Customer Relationship Management (CRM)

We offer an end to end process to meet your CRM needs – working with your teams to identify system requirements, researching suitable systems, helping you to manage the procurement process, providing support with data migration and finally optimising the system.  We are familiar with a variety of systems including: Salesforce; Tessitura; Spektrix; Capsule and other industry specific software.

Your CRM implementation

Our CRM projects usually begin with a process of scoping out the individual requirements of the organisation, working alongside those people who will be using the system. Mary can then lead the procurement of a system that meets those needs and the subsequent data migration from one (or multiple!) sources to your new CRM.

Data migration

We have particular expertise in data migration for CRM systems and work directly on the data, combining databases to create an input file for the new system which gives us the opportunity to reduce duplicates and neaten the data.  We then review the final data in your new CRM system and implement different checking techniques to ensure you are confident with the migration sign off. If you have a complex database or a system which is taking live orders that cannot be paused for any time, we will work with your IT teams to recommend an approach which can be implemented at the point of data migration.

CRM optimisation

Now the real fun begins! At Tonica we pride ourselves on doing more than just CRM procurement and implementation. Your new system has endless possibilities, and we work with you and those team members who will be using the system on a day to day basis to get the most out of your CRM investment. We can recommend internal data processes to ensure your system is optimised, train staff members, develop template marketing lists, create bespoke reports and use your data to build customer segmentation models to enable targeted marketing and fundraising activity.

Mary’s support throughout the process was immensely helpful. We now have a CRM system which has revolutionised our marketing and has put us in a good position in terms of being ready for GDPR. On a personal level Mary is lovely to work with, she takes account of everyone’s technical capabilities (or otherwise!) and nothing is too much trouble in terms of finding solutions.”
Helen Large, Marketing Manager, Museums Worcestershire

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