Case Study: Santander Consumer USA Wins With A Smart Mobile CRM Implementation Strategy

What happens when your sales reps blindly make decisions without having the right customer contact information and transaction data at their fingertips to guide them? Santander Consumer USA, a consumer automotive finance company, faced precisely this challenge within its 125-member sales team. To address this problem, it implemented a mobile CRM solution. The company used five specific best practices to demonstrate executive sponsorship, tune the solution to meet the needs of sales reps, and leverage peer-to-peer relationships to build user adoption. The result? Closed sales deal transaction rates increased by 25%. Loan closing cycles shortened from seven days to four, and sales time per visit with customers rose from 25 minutes to 45 minutes. By implementing a mobile CRM solution, the proportion of data entered by sales reps that was accurate increased from 10% to 80%.