CRM Success Story
Cineplex Entertainment
Headquartered in Toronto, ON, Cineplex Entertainment LP owns, leases, or has a joint venture interest in 132 theatres with 1,309 screens and is the largest motion picture exhibitor in Canada.
Challenge
Cineplex required a solution to resolve the internal sales disconnect their organization had been experiencing. Specifically, they were faced with the following challenges:
- Customer data resided in disparate databases and some areas were not accessible by branch users
- The management team was unable to track local and branch sales activities and opportunities, as well as access real-time reports, client history and revenue
- Contact history was incomplete and hindered the sales teams efforts to build stronger customer relationships
- Existing internal GCI customer database was outdated and not user friendly
Solution
Cineplex decided to adopt Microsoft Dynamics CRM nationally across their media, corporate sales, group sales and gift certificate program groups, a segment of the business that together generates over $45million in revenue per year.
Ideaca implemented Microsoft Dynamics CRM for 50 users. The project involved consolidating several disparate customer databases into a single, centralized repository, to provide Cineplex Entertainment employees with a more complete view of the businesses operations. Following the success of implementing Dynamics CRM to their sales teams, Cineplex’s internal customer service department has been proposed for the potential next phase in the solution.
Benefits
The Cineplex sales teams now have access to an integrated solution that provides the following business benefits:
- A more proactive approach to customer service, facilitated by a 360 degree view of customer information and relationships
- Increased management visibility into sales operations and enhanced reporting capabilities
- Significant increase in employee productivity
