Harry Rosen, Inc. Expands Customer Service Capabilities And Profits By Implementing Web-Based Sage CRM SalesLogix
Sage CRM SalesLogix Provides Menswear Retailer With Customized One-to-One Marketing Processes That Increase Customer Satisfaction and Grow Revenue for 16 Stores
Sage Software announced today that Harry Rosen Inc., Canada's premiere menswear retailer, has implemented a customized, Web-based version of Sage CRM SalesLogix to enable customer service best practices and manage marketing campaigns targeted to individual customer preferences. Harry Rosen also worked with its Sage CRM Solutions business partner, Cowley & Associates, to enable real-time Sage CRM SalesLogix customer data via mobile devices for its sales associates on the retail floor. Harry Rosen estimates that sales revenues have grown 10% per store since implementing Sage CRM SalesLogix in 2004.
"Our approach to CRM is unique within the retail industry. While other clothiers approach and analyze customers in clusters, Harry Rosen looks at each customer relationship on a one-to-one basis," explained Larry Rosen, Chief Executive Officer for Harry Rosen, Inc. "This detailed view of every customer allows us to tailor our seasonal offerings and recommendations for each individual, while building customer loyalty and strengthening the Harry Rosen brand in the process."
Flexible Access And Point-Of-Sale Integration Deliver Real-Time Customer Data
Harry Rosen selected Cowley & Associates to customize Sage CRM SalesLogix with retail industry-specific sales processes and reporting capabilities for 700 employees. The company evaluated several alternatives including Blue Martini, STS and Merchant Applications, ultimately selecting Sage CRM SalesLogix for its Web deployment, mobile device and system integration capabilities.
Sales associates share data between each of 16 Harry Rosen stores and can segment the chain's 500,000 customers by purchase preferences including how often each shops, average purchase price and brands most often purchased to provide the recommendations most likely to assist customers and increase sales. For example, when a new shipment of Hugo Boss becomes available, associates can query the database to identify appropriate customers and create sorted call lists for each store. Associates also use Sage CRM SalesLogix to schedule service tasks such as suit tailoring and customer satisfaction follow-up calls.
Sage CRM SalesLogix is integrated with PCMS Datafit's point-of-sale (POS) solution to help the company develop intelligent marketing campaigns that target individual customers based on their purchasing preferences. For example, throughout the year a store will host several Trunk Shows to display the latest patterns and fabrics from a specific designer. Associates are fed electronic campaign lists by designer, based on sales history and/or feedback from the client. Clients are contact by telephone or email.
Harry Rosen's MIS department designed dashboard views that provide management with status on each store's and associate's key performance indicators including sales by product category, sales associate, multiple unit sales, average sale transaction, campaign calls made and current year versus previous year performance.
"Harry Rosen has long been known for customer service and, in seeking out the right CRM system to capture and analyze insight about its customer base, has proven where its priority emphasis will always remain," noted Paul Cowley of Cowley & Associates. "We customized Sage CRM SalesLogix to be fully operational in a Web environment. This enables the system to operate at the sales representative level, which is unique for CRM in the retail industry, and provides an easy reporting structure for management."
Sage CRM SalesLogix
With over 7,000 customers worldwide, Sage CRM SalesLogix is the CRM leader for small to medium-sized businesses. Sage CRM SalesLogix delivers easy-to-use and integrated sales, marketing, customer service and support automation solutions that can be tailored to an organization's unique customer acquisition, retention and development processes.
Sage CRM SalesLogix is part of Sage CRM Solutions, the only family of CRM products designed specifically for the needs of small and medium-sized businesses that also includes ACT! by Sage, Sage CRM and SageCRM.com. For more details, visit www.sagecrmsolutions.com or call (800) 643-6400.
About Harry Rosen Inc.
Harry Rosen Inc., Canada's premiere men's wear retailer, is celebrating 52 years in business in 2006. Founded in 1954 by the man whose name the chain still bears, Harry Rosen Inc. has grown from a single 500-square-foot store in Toronto to become a powerhouse in Canadian retailing with 16 stores across the country, accounting for 35 percent of the Canadian market in high-end men's wear. Harry Rosen stores offer extensive collections of the world's finest men's wear labels including Brioni, Canali, Versace Classic, BOSS Hugo Boss, Armani Collezioni, Ermenegildo Zegna, Dolce and Gabbana, Burberry, Arnold Brant and J.P. Tilford by Samuelsohn.
About Cowley & Associates
Cowley & Associates is a Canadian-based CRM systems integrator with more than 20 years of industry experience. The company offers consulting and implementation services and training to help customers increase sales, gain a 360-degree view of customers and their needs, identify market segments, enhance customer experiences and satisfaction, and build and sustain a loyal customer base. For more information, please visit www.cowleyandassociates.com or call 905-709-1100.
About Sage Software
Sage Software supports the needs, challenges and dreams of more than 2.6 million small and mid-sized business customers in North America through easy-to-use, scalable and customizable software and services. Our products support accounting, operations, customer relationship management, human resources, time tracking, merchant services and the specialized needs of accounting practices and the construction, distribution, manufacturing, nonprofit and real estate industries. Sage Software is a subsidiary of The Sage Group plc, a leading international supplier of accounting and business management software solutions and related products and services for small to mid-sized businesses. Formed in 1981, Sage was floated on the London Stock Exchange in 1989 and the Group now has 5.0 million customers and employs over 10,500 people worldwide. For more information, please visit the Web site at www.sagesoftware.com/moreinfo or call (866) 308-2378.