credit Services of America Case Study

July 17, 2012

“We did a lot of research, talked to a lot of people, looked at 20 or more different companies, got some solid vendor references, used an independent research company, and got second and third opinions. We wanted the vendor that best suited our needs, and we chose the Pivotal CRM solution from a group of six contenders,” says Jim Greufe, Vice President Responsible for CRM at Farm Credit Services of America.

Read the case study to learn how Farm Credit Services of America customized Pivotal CRM to serve the financial services requirements of more than 60,000 farmers in the Midwest. In the last four years, Farm Credit Services of America’s assets have grown from $5.4 billion to $8.5 billion, its net worth from $0.8 billion to $1.5 billion, and its customer numbers from 47,000 to 62,000. 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. The organization credits this success to the ability to visit farmers on their properties – and bring detailed customer data with them.

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