Pivotal CRM | Case Study
Casestudy
Pivotal CRM has helped Savills achieve dynamic growth through the
delivery of highly pe...
time-consuming to deploy. Confidence in meeting regulatory
standards and Y2K deadlines could not be assured.
The Introduct...
CRM suite of applications, Savills has used CDC MarketFirst
for a number of initiatives including:
Personalized customer n...
Learn More About Pivotal CRM
To learn more about how Pivotal CRM can help your organization’s unique needs, call us today ...
Upcoming SlideShare
Loading in …5
×

Pivotal CRM Case Study - Savills

955 views

Published on

Pivotal CRM has helped Ssavills achieve dynamic growth through the delivery of highly personalized services and become one of the world’s major providers of global property services. Pivotal CRM solutions touch every aspect of Savills' business, including marketing, sales, service, HR and finance across its residential, commercial and private finance divisions.

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
955
On SlideShare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
16
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Pivotal CRM Case Study - Savills

  1. 1. Pivotal CRM | Case Study Casestudy Pivotal CRM has helped Savills achieve dynamic growth through the delivery of highly personalized services and become one of the world’s major providers of global property services. From Victorian to Virtual Savills Pivotal CRM solutions touch every aspect of Savills' business, including marketing, sales, service, HR and finance across its residential, commercial and private finance divisions. Since 1998, the company has pursued a strategy to centralize its IT systems, including all contact management and CRM systems. As a result, Savills has achieved dynamic growth by placing themselves in a strong position to offer a highly personalized service to both its residential and commercial clients around the world. Much of this success can be attributed to the successful development and deployment of Pivotal CRM solutions. As well as achieving increases in customer attainment and service levels, the company has also realized significant increases in employee satisfaction leading to reduced employee turnover. Furthermore, operating costs have been significantly reduced and revenues increased by gaining a unified view of all clients across their entire business, enabling stronger up-sell and cross-sell opportunities to be identified. Having achieved success with the use of Pivotal CRM solutions in the UK and Europe, the company is now entering a new phase aimed at centralizing their core business systems to include the Asia-Pacific regions. As part of this new phase, the company has adopted Pivotal 5.7, which offers tighter integration between functional modules as well as improved user interface and customization capabilities. Future plans for the continued development of Pivotal CRM solutions also include the use of CDC MarketFirst for the company’s client communications, as a means to sustain brand integrity by implementing fully co-ordinated, consistent and cost-effective electronic communications across the group. The Business Decision In the late ‘90s, the Savills plc board took the strategic decision to centralize all IT systems as a means to not only reduce IT operating and management costs but, more importantly, to drive improved customer service at a time when both the commercial and residential property markets were experiencing considerable growth. The board recognized that offering a highly personalized and responsive service to their clients would place the company in a very strong position to capitalize upon this market growth across all aspects of the business. Such a business objective could not be achieved using the company’s existing IT infrastructures, which differed from division to division. The aim was to transition from diverse and disparate systems across multiple locations to a suite of consistent, single applications from which all employees could quickly derive benefit, to be controlled and managed by a Group IT function. The approach was therefore one of consolidation and centralization and, most importantly, rapid development of new systems and applications in order to meet aggressive timescales. During the same timeframe, Savills Private Finance was searching the IT market for a specialist property contact management and mortgage quoting system driven by the need to become both PIA (Personal Investment Authority) and Y2K compliant. Within six months, SPF was required to prove that they could show a full audit trail on all mortgage services provided to their clients. This, coupled with the drive to achieve Y2K compliance, meant that speed and flexibility were of the essence. SPF assessed the benefits of both specialist industry solutions as well as CRM solutions, including Siebel. Neither route was pursued. Either the applications were too focused on the residential side of property management and therefore would not be of use to the company’s commercial division, or, as was the case for the CRM solutions, were considered to be too inflexible, cumbersome, expensive and Customer Details Savills http://www.savills.co.uk/ Country or Region International Industry Property and real estate services Customer Profile Savills is the trading name for the principal property services subsidiaries of Savills plc, a UK company with a full listing on the London Stock Exchange. Founded in 1855, the business is one of the leading firms of international property consultants and real estate agents in the world. With offices and associates throughout the UK, Europe, Asia Pacific, Africa, the USA, and Canada, Savills plc holds a powerful global position employing 14,500 people worldwide, of which 2,500 are based in the UK. In 2004, the company reported revenues of £327.97 million.
