Minimise disruption, maximise adoption
CRM software selection case study
In 2019, Flight Club were looking to acquire a new CRM solution capable of facilitating their sales and marketing activities, supporting rapid business growth and maintaining valuable customer relationships.
A CRM system was already in place but the functionality, usability and support were poor, leading to low internal adoption, and a continued reliance on manual processes.
As Flight Club’s leadership team were fully focused on opening new venues, they engaged Conduit to provide expert guidance in shaping the CRM strategy and driving a seamless replacement of the CRM software.
About Flight Club
Originally conceived by two friends in a Devon pub, Flight Club Darts has become one of the UK’s hottest venues. Flight Club has brought the traditional pub game of darts into the 21st century with fast-paced, multi-player contests and stunning interiors. With the first venue in London, they have since opened two more locations in the UK, with plans for further expansion.
Through a series of focussed workshops and activities, Conduit helped Flight Club to formalise their CRM strategy and roadmap, which were aligned to business objectives and had the full support of key business stakeholders. With this critical groundwork in place and a consensus on how to proceed, the business was able to move forward with the selection of a CRM solution.
Clear requirements were further defined and documented through analysis and process mapping activities, enabling a shortlisted CRM vendor to develop a successful proposal that was accepted by Flight Club.
The transition to the new system was carefully planned and briefed in to the whole team, to ensure a smooth switchover.
How we helped
The new CRM platform was implemented successfully, with minimal impact to day-to-day business and has been embraced fully by the sales and marketing team, streamlining their activities and better aligning them to strategic goals.