The Dublin Chamber of Commerce says it has received a complete return on investment on its Siebel call centre CRM system within 24 months.
The chamber, which represents the interests of 1,500 large and small businesses in Ireland's capital, is using Siebel Call Centre to create a single view of its members across multiple channels.
The chamber says that by understanding more about the needs, interests, and preferences of its members, it reduced its membership subscription attrition rate by one-third over 12 months. As a result, it said, it has increased its annual revenues by almost £70,000.
"Siebel Call Centre provides the chamber with a live record of the day-to-day interaction with members," said Gina Quin, Dublin Chamber of Commerce chief executive.
She said the software is used to consolidate all member information, business opportunities in the region, training programmes, and the events organised by the chamber. “This unified view allows us to offer members significant opportunities to promote their businesses and network with other members,” she said.
The Siebel system replaced multiple separate systems covering members' details, financial accounts, training, and events management. Previously, the chamber had little history of any interaction with members, and it was difficult to correlate which events members had previously attended.