Empower Your Business to Increase on Sales in United Kingdom

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[Music] Nova leure is a Premium Bar company with about 50 venues mostly in the center of London in terms of scale we revenues of about 140 million and we recently did a refinancing which valued the company at 100 million we've been rolling the system out into venues now for about 3 or 4 months to give the Salesforce and the information and the tools to really take their performance up a couple of notches we've seen better customer service better customer interaction just a whole range of [Music] benefits the CRM system is a part of our digital transformation of the business it allows us to secure those leads to track them from inquiry to conversion and also build relationships moving forward with our customers so everybody's working off the same database now before we had lots of different pools of data we might be calling the same customer more more than once about the same offer now we're calling the customers less but more impactfully and we're coordinated across the venues currently we're live in the first 10 of our venues and we've been seeing an increase in sales of 30% year on year one of our key developments over the last few years was the creation of a central sales team as well as the venue baseed sales team the process for them was a little bit inefficient in that they had to ring round venues to find availability so with this system we look at availability in real time on venues so that the central sales team are coordinator with the venue sales teams that makes an absolutely huge difference to our Central sales team now they're not spending a large proportion of their time sorting out the administration and they can concentrate on creating the best possible experience for the customer the CRM system has become the core of all of our communication it allows us to segment and Target customers for digital campaigns such as email SMS and social and by having that extra level of intelligence when we're creating our communication it provides a far better [Music] return that customers will make a booking on one of our websites it'll go through to the CRM database so the CRM database will be telling them what space What tables what booths are available to help them make their choice it's all completely coordinated with the Salesforce so whatever the sales force is selling comes off the list and the customer is able to make an online booking with as much or as little human interaction as they Desire with CRM we're able to get a real level of detail to drill in to really understand what's going on with our customers and with our Salesforce we can look at efficiency metrics how many calls and how many interactions each salesperson's had how many of those calls resulted in an inquiry the types of inquiry that they've resulted Ed in we can look at which marketing lists have been effective it's been transformational and we're tremendously excited by it in terms of infrastructure we looked at the options available to us and we made the decision to go with a cloud-based infrastructure so for the websites we're hosted on Microsoft as year and for CRM we're hosted directly with Microsoft we found that to be a great strategy and we're getting great reliability and has taken away a lot of the traditional headaches that any it manager faces in terms of running servers and storage and networks and it's allowed us to really focus on how we can help the business at Novis Leisure we're really excited by the opportunity the CRM present us with it allows us to put the customer at the heart of our strategy and make decisions based around what he and she wants and prefers we see CRM as a philosophy as a combination of people process and system all coming together with the end objective of creating positive profits and improving customer satisfaction we needed the right technology platform to let us do that and we think we've got the right [Music] one