Introduction and Background

V12 Retail Finance, a financial services provider based in Cardiff, specialises in offering flexible payment solutions for retailers and their customers. Established to help businesses increase sales through innovative finance options, V12 enables retailers to provide financing methods like interest-free credit and buy-now-pay-later schemes. With client data spread across various systems, V12 needed assistance in centralising customer data and maintaining an accurate view of their clients.

Project Overview

V12 Retail Finance aimed to streamline and enhance its sales processes, centralise customer data, and empower the sales team. By leveraging tools for lead management, opportunity tracking, and automation in Salesforce, V12 sought to boost sales efficiency and gain deeper insights into customer behaviour.

Challenges

V12 faced several challenges due to the lack of a centralised view of their clients. Manually gathering data from multiple sources was tedious and time-consuming, detracting from customer engagement. Maintaining data across different systems created silos, hindering communication and collaboration among sales team members. Without a unified view, tracking sales metrics and performance became difficult, complicating forecasting and strategic adjustments.

Solution

Futureform collaborated with V12 to implement a 360-degree view of their customers in Salesforce, enabling the sales team to have a comprehensive perspective of each customer’s interactions and history. This consolidated view aggregated data from multiple sources, providing a complete picture of each customer, including:

• Contact Information: Comprehensive personal and business details, including names, addresses, and communication preferences.
• Interaction History: Records of all interactions, such as emails, calls, meetings, and customer service inquiries, helping the sales team see past conversations and follow up effectively.
• Customer Preferences: Data on preferences and interests, enabling personalised communication and tailored offers.
• Social Media Activity: Insights from social media interactions, allowing the sales team to understand customer sentiment and engagement outside of direct communication.

Looking Ahead

This successful partnership not only transformed V12 Retail Finance’s sales processes but also fostered a culture of data-driven decision-making, positioning them for future growth.