Single Customer View to Increase TeamSystem Profitability

Single Customer View: getting to know your customer

By defining and implementing an evolved Single Customer View project, we responded to TeamSystem's need to overcome the barriers constituted by information silos, equipping the customer with a timely and accurate Single Customer View that allows the company to identify different customer profiles and their needs, thus acting in a more targeted manner and interacting more effectively with customers at different touchpoints.

TeamSystem Group is one of Italy's leading providers of management software for professionals and companies. Since its inception in 1979, it has stood out for its strong dynamism, which has led it to grow steadily at rates well above the average rates of the national Information Technology market. Today the group has a network of more than 550 facilities scattered throughout the country, divided into Software Partners and direct offices, and boasts more than 1.4 million loyal customers.

Challenge

Get a clear and up-to-date customer view

TeamSystem felt the need to break down the barriers that did not allow a single view of the customer experience: an obstacle caused by the accumulation of an ever-expanding flow of information, coming from an increasing variety of sources, often in real time, contained in different platforms and managed by incompatible systems. This is an understandable situation for a company that has grown over time, in part through the acquisition of numerous operating companies in Information Technology.
The need was therefore to unify data silos, making them usable through a single customer view, with the goal of increasing channel profitability through a greater ability to interact with the customer at different touchpoints.

Expertise and technology to benefit from efficient Single Customer View

We carried out a single customer view project for TeamSystem articulated in two distinct moments:

An initial strategic analysis phase aimed at identifying a proper customer information governance methodology;

a subsequent operational phase dedicated to standardizing the data and integrating the different information collection platforms.

In the first phase, our team of consultants supported the client in revisiting the data governance strategy and information flows between marketing, sales, and service departments with the goal of profitably using data from various touchpoints.

In the second phase, our technicians conducted intensive system integration activities that led to the homogenization of the different databases and the creation of dashboards, developed on the CRM platform, for data visualization and especially for the management of marketing, sales and after-sales service automatisms.

More satisfaction for customers, more sales for the company

The increased ability to provide quick information and responses, supported by marketing automation functions, and especially relevant and relevant along all touch points has immediately improved profitability KPIs and customer satisfaction levels.
TeamSystem can now plan actions capable of influencing purchasing decisions and customer loyalty and promote new business proposals with a higher level of personalization.

Solutions

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TeamSystem - Single Customer View

Single Customer View: getting to know your customer

Challenge

Get a clear and up-to-date customer view

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Proposed Solution

Expertise and technology to benefit from efficient Single Customer View

Results

More satisfaction for customers, more sales for the company

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