Unicorn integrated several business divisions, making it possible to cut support staff by two thirds, mostly from IT and training sections.
The number of desktop PCs, too, was reduced significantly. As a result of changing to the new system, the most important measure, customer satisfaction, has shown a marked improvement. A key factor in the company's success was that it made strenuous efforts to ensure staff involvement right from the start. Another was the policy that there would not be any compulsory redundancies, and in this way the company avoided demoralising the workforce. OK. Now another major company that has successfully implemented a CRM system is Northlands Water, a publicly owned business formed in 2002 through a merger. The new company replaced three regional water authorities which had previously been government controlled.