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Fujitsu Migrates the National Skills Academy to Salesforce.com's Customer Service Software
By Anamika Singh, TMCnet Contributor
Fujitsu, a provider of information and communication technology (ICT)-based business solutions, has migrated the National Skills Academy (NSA) for Sport and Active Leisure to Salesforce customer service software, changing the NSA from a disjointed set of customer systems to a single cloud-based solution.
The NSA comprises of organizations and sub-sectors, to provide a variety of approved sports and active leisure training programmes and certifications to businesses. These sectors previously employed its own method of managing customer databases, with simple spreadsheets or online CRM systems.
However, the customer data was duplicated from one system to the next with no ability to cross reference notes or records of contact with customers between databases. This caused problems in over-communication with customers.
There was a need to combine NSA customer databases into one central location, for all staff to access and update a single instance of information. It selected Salesforce CRM for flexibility and integration with Microsoft Outlook. Salesforce.com (News - Alert) recommended Fujitsu as a system integrator for its excellent track record in swift and successful migrations, enabling companies to move their entire infrastructure to the cloud without affecting operation in the process.
Julia Whitehead, business development manager at the National Skills Academy for Sport and Active Leisure said: “Salesforce.com recommended Fujitsu (News - Alert) as an integrator; we assessed the benefits and concluded that using Fujitsu would enable the transition to occur over a few days – whereas managing the deployment internally would have taken weeks.”
Fujitsu also integrated a number of reporting tools and dashboards, for an at-a-glance view of metrics on customer data, campaigns, email broadcasts and users.
“Fujitsu’s consultants were highly knowledgeable and refreshingly amenable; most impressive was how quickly they understood our business and shaped Salesforce CRM into something that met our needs perfectly. This solution hasn’t just helped us streamline our customer relationship processes; we can now perform tasks that simply weren’t possible using our old system. Event invites would previously be sent as spreadsheet attachments – Salesforce enables us to send interactive traceable emails and export information directly to the finance department’s systems,” Whitehead added.
Mark Peplow, consultant at Fujitsu UK and Ireland, commented, “Salesforce CRM is a hugely flexible solution it needs to be sculpted into something bespoke to meet each company’s requirements. Fujitsu investigated the National Skills Academy’s current CRM system in order to fully understand the current functionality in relation to present day requirements. Salesforce was deployed and an agile approach was taken to build the configuration.”
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Anamika Singh is a contributing editor for TMCnet. To read more of Anamika's articles, please visit her columnist page.
Edited by Juliana Kenny