Challenge
WECIL's custom built CRM was causing them hassle – team members actively avoided using it, those that did use it found it frustrating, and the data was old and out-of-date. Individual teams were looking at using their own, isolated CRM systems, leading to possible security and data gap issues.
The biggest challenge is that WECIL is a diverse organisation that covers multiple disciplines and procedures. One CRM would struggle to benefit everyone.
Solution
Wave created a detailed CRM audit report and identified the best CRM solutions that would enable WECIL to succeed.
We interviewed team members to learn, in detail, how they used the CRM on a daily basis, what their frustrations were, and what they wanted from their CRM. From this would create a report highlighting how WECIL uses their CRM, their main frustrations and potential new CRMs that might better suit them.
Once we had collected the raw qualitative data, we created our observations and drew our conclusions.
Wave also researched suitable CRMs. While we are a HubSpot partner, we weren't sure if HubSpot was correct for WECIL, so we explored other options too.
