Customer Snapshot: Harcourt Education International

Leading educational publisher re-energizes and streamlines sales, marketing, and service functions with Pivotal CRM.

Harcourt Education International is the UK's leading educational publisher. Under the brand names Heinemann, Rigby, Ginn, and Raintree, Harcourt offers teachers and students a full range of high quality learning resources in print and electronic formats, designed to help improve performance right across the school and college spectrum. Harcourt Education International is a member of the Reed Elsevier Group plc, a world-leading publisher and information provider.

Challenges

  • Enhance sales effectiveness and productivity
  • Improve Customer Service
  • Increase campaign effectiveness
  • Increase operational efficiencies
  • Plan, optimize and execute campaigns

Results

  • Customer information is now more detailed, better maintained, and more accessible
  • Harcourt can now present a unified face and follow standardized steps for nurturing customers through the sales process and ongoing management
  • Harcourt has significantly improved services to its customers, increased sales force productivity, and streamlined its business operations
  • Integration of Pivotal with back office allows more efficient management of sales processes and more effective delivery of service
  • More accurate tracking and reporting of conversions and sales results has led to better targeting of marketing activities and increased revenue per sales visit
  • The company now has a single point of contact with customers, which has directly led to the delivery of a more professional and meaningful service
  • The Pivotal system has helped sales, marketing, and customer services teams work more closely together to deliver benefits both to customers and to the business