Customer relationship management, or CRM, has been building buzz during the past few years. How do you effectively tie together your different databases, such as sales, accounting, inventory and marketing, to provide better and more efficient customer service and increase sales? Scribe Software in Manchester answers that question.
Scribe now has more than 12,000 customers including Bank of America, Choice Hotels International, Carnival Cruise Lines, AutoZone and Tempur-Pedic, as well as professional sports teams, including the Atlanta Braves and the Boston Red Sox. Scribe recently provided software to a global bank to connect more than 20 different databases, says President and CEO Lou Guercia.
The past year was a banner year for Scribe. In the third quarter of 2011 alone, it added 239 new enterprise customers and 19 new channel partners. The company has grown its headcount by 50 percent in the past two years to 61 employees. We're projecting 25 percent growth in 2012, says Guercia, who joined the company in 2010 after serving as director of operations and strategy for online collaboration services at Lotus Software, IBM's first public cloud service.
When Scribe started 14 years ago, the term CRM wasn't even coined yet. Scribe's software and services allow companies to integrate their business applications so they can sell, deliver, and service their products seamlessly.
Two major changes have driven that growth. The first occurred in the early 2000s when Microsoft entered the CRM market and Scribe not only developed products for that market but mirrored Microsoft's tactic of building a global network of resellers. Scribe now has more than 900 partners and adds dozens more each quarter. It does a third of its business in the Middle East, Africa and Europe. It's a huge part of our success, Guercia says. The second major change was developing platforms for the cloud. The company attributes rapid adoption of its cloud channel strategy and Scribe Online Services for its rapid growth in Q3 2011.
Scribe's success has not gone unnoticed. In 2010, the company was named a Microsoft President's award winner, and the NH High Technology Council named Scribe Online a finalist for its 2011 Product of the Year award.