Leggat McCall Properties
Background
Leggat, McCall Properties is a construction company operating out of Boston, Massachusetts. The firm has been in business for over 30 years. LMP specializes in commercial construction; they also do business in acquisitions, and residential construction.
The Problem
LMP has hundreds of employees and hundreds of customers. In dealing with so many contacts and their specific information, LMP employees had their hands full in maintaining accurate and detailed records pertaining to each client’s unique profile. LMP was operating with a contact management tool that was simply ineffective and very user unfriendly. Among other problems with this system, users were unable to merge notes and records. The user would end up exporting data and would then be forced to create their own merges; spending a great deal of time to fulfill this one task.
When dealing with a system that is unpopular and difficult to use the tendency among many employees is to formulate their own system, and maintain their own information. Such was the case with LMP employees. The inherent problem with this situation is that there is no dissemination of information. Each individual has their own data, therefore it is impossible for their people to operate with in-sync information. There was never any guarantee that information was actually there, and if it was, whether or not it was syncing properly.
Customer communication suffered as a result of the inability to maintain accurate and detailed information. The ability to access the most current and vital customer information and communication records was missing, and as a result LMP was not functioning at the level of efficiency it desired.
The Solution
GroupLink’s ContactWise has provided LMP with the contact management tool to address all of its previous shortfalls and enhance the operational abilities. By streamlining its contact information its staff is now able to more completely service its customers. “This system really suited our company and individual needs,” said Allison Nunn, Information Systems Manager for LMP. “Our users really enjoy the ease and availability of this interface. Some use this tool 15 to 20 times a day, and it makes their jobs that much easier and more successful.”
“You can really tell the success of a system by how much it is being used and by how many users,” said Nunn. “The fact that you can keep a running tally on specific contacts, merge letters and categorize contacts, enable the very useful group feature, and utilize the very strong reporting tool has meant a world of difference to our employees, customers, and the way in which we do business.”
Conclusion
Leggat McCall Properties has transformed the way the in which it maintains vital customer information. Where once contact management was limited to a virtual guessing game now employees rely upon the quick and effective availability of information that GroupLink’s ContactWise provides. The seamless integration of ContactWise with Novell GroupWise has capitalized on LMP’s operating system while simultaneously leveraging its existing Novell investment. LMP has experienced a transition in contact management to a full-functioning and easily accessible system of operation; as a result its staff is more effective and efficient and its clients are better served.
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