Business Integration Services, Inc.
Company Size: ~15 Employees
Prophet CRM User Since 2010
When Tom joined BIS in 2010, he faced a serious challenge: in keeping with BIS’s changing customer demographics, he needed to expand the company’s core IT support business from a relatively low-rent call center aimed at small companies to an upscale sales representative-based team better equipped to serve the needs of small and mid-sized businesses. Tom’s sales unit needed a CRM system to not only manage new and existing contacts, but also to track and guide annual customer renewals, upsell opportunities, and new customer implementation projects.
Tom had experience with SalesForce and a modified Oracle-based CRM system before coming to BIS, but realized very quickly that these solutions were too complex for what he and his new team needed to accomplish. He knew that this complexity would get in the way of user adoption and would hinder the success of his team, so he set out to find a CRM program that more closely matched his needs. He looked at programs like Sage, PipeDrive, Prophet, and a slew of others.
After much research and many demos, Tom decided that Prophet was right for his team. The deciding factor was Prophet’s ease of use; other programs were too bulky and required too much effort to enter and use new data. Tom knew through experience that this bulkiness would be an obstacle both from the perspective of his team and for his own sake as their manager. He particularly liked the way Prophet was embedded into Outlook, and how it was easily configured to collect only the data necessary to effectively run his operation.
Prophet CRM was implemented at BIS initially as a sales tool, but it was quickly adapted to track and manage the company’s recurring revenue business as well. With all customer accounts and sales activities being recorded in one place, Tom’s team was able to properly manage and optimize every customer renewal and upsell opportunity.
Like many companies, BIS’s SMB unit initially used Microsoft Project to track customer deployments–but again, they found MS Project was just too complex for what they needed. With the success of Prophet in tracking their sales, BIS decided that it could also be used to track customer deployments. Tom worked with Avidian to modify it for that purpose, allowing him to effectively track and manage the entire team’s project load and monitor progress for each customer deployment. Even better: BIS now had all of its customer deployment and sales data integrated, warehoused, and easily accessible through Prophet.
Tom describes Prophet as BIS’s lifeblood today. The data and reports that Prophet CRM generates are reviewed weekly by the entire company to evaluate the health of the sales funnel, progress with customer deployments, and to determine where revenue and growth are actually coming from. User adoption isn’t a problem at BIS–everyone in the company considers Prophet a convenient and powerful tool and timesaver. Prophet CRM empowers sales representatives at BIS, allowing them to understand what customer activities they need to perform each day so that customer obligations don’t fall by the wayside. Thanks to Tom and Prophet CRM, his SMB unit has grown BIS and its accounts by 65% of revenues.