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Big River Telephone Company Wins Gartner CRM Excellence Award
Sage Software announced that Big River Telephone Company, a Mid-western telecommunications service provider, has won the Gartner CRM Excellence Award presented at Gartner’s Customer Relationship Management Summit. Gartner analysts, in collaboration with 1to1 Magazine, selected Big River based on the company’s all-encompassing customer service philosophy and Sage CRM SalesLogix implementation.
The award demonstrates success across Gartner’s Eight Building Blocks of CRM: vision, strategy, valued customer experience, organizational collaboration, processes, information, technology and metrics.
"Big River focuses on its customers rather than 'the network,' which is often the sole focus of larger telcos," explained Kevin Cantwell, president, Big River Telephone Company. "Our customers are why we are in business, so we make sure they experience real service from real people every time they contact us. Sage CRM SalesLogix is the mission-critical engine that drives our strategy by linking all customer details and support records so we can instantly assist our customers."
Big River Telephone… By The Numbers
Big River Telephone implemented Sage CRM SalesLogix in 2001 with the assistance of Strategic Sales Systems, a Sage CRM Solutions business partner, and has achieved:
• More than 1100% to-date calculated return on its CRM investment;
• A 500% increase in customers with no additional employees added;
• Automated account management processes enabling 21% of customer service resources to be reallocated to higher revenue-generating activities;
• A healthy 98.6% customer satisfaction rating, exceeding the 70% telecommunications industry average.
“We have recorded an impressive set of tangible metrics because we live our CRM system every day,” noted Cantwell. “Our most important measurement is every Friday’s goal to be a bigger and better company than the previous Friday. With the help of Sage Software and Strategic Sales Systems, we haven’t missed a Friday in four years.”
Big River Telephone selected Sage CRM SalesLogix after considering CRM product offerings from Microsoft, Salesforce.com and Siebel. The flexibility of Sage CRM SalesLogix and Strategic Sales System’s technology expertise was ultimately the ideal pairing to help Big River deliver on its customer-centric vision.
“What Big River has accomplished with Sage CRM SalesLogix is an inspiring success,” said Elvin Monteleone, general manager for Sage Software CRM Solutions. “Big River has designed a customer-centric philosophy that permeates its entire organization and has literally taken the company and its acquired assets from file-cabinet administration to leading-edge customer relationship management. We believe they are truly deserving of this high honor from Gartner and 1 to1 Magazine.”
