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Sussex Enterprise is a not-for-profit organisation that helps businesses in the UK grow and become more profitable. Performing the functions of both Business Link and the Chamber of Commerce, Sussex Enterprise has faced a number of challenges as they have continued to grow larger and stronger. Sussex Enterprise recognised that most of their contacts use e-mail as their main communication medium and therefore put CDC Software’s CDC MarketFirst marketing automation system in place. The results were immediate and clearly validated the move to install the system. CDC MarketFirst significantly increased attendance to 200 people—a tenfold increase.
Sussex Enterprise Bringing Government Agencies Together to Boost C a s e Sussex Business Sussex Enterprise acting as a hub for local government agencies, sussex enterprise s t u d y www.sussexenterprise.co.uk is using the CdC software suite to forge ahead in helping small Country or Region businesses in sussex grow by providing support. United Kingdom Industry Sussex Enterprise is a not-for-profit of Commerce and Business Link, but other Public Sector organisation that helps businesses in the information collected and stored by Business UK grow and become more profitable. The Link teams is highly sensitive financial and Customer Profile organisation has two key functions, the first of strategic information that enables the advisors Sussex Enterprise serves two major groups: its which is “Business Link,” which provides the to assist these businesses. The CDC Software 27,000 Business Link customers and its almost information, advice, and support businesses professional services team created a multi- 3,000 Chamber of Commerce members. need to start, maintain, and grow a business. level security feature that limited access to this Business Situation The Business Link function provides information sensitive information. and advice to help more than 27,000 customers Given Sussex Enterprise’s complicated structure, they needed a system that could make the most of their opportunities. adopting Best-Practice technologies provide Business Link with the functionality The second challenge was to drive The Business Link service is a crucial part of and depth of detail they needed, while at the membership numbers in the Chamber of same time allowing the Chamber of Commerce the government’s efforts to promote enterprise Commerce. The Chamber of Commerce to be able to see a certain level of appropriate and to make the UK the best place in the world network has been around for a long time, information as well. to start and grow a business. It is primarily serving the business community. But as the funded by the Department for Business, Solution business world is changing with unprecedented Enterprise and Regulatory Reform, supported CDC Software has provided Sussex Enterprise speed, so too must the Chamber of Commerce by a number of other government departments, with a suite of solutions that addresses the system. Sussex Enterprise is leading the agencies, and local authorities. organisation’s requirements and tailored the way by adopting new practices and new solution to comply with Sussex Enterprise’s Sussex Enterprise also supports and technologies in order to be able to best serve multi-level security access needs. The suite represents businesses in Sussex in its chamber the next generation of businessmen and women. includes Pivotal CRM for customer relationship of commerce function, in which it has become management, Pivotal Analytics for reporting A major part of this change is in the form of and data analysis, and CDC MarketFirst for the second-fastest-growing chamber of communications. No longer do people have marketing automation. commerce in the country and the largest in the time to RSVP by mail. Sussex Enterprise Sussex. More than 2,500 businesses of all sizes Benefits recognised that most of their contacts use and industry sectors benefit from the practical e-mail as their main communication medium • An increase in membership retention rates business support, training, information, and to 85% and therefore put CDC Software’s CDC advice that the organisation provides. MarketFirst marketing automation system in • A tenfold increase in the level of response to place. The results were immediate and clearly Performing the functions of both Business event invitations Link and the Chamber of Commerce, Sussex validated the move to install the system. In • Gave team members greater capacity Enterprise has faced a number of challenges as promoting an event that would historically • Ministerial-level acknowledgement of they have continued to grow larger and stronger. secure 20-25 attendees, CDC MarketFirst best practice significantly increased attendance to 200 Leveraging Resources people—a tenfold increase. • Made Sussex Enterprise a leader in the UK for bringing together government agencies The first challenge Sussex Enterprise was Gill Edinburgh, Sussex Enterprise’s Board facing was the need for the team of just 50 Director, commented, “This was a result of people to manage relationships with almost communicating in a way that the market clearly 30,000 people, of which more than 3,000 are likes to be communicated with that also ties serviced on an intensive daily basis. By putting in well with our need for efficiency. Everybody CDC Software’s Pivotal CRM in place for is busy these days and asking them to RSVP customer relationship management, the team via mail is an added hassle for them and has been able to free up a significant amount more time-consuming and expensive for our of resources, enable the staff to use their time organization. CDC MarketFirst allows us to more effectively, and ultimately get more done. communicate in a more efficient and cost In addition to this, Pivotal CRM was tailored effective way.” She continued, “Eventually we to Sussex Enterprise’s complex operating will use CDC MarketFirst to manage our entire structure. The first requirement was that the marketing campaign.” CRM system should have internal security— . some of the information held on companies is relevant and appropriate for both the Chamber CDC Software | Case Study addressing accountability a Hub for Local Government agencies—Raised Sussex Enterprise’s third and final challenge was to meet at Ministerial Level government objectives by putting in place a system that The most recent success for Sussex Enterprise is that allowed them to produce detailed reports and analysis Business Link has taken the lead among local government on the actions and interactions provided to Business Link agencies by allowing them access to the Sussex Enterprise customers. Sussex Enterprise implemented Pivotal Analytics, system. This allows everyone from local authorities through which enabled the team to generate reports demonstrating to further education colleges to see central customer files that specific targets set by the central government—such through the Pivotal CRM ePartner system, eliminating the as the number of intensive interactions achieved with small situation in the past in which Business Link customers would companies—were being met, as well as providing detail have been inundated with calls from all of these government regarding the structure of a particular member company. agencies collecting similar information. It also allows the various agencies to join up services and provides public- “ We are extremely proud of our government hub initiative. This is truly leading the way in the UK— sector partners with the ability to run analytical reports—for example, on the make-up of the business community in Sussex—and allows them to then take that information and our success has been raised at ministerial level as use it in economic planning and forecasting. being best-practice. ” This programme has been such a success that it has been referenced at ministerial level as best practice. Gill Edinburgh Board Director, Sussex Enterprise Edinburgh said, “We are extremely proud of our government hub initiative. This is truly leading the way in the UK—our Edinburgh said, “Once we saw what Pivotal Analytics could success has been raised at ministerial level as do, the management team was able to gain a great deal being best-practice.” of in-depth visibility over what was being done in the field, the time taken to deliver on actions, and the level of activity conducted by each team member.” enviable Results The system has brought about significant changes for Sussex Enterprise. The Chamber of Commerce has increased membership retention rates to 85%—much higher than the majority of other chambers around the country. Sussex Enterprise is now among the fastest-growing chambers of commerce in the United Kingdom. The analytics software enables Sussex Enterprise to demonstrate the value it is delivering to key stakeholders. It has demonstrated, for example, that Sussex Enterprise produces the most intensive interactions of any of the Business Link organisations in the UK. Additionally, “It has also allowed us to develop products that we know the customers want to use,” said Edinburgh. Learn More about CdC software and Pivotal CRM To learn how partnering with CDC Software can help your firm succeed, call us today at +1 877-748-6825 (in North America) or +44 1 604 614131 (in EMEA), or visit us at http://www.cdcsoftware.com. Copyright © CDC Software 2007. All rights reserved. The CDC Software logo and Pivotal CRM logo are registered trademarks and/or trademarks of CDC Software.
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