How to Calculate the ROI of a CRM Implementation - Real-life Case Study


A real-life case study on how successful implementation of a process-driven CRM software can boost ROI up to 271% within only 4 months

Bpm’online, whose process-driven CRM for marketing, sales and service helps thousands of organizations win more customers, announces the latest CRM ROI case study, where Nucleus Research, a global provider of investigative, case-based technology research and advisory services, estimates the ROI of the CRM implementation at Namu Travel.

With CRM spend expected to reach $36.5B worldwide by 2017, businesses expect to increase their profits and uncover new revenue streams. Despite these great expectations, companies often fail to make a precise calculation of their ROI for CRM.

The case study conducted by Nucleus Research provides a clear overview of the core elements organizations need to consider when quantifying their ROI and benefits of a CRM deployment.

Nucleus found that an integrated CRM platform eliminated the necessity for additional hires and software that would have been needed to maintain and support an in-house system, and improved personnel productivity across all channels. As a result of a carefully planned implementation of the bpm’online system, Namu Travel improved its interactions with customers that consequently led to increased revenue and personnel productivity.

Nucleus quantified the initial and ongoing costs of software subscription fees offset by the direct and indirect benefits and calculated a 271% ROI with full project payback in 4 months.

It is rewarding to see that the implementation of our system generates a significant increase in ROI and our customers receive tangible value while delivering customer experience excellence,” said Katherine Kostereva, CEO and Managing Partner at bpm’online.

We are committed to ensuring the sustainable success of our customers.” “Deployment of the bpm’online system made us more agile and able to modify our processes as often as we need it. We made the right choice as the system strengthened our position on the market, increased our revenues and our levels of customer satisfaction,” said Richard Bexon, Chief Operating Officer at Namu Travel Group.

Read a complete ROI case study >>