  2. 2. time-consuming to deploy. Confidence in meeting regulatory standards and Y2K deadlines could not be assured. The Introduction to Pivotal CRM Introduced by an external consultant, SPF made the decision to develop a customized contact management and mortgage solution based upon Pivotal CRM. Directly as a result of the success, in terms of speed of deployment and flexibility to develop customized applications, Savills plc made the strategic decision to standardize on the Pivotal CRM platform to meet the business needs of all divisions of the company. As part of this centralized approach, Savills plc now standardizes on the Microsoft platform using Citrix and MS Windows Terminal Server connecting over WANs to virtual desktops. As a key element of this infrastructure, Pivotal CRM delivers the single database and related business applications for users across marketing, sales, service, finance and HR. More than 2,000 users currently use the Pivotal CRM system across the UK and Europe with future plans to increase the user base across both geographic locations and business divisions. Running the Business Day-to-Day The first priority was to develop a fully integrated suite of applications to underpin the needs of the residential property sales and management division. The resulting system called SpiKE (Savills Property Information & Knowledge Exchange) has been developed entirely using Pivotal CRM technologies. The primary focus for the new system was to establish a single contact management system for the division. Previously, client information existed in multiple formats, systems and locations, including MS Access databases, spreadsheets, manual systems, and legacy systems. Due to the speed and flexibility with which Savills has been able to use Pivotal CRM to develop and implement new business modules, the company has not only been able to centralize its core client information, but has now been able to automate its business processes and more effectively manage all aspects of property sale and management. As a result, the company has witnessed improved sales closure rates, reduced sales cycles, increased new client acquisitions, a growth in up-selling and cross-selling and improved customer service through highly responsive, personalized communications. Integration is Key Historically, the estate agency and property management industry has been slow to realize the value of the Internet as a significant sales and marketing channel. Savills recognized the importance of being able to integrate the traditional estate agency business with their online business. Digital assets such as floor plans, photographs, and unstructured text are stored in Alchemy Gold, which integrates seamlessly with Pivotal CRM. This approach enables users to select standard templates within Pivotal CRM applications, and use a single system to create property details once and directly publish these across multiple channels in multiple formats, including printed brochures, web and e-mail. Pivotal CRM is also used to populate the company’s web site with relevant structured text and images, as well as associate property portal sites, including www.primelocation.com. In addition, Pivotal CRM directly feeds printers online with text and high-resolution graphics for next-day delivery of printed brochures. By leveraging the power of the Pivotal CRM system, Savills can now automatically match new property details with potential buyers contained within the Pivotal CRM contact management system and more effectively market the properties via the buyer’s preferred communication channel—e-mail, phone, or regular mail. Throughout the entire selling process, the Pivotal CRM system is used to manage all costs and disbursements associated with each individual transaction and, once the sale is completed, Pivotal CRM is used to feed the company’s financial systems to invoice vendors. As part of this process, Pivotal CRM produces documents with Crystal Reports and automates the workflow behind the entire approval process from front to back-office. Equally, final payment and settlement transactions are also automatically recorded within Pivotal CRM. More Effective Communications through CDC MarketFirst Having acquired FPD in the Asia-Pacific region and formed a strategic alliance with Trammell Crow Company, one of the USA’s top full service real estate advisory companies, it was extremely important for the company to uphold its brand name and identity and deliver consistent, co-ordinated communications to its clients across each of its divisions. Driven by these business reasons, in January 2003, Savills bought CDC MarketFirst as a communications solution for its marketing function, which would not only help its marketers to more effectively plan and manage their marketing campaigns, but would also ensure brand and messaging consistency. Having undergone a two-week period of training and implementation, CDC MarketFirst was up and running seven days later. As an integral module within the standard Pivotal “Our Pivotal CRM applications have become the metaphorical dashboard and engine for our entire business. We are now in a far stronger position to drive our business forward into the next phase of growth. Pivotal CRM has taken Savills from Victorian to virtual! ” Richard Coleman Group IT Director Savills plc
