Silverdell Plc Achieves 100% Return on Investment on its Consolidated Customer Relationship Management System in Just Six Months, Improves Customer Service, and Wins New Contracts
 
 

Silverdell Plc Achieves 100% Return on Investment on its Consolidated Customer Relationship Management System in Just Six Months, Improves Customer Service, and Wins New Contracts

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Silverdell Plc is an environmental support services organization that specializes in the management and removal of asbestos and other hazardous materials. The group is comprised of four businesses, which provide managed solutions for the assessment, survey, safe handling, and removal of hazardous or potentially hazardous waste. Silverdell works across the public, private, construction, and industrial markets and is committed to creating an improved and protected environment in which to live and work.

Silverdell has grown rapidly through both organic growth and acquisition. As a result, it needed to consolidate its sales processes across the organization to take advantage of untapped horizontal and vertical marketing opportunities within its client base. Silverdell wanted to improve its customers' experience by offering a broader range of services under a single contract to enhance customer service and reduce costs.

Silverdell worked with Oracle Gold Partner BPI OnDemand to implement Oracle CRM On Demand in just four months. Silverdell rationalized its systems and sales processes into one place, simplified sales, and reduced IT spending, which helped to increase revenue from US$90 million to a projected US$110 million, with the capacity to grow to US$150 million.


 
 

 
 

Challenges

A word from Silverdell Plc

  • "We are absolutely delighted with the success of our Oracle CRM On Demand implementation. Without this centralized system, we simply could not achieve our aggressive growth targets for the coming years.” – Mark Roberts, Group Sales Director, Silverdell Plc

  • Consolidate customer records from four separate business units to ensure better customer service for local authorities, construction firms, and property management companies
  • Enable organizational growth with centralized processes, improved customer information, and greater sales pipeline visibility to assist with up-selling and cross-selling throughout the group
  • Remove duplicate customer records
  • Eliminate reliance on paper-based systems, Excel spreadsheets, and Access databases, and replace with one forward-looking customer relationship management (CRM) system
  • Improve customer service and processes with one cohesive service that covers consulting regarding hazardous waste through to management and removal through to training and support

Solutions

Oracle Product and Services

  • Worked with Oracle Gold Partner BPI OnDemand Ltd. to implement the Oracle solution across the four business units, using the partner’s Oracle CRM On Demand Accelerate solution
  • Hosted the cloud-based solution at Oracle’s Austin data center, where 25% of all power comes from green sources
  • Achieved 100% return on investment in just six months
  • Improved visibility and enabled the identification of two new customer sales opportunities worth US$122,000, which would not have been picked up without Oracle CRM On Demand
  • Centralized CRM processes to enable significant expansion into new global markets for asbestos management and removal, and improved access to new contracts locally
  • Improved resource planning and location matching with Oracle CRM On Demand, leading to a significant new government contract to clear 60% of the United Kingdom’s nuclear waste
  • Provided access to Oracle CRM On Demand for more than 120 users and an additional 60 mobile users, with the ability to increase user numbers as required
  • Improved customer satisfaction by 10% with better communication, better responsiveness, and faster delivery of reports on issues such as asbestos risk
  • Improved sales communication and coordination across the four business units, achieving a 200% increase in sales effectiveness
  • Saved half a day per week, per employee by eliminating manual collection and reporting on sales and customer pipeline information for the weekly board meetings, thanks to seamless integration between Oracle CRM On Demand and existing finance software
  • Reduced travel for site management personnel and engineers thanks to better resource planning achieved with Oracle CRM On Demand
  • Reduced necessary IT hardware and infrastructure significantly, leading to a corresponding reduction of electricity usage

Partner

BPI OnDemand’s tailored Oracle Accelerate solution for Oracle CRM On Demand met Silverdell Plc’s specific requirements to offer a range of environmental support services to a broad range of customers. BPI OnDemand’s business model ensures that there are no upfront costs. Silverdell pays a monthly fee based on number of users which enables it to carefully budget and scale up the system as necessary.

“BPI OnDemand Ltd. was the only solution provider who really listened to what we wanted. They delivered free-of-charge workshops to learn about our business and requirements, and to understand how we operate during the proof of concept process,” said Mark Roberts, Group Sales Director, Silverdell Plc.

“In addition, BPI OnDemand Ltd. will stay with us throughout the contract. This is a major advantage as with other CRM suppliers, we would have needed to recruit a CRM specialist to manage the system. Overall, the collaboration between Silverdell, BPI OnDemand, and Oracle has delivered the most outstanding improvements, both tangible and intangible, to Silverdell and our customers. We have achieved a 200% improvement in sales effectiveness across the organization, improved margins, and eliminated unnecessary IT expenditures. At the same time, customer experience has improved by 10% with better responsiveness and communication.”