Abbey ICT
One solution. One price. It made giving everything to all staff a simple decision.
— Andy Wilson, Abbey ICT
Abbey ICT
Established in 1992, the team at Abbey ICT provide their customers with close to 30 years’ experience in the IT and Telecoms industry. Based in the North West, they serve a customer base spread right across the UK — from the Scottish Highlands to the Channel Islands.
Abbey provide IT and Telecommunication solutions for companies of all sizes, in any industry. They have worked with high street printing franchises and pizza delivery businesses, as well as multiple-site voice and data networks for national PLCs.
Outgrowing ACT!, and looking for one system to run it all
As an internet pioneer — they had a website way back in 1996 — and a generally technical team, Abbey ICT recognised that their use of ACT! just wasn’t working for them any more. They had outgrown the product and were looking for an upgrade, ideally one that would let them run a full technical customer service desk from the same place.
As a company with lots of moving parts, Andy and the rest of the management team needed a solution that would give them oversight of the whole process, as well as the ability to hold a lot of industry-specific information and produce professional emails and other documents.
One combined system for sales, service and telephony
OpenCRM provided a combined solution that could replace ACT!, while also giving Abbey the tools they needed to deliver the highest quality customer service and deliver projects. Integration with their UC telephony solution was a key driver.
When it came to Abbey’s sales process, the software they had been using just wasn’t cutting it any more. They needed to hold more of the right data and streamline the process, bringing it under a single roof for better oversight — with the management team able to report on and analyse the whole sales process based on their own custom data.
This same reporting functionality mattered just as much for managing the customer service desk. Having recently merged with Genesis I.T., Abbey found that neither company had software that gave them the oversight they needed for the combined IT and Telecoms businesses — they wanted to bring the two under a common interface, with the functionality both teams needed for managing tickets.
We worked with the team to make sure the customer service desk was collecting the right information and had the right tools to manage communication around customer questions.
Our promise of unlimited custom fields was one of the first big wins — we don’t restrict how many custom fields you can have in any one area of the system, or overall.
What they loved about OpenCRM
- All the custom fields they could want
- Sales process management
- Ticketing and project management
- Oversight reports
OpenCRM gives Abbey ICT a CRM solution that holds all the information they need about their customers, with the functionality that allows them to manage — and oversee — their processes, joining the dots between all the teams and across the whole of the customer journey.
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