  3. 3. CRM suite of applications, Savills has used CDC MarketFirst for a number of initiatives including: Personalized customer news service, including content• directly in line with buyers’ property specifications to which over 9,000 clients subscribe Distribution of research information by the valuation• department, which has led to increased sales Conversion of printed documents to e-mail content by• research department Control, monitoring, and tracking of all e-mail marketing,• including the creation of banners and content by the web services department With an initial focus on the UK, it is planned to rollout CDC MarketFirst across further Savills geographies in line with the overall consolidation of systems and applications. The Future Goes Mobile In order to meet the business requirements of the company’s commercial division, Savills is drawing on the power of the Pivotal CRM platform to support mobile and wireless devices, including PDAs and smartphones. Accessing the commercial division’s property management and contact management system on the move will enable the company’s property managers to respond to their clients’ needs instantly. In this way, the company will be providing superior levels of service to their commercial clients. The Value of a Flexible, Highly Customizable, Modular System During the six-year relationship with Pivotal CRM, Savills has made extensive use of the Pivotal Toolkit to develop more than 80 different business modules using their in-house development teams. Having received initial administration and customization training on the Pivotal CRM system from Pivotal Professional Services, Savills now develops and maintains all of its applications in-house. The company’s Pivotal CRM development team maintains a direct communication with Pivotal CRM’s research & development team in Vancouver, B.C., Canada, on an as-needed basis. In the words of Richard Coleman, Group IT Director, “We rarely get an error message relating to a Pivotal CRM application itself. In effect, the system is self-managing.” Savills has now established a mature end-user training program for their Pivotal CRM-based applications. Training on Pivotal CRM is an integral element of the company’s employee induction program, where only after employees have successfully completed their training programe are they given full access to the system. By adopting this approach, Savills has ensured 100% user acceptance as well as maintaining the correct standards of system usage. As one new employee commented, “The systems are fantastic in comparison to our competitors.” In effect, Pivotal CRM is used to make the lives of the company’s negotiators, property managers, and estate agents easier such that they are able to focus on the business of selling and managing properties rather than be burdened by administrative paperwork and procedures. Conclusion Since 1998, Savills has made extensive use of the Pivotal CRM system, taking it far beyond the functionality of pure CRM. The secret of their success lies in the unique application of sound business knowledge to the development of applications using a highly flexible, customizable and open system that has enabled the company to quickly develop applications that directly meet their business needs. According to Coleman, “Our Pivotal CRM applications have become the metaphorical dashboard and engine for our entire business. We are now in a far stronger position to drive our business forward into the next phase of growth. Pivotal CRM has taken Savills from Victorian to virtual!” “ Using Pivotal CRM, we are now able to manage the complete process of selling properties through a single system. From attracting vendors, marketing properties and matching to prospective buyers, managing expense claims and invoicing vendors, Pivotal CRM underpins our entire business on a day- to-day basis. ” Richard Coleman Group IT Director Savills plc
  4. 4. Learn More About Pivotal CRM To learn more about how Pivotal CRM can help your organization’s unique needs, call us today at +1 877-PIVOTAL (+1 877-748-6825) or visit us at http://www.pivotal.com. Copyright © CDC Software 2007.  All rights reserved. The CDC Software logo and Pivotal CRM logo are registered trademarks and/or trademarks of CDC Software. About Pivotal CRM for Home Building and Real Estate CDC Software’s Pivotal CRM for Home Building and Real Estate is an industry-tailored customer relationship management (CRM) system designed to help building and real estate firms better manage relationships throughout the customer lifecycle— from the first point of interest to the handling of post-sale service and repeat sales. The only comprehensive solution for managing the complete front-office marketing automation, lead management, sales automation, and customer care activities of home builders, Pivotal CRM for Home Building and Real Estate enables companies to deliver a superior customer experience cost effectively. Awarded IT Product of the Year and Best Sales, Marketing and Customer Service Automation product at the 2006 Innovative Housing Technology Awards, Pivotal CRM for Home Building and Real Estate is used by many leading U.S. home builders, including Beazer Homes, Centex Homes, Toll Brothers, and WCI Communities. To learn more, please visit www.pivotal.com/homebuilders. .

×