CRM Delivers Value Chain Service Improvements for SUBWAY® Restaurant Owners
Greenville, SC - - June 20, 2007 - - Customer Effective, a Microsoft Gold Certified Partner and provider of Microsoft Dynamics CRM, recently delivered CRM to improve the challenging customer service needs of Independent Purchasing Cooperative Inc. (IPC). As a service organization, IPC manages a value-based food service supply chain for over 24,000 SUBWAY® restaurants in the United States and Canada. Newly implemented electronic gift card, loyalty card and credit card programs brought a significant increase in service level requirements as the popularity of these programs rapidly grew.
Customer Effective was selected as an expert to develop, deploy and manage a fast-track CRM implementation for IPC. Chosen for their successful CRM implementation and support services record, Customer Effective led the project which included integration with an existing in-house membership database application IPC uses for tracking all franchise information. As a key component of the implementation, Customer Effective provided comprehensive user training and post-deployment support.
“Customer Effective created a phased CRM implementation plan which was developed specifically to show us what was essential to get started,” says Carman Wenkoff, president of Value Pay Services LLC, a wholly owned subsidiary of IPC which was formed to manage these new card services. “They showed us what needed to be prioritized and how everything would come together. The plan worked perfectly to meet our fast track expectations.”
IPC uses CRM to track all customer calls, emails and questions from initial inquiry through resolution. This tracking includes the time involved to handle any issue so that all activity related to it is captured. Everything is documented in one place because CRM tracks it all.
“Service levels for our franchisees are the highest they have ever been,” says Wenkoff. “IPC is truly able to back up our mission statement which aims at providing superior returns and services to SUBWAY franchisees. We credit CRM for giving us the ability to deliver. Partnering with Customer Effective to make this happen within a tight time frame has proven to be a smart move.”
About Customer Effective
Customer Effective, with headquarters in Greenville, SC, is a leading innovator in customer interaction solutions based on the Microsoft CRM (Customer Relationship Management) platform. Customer Effective is a Microsoft Gold Certified Partner, Independent Software Vendor (ISV) and Solution Implementer serving mid-market and enterprise organizations worldwide. With a sole focus on Microsoft CRM, the company has been engaged in well over 100 Microsoft CRM implementation and development projects. For more information, visit www.CustomerEffective.com.
About Independent Purchasing Cooperative (IPC)
IPC is an independent SUBWAY® franchisee-owned and operated purchasing cooperative. IPC negotiates the lowest costs for purchased goods and services, while improving quality, enhancing competitiveness and ensuring the best value to SUBWAY members and their customers. For more information, visit www.ipcoop.com.
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