Regus selects pivotal to improve customer service management

Pivotal Corporation, the leading provider of sensible customer relationship management (CRM) software, today announced that Regus has seen early impact with Pivotal. Improvements in managing customer monitoring and the reporting of global occupancy, forward orders and revenues are some of the benefits being enjoyed by Regus, with the global roll-out of a customer relationship management (CRM) system from Pivotal.

"We understand our customers and their needs better than ever before," said Steve Jude, group sales and marketing director, Regus. "Our regional managers are empowered to easily recognise buying trends, create targeted marketing campaigns and identify up-selling and cross-selling opportunities."

Regus is the world`s largest supplier of outsourced office space and operates more than 410 business centres in 50 countries. These centres contain more than 90 000 office workstations and 24 000 meeting room places. Regus customers range from small start-ups to large multinationals, all of which appreciate the flexibility and cost saving benefits, which Regus provides as an alternative to traditional property acquisition methods.

The company is using the Pivotal system in a number of regions and it has proven successful in capturing, allocating, trending and managing inquiry information, from the Regus global network. According to Jude: "Our business revolves around the quality of our customer service so the implementation of a CRM system from Pivotal provides us with the ability to better interpret customer motivations and requirements. In addition, Pivotal`s broad functionality, advanced architecture and practical price point made it the sensible choice for our business. Pivotal will help us to make life easier for our customers - and that will have great benefits to our sales and marketing initiatives."

Regus deployed Pivotal`s advanced technology to provide its customers with multi-channel access to customer service. Today, customers can place orders, submit inquiries, or receive space confirmations over the Internet, by telephone, or in-person. Each customer interaction is captured in the Pivotal system and immediately routed to the appropriate Regus office around the world. Then, local sales professionals at Regus can instantly respond to customer needs in their territory.

Regus managers are leveraging the CRM system to gain a better understanding of how their territories are performing. Managers have access to Pivotal`s advanced reporting capabilities so they can analyse customer inquiry levels, pipeline activity, sales closure rates, customer preferences and customer segmentation. Using this information, managers can accurately forecast revenues and increase the effectiveness of the sales force.

To ensure a seamless flow of information across the company, Regus integrated the Pivotal system with three existing technology systems that track accounting, facility reservations and human resources. Now, employees are empowered with up-to-the-minute customer and corporate information, and they can easily and securely share critical information between departments.

This integration strategy also has significant pay-offs from a customer perspective. Now, Regus sales professionals can access detailed customer profiles that explain each customer`s buying preferences, purchase history, billing history, and contact information. So, whenever a customer calls - the sales person can immediately jump into action by engaging with them in an intelligent, personalised way.

According to John O`Hara, executive vice president of EMEA, Pivotal: "Regus is proving that CRM done right can be a significant competitive advantage. The company has implemented a CRM solution that is specifically tailored to its unique business needs and integrated with other technology systems. Companies such as Regus need a sensible CRM solution that is fast-to-implement but offers a broad range of marketing, sales and service functionality."