Magazine article New Zealand Management

Exclusive Island Resort Benefits from CRM Solution

Magazine article New Zealand Management

Exclusive Island Resort Benefits from CRM Solution

Article excerpt

Couran Cove is a five-star Island resort situated on South Stradbroke island just 15 minutes from Queensland's Gold Coast. Couran Cove takes the business of leisure very seriously, so when it came to automating their sales function they turned to Brisbane Solution Provider, The Integrators, who recommended and installed SaleaLogix--a Customer Relationship Management (CRM) solution for small to medium businesses (SMBs).

Implemented in February 2001, SalesLogix has reduced the administrative burden on Couran Cove's sales force by 40 to 50 per cent. Everyday tasks such as generating contracts, issuing email blasts and tracking new leads are now fully automated through the CRM system. These massive efficiency gains mean that staff now spend less time drowning in paperwork and more time closing deals.

Their sales team, who are located in four offices across Australia, all have real time remote access to SalesLogix' centralised customer database.

The need for change

In mid 2000, Couran Cove recognised that their existing information management system, Microsoft Outlook, was not capable of effectively managing a hundred-thousand dollar sales pipeline and client relationships that stretched across the globe.

Alastair McCracken, General Manager for Couran Cove, recalls: "We chose SalesLogix because it could be integrated with Microsoft Outlook which was important given this had been our primary sales tool for some time," Alastair said. "We also wanted a system that could be customised to collect specific data, modify customer records and above all was easy to use."

Although there were a number of sales force automation/CRM systems on the market specific to the hospitality industry, Couran Cove felt confident SalesLogix would deliver the flexibility it was after. "We looked at a number of reference sites which gave us peace of mind that SalesLogix was capable of delivering on its promise," Alastair said.

Making it happen

Installing the software was a fairly straight forward process according to Andrew Gartner, Technical Consultant with The Integrators. SalesLogix was implemented over a two month period with the project team taking a 'crawl, walk, run' approach to the set-up. …

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