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The
ACNielsen Survey
What are the
productivity effects of implementing CRM software?
Why invest in CRM software? To remain profitable? To
better serve your customers? To become more efficient?
We
have always been convinced that SuperOffice's ease of
use will increase your efficiency and make you enjoy
your work, and thus help you reach your overall goals.
Now our convictions are backed by an independent study
by ACNielsen.
In
an international independent pre- and post-implementing
SuperOffice user survey conducted by ACNielsen, 86 %
of the users state that they are satisfied with
SuperOffice CRM. Interviewing and testing the users in
performing different working tasks conducted the survey.
We
asked ACNielsen to create an international survey that
gives measurable indicators on the impact of
implementing CRM software.
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The survey was based on face-to-face interviews.
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A task list was defined which represented an
’average’ office day.
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Each interview focused on performing all the tasks
in the defined task list and measured the time
needed to complete tasks.
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In addition questions were asked about ’soft’
factors regarding the tasks.
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Interviews were performed before and after the
implementation of SuperOffice.
The survey measured how much faster an employee would
work by using SuperOffice CRM compared to before the
system was brought in to use. When asked to write a
letter, it was found that the respondents had a 56%
increase of productivity.
Customer
satisfaction results:
Note:
Those respondents, who did not reply 'yes', replied 'do
not know' or did not reply at all.
How this was measured...
The respondents were asked to perform everyday tasks
like writing letters, search for information etc., and
then the time spent before and after using SuperOffice
was measured.
The
main reasons behind customer satisfaction were these:
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Total overview of information
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Improved information availability and access
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Easy user interface
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Makes my day easier
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Easier planning/structuring of my day
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Seamless integration with Microsoft Office
The
majority is using SuperOffice within the following
business processes:
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Sales
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Document Management (including e-mail)
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Marketing
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Project Management
Source:
ACNielsen CRM impact research, November 2001
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