Forrester

Why Read This Report

What happens when your customer service reps have to blindly make decisions without having the right customer and sales data to guide them? High 5 Sportswear, an athletic apparel distributor based in the Pacific Northwest, faced precisely this challenge within its customer service center. To address this problem, it implemented a customer relationship management (CRM) software-as-a-service (SaaS) solution that offered a platform for consolidating customer data and improving efficiency. The company followed a systematic implementation approach to ramp up the solution quickly. The key steps were: 1) define and target the specific "pain points" and business processes that require support upfront; 2) establish the budget early and stand by it; and 3) roll out the solution in small, manageable sizes, and let adoption grow internally. High 5 service reps now have the visibility they need to make more sound decisions and to offer better service to their customers. In addition, management has increased its visibility into the services operation and the metrics required to wring more productivity out of the firm's call center operations. Most important, improved customer service is strengthening customer loyalty.