"When we needed to handle enquiries direct from the public for the first time we brought in Nicki to help us manage the customer experience. Nicki helped us to split the project into manageable chunks looking at where we direct our calls and emails; what data we need to capture in our CRM system against to ensure robust reporting, data integrity and linkages with other systems; how we manage ownership of enquiries; and how we develop our processes and systems to maximise conversion. This was a complex project involving extremely busy heads of departments across a number of business functions. Nicki helped us to focus on the important issues and kept us on track through the project in a step-by-step process, highlighting several important things that we may never have considered. Her knowledge of CRM systems, call centres and the sales process in similar environments coupled with her general marketing experience was invaluable. Nicki was easy to work with and managed the project in a professional manner."