Basic Research
Basic Research is an award winning, multimillion-dollar
organization with top products in the weight-loss, bodybuilding, anti-aging, joint health, and skin-care
industries.
THE CHALLENGE
COMPANY CHALLENGE #1 - VISIBILITY
Basic Research needed a fully integrated view of their customers journey throughout the buying process. They wanted a solution that showed a consumers first impression, to purchase, all the way through the conversion to becoming a lifetime customer.
COMPANY CHALLENGE #2 - COMMUNICATION
A big challenge at Basic Research was the inability to reach customers with the proper channel, (retail, phone, web, SMS, social, etc.) This ineffeciency lead to lost leads, opportunities, and sales. The company was working with siloed technologies that did not allow departments to have a common understanding of customer demographics and sociographics.
COMPANY CHALLENGE #3 - MAXIMIZING MARKETING AND SALES BUDGETS
Data is the electricity that runs an organization and Basic Research struggled to measure the success and failures of marketing campaigns. The organization would continually spend money inefficienciently. They needed an alignment of marketing spends to data and positive outcomes.
THE SOLUTION
MICROSOFT DYNAMICS 365 CRM
Develop a integrated Customer Relationship Management (CRM) system. Incorporated SharePoint, Workflow processes, Marketing Automation and InContact (Telephony software) into the CRM system. (12-week go-live).
CALL-POP
Leveraged D365 and inContact and linked call data to order data.
CRM AND ERP INTEGRATION
Invoice updates and statues updates based on shipping.
BUSINESS PROCESS REVIEW
JourneyTEAM lead and developed numerous “discovery” processes.
Wrote and edited several versions of the requirements document.
PAYMENT PROCESSING AND QUOTES
Integrated payment processing, authorization, and verified payments.
Set up a quoting system to “stage” data for checks and balances.
‘Quote it Before you Buy it’ ability to process payment before order.
DATA COLLECTION
Single repository for collection of data and reporting metrics used in: Predictive Tools, Forecasts, Projects, Metrics
Improved demographic visiblity with Dynamics Customer Insights.
“JourneyTEAM came through and provided us with an end-to-end solution. The task wasn’t easy... but they listed to our needs and got the job done.”
Greg Crandall, CIO
Basic Research
SCOPE OF PROJECT
Call-Pop (& IVR Menu)
Caller (Contact) Verification
Order Generation
Payment Processing
Subscription and Membership Management
ERP Integration (Invoice and Status Updates)
Full Integration of Sales and Marketing
20%
Reduced Overall
Costs by 20%
70%
Increase in Customer
Service Response
-10
Reduced the Need
of Admin Headcount
25%+
Reduced ‘Call to
Order” process
3X
Increased Digital
Marketing Channel Leads