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ADT to manage customer lifecycle

ADT Security Guarding, a company in the ADT stable, has embarked on a customer relationship management (CRM) drive powered by GoldMine Business Contact Manager Corporate Edition and HEAT Service and Support, the sales force and marketing application from FrontRange Solutions.

The initiative is aimed at streamlining the interactions of the company's guarding division with its corporate clients, which include retail outlets and shopping centres, industrial premises, offices and financial institutions.

Sean Mooney, quality manager at ADT Security Guarding, says the company maintains its leadership in the security industry by continually working to ensure customer satisfaction and striving to achieve a commitment to quality, service and technical innovation.

Sean Mooney, quality manager, ADT Security Guarding

"A key part of this programme is to back our product lines and services with efficient customer service," says Mooney. "We decided to implement a comprehensive CRM programme in our guarding division and as I had had previous experience of GoldMine's capabilities, I was confident that it would meet our requirements."

GoldMine Business Contact Manager Corporate Edition, and HEAT Service and Support, which integrate to form GoldMine FrontOffice, are designed to work together seamlessly and enable business to manage the entire customer lifecycle. Mooney says ADT is using the integrated solution to manage all client data from a single point, view and analyse its sales pipeline, track and manage the performance of its sales team, and to record all client interactions.

In addition to offering the ability to track customer issues, HEAT also provides immediate and accurate information to ensure that ADT's control room staff are confident of dealing with any query or complaint.

Using Crystal Reports Designer, part of the integrated solution, ADT Security Guarding now can produce personalised management reports and forms. These reports can be viewed through Web pages, attached as Word documents, e-mailed or printed.

Mooney says ADT Security Guarding plans to incorporate iHEAT into the solution in the near future to provide staff with access to information from anywhere.

The solution was implemented by FrontRange solutions partner Polygon Systems. Mark Bannerman, Polygon Systems MD, says the ease and speed of implementation of GoldMine FrontOffice gets teams working quickly, with none of the costs associated with lengthy implementations.

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