The Challenge The Director of Internet Sales at Germain Motor Company, Shaun Kniffin, knew that in order to increase business, conduct targeted customer campaigns, and improve visibility, they needed to make a change – perhaps even to their corporate strategy and structure. This would include the evolution of call management into a fully-matured Business Development Center (BDC) for the eight store group. To do this, he needed to find a way to track and manage numerous benchmarks using telephony, CRM, ILM, and marketing – all while having one, centralized tool to manage day-to-day operations. Reason being, “Five years ago Germain had as many as four CRM tools”, states Kniffin. “The Internet process was fractured because the CRM and ILM tools were not on a common platform.” Furthermore, all of their customer data was scattered, or worse, duplicated across multiple databases. This caused a breakdown in store-to-store ...