A CRM for the Security Industry


About Oculus

Oculus provides the most pro-active Security & Facilities Management (FM) in the country. They offer a wide range of solutions for Security Services, Cleaning Services and Building Maintenance to Industry and commerce. This includes office cleaning, window cleaning, new construction builders cleans, welfare construction cleans and specialist cleans from Oculus’s focus in Cleaning.

Oculus has used Really Simple Systems (RSS) for a couple of years, but in the last 6 months they have been able to fully capitalise and take advantage of the CRM’s features. When Phil Cook (Oculus Senior Account Director) joined the company 6 months ago the CRM tool was being used more as a company notepad. “I saw there was a requirement for a proper sales CRM to be put into place, I knew we had an account with RSS and after a couple of discussions with Lisa (RSS Sales Manager) we got our account upgraded to the enterprise version to add more people and have an account manager included.”

Phil explained that they had used another CRM system (Software Dynamics). “At the time the company wasn’t thinking long term and were focusing a lot more on sales and hitting targets than helping plan for the ‘bigger picture’. Coming from a more corporate perspective and going to a business that was working from spreadsheets, I knew we needed to improve on that.”

Improving the system as a whole

Phil learnt early on that their sales and admin team was being run from multiple spreadsheets with little to no tracking of what was fully processed and knowing it wasn’t best practice going forward. The owner of Oculus had originally signed up for and sourced the RSS CRM and at that time only one person was fully trained and using it. When that individual left, that’s when the company used the system as just a notepad.

After working and learning the system from watching a few webinars Phil was able to build the customer database. Immediately changing the way they accessed customers’ accounts. Instead of having to pull all of their information at an accounts level they had it in one central, easy to access area. Once all their account lines had been put onto the system, tasks were then created for every client and each one had their pipeline built.

Phil added, “The CRM has completely streamlined the whole sales element of the business. We use an external sales admin and before we used RSS we had to call and inform her to set up meetings with clients. But now that we can assign tasks to her and vice versa, it’s cut down everyone’s admin time by 80%.”

I would 100% recommend businesses should talk to RSS and see if the system is suitable for them. We couldn’t recommend the system enough in all honesty. Phil Cook, Senior Account Director

Learning and Exploring

“The customisation side has been really, really helpful. Working with Simon Ridley (RSS Customisation Manager) changed everything because we were trying to shoehorn all of our business into the RSS system and we were getting so far with it but there were little elements like recurring jobs that weren’t working.”

After Phil talked with Simon the customisation was tested, implemented and live within 3 days. Phil mentioned, “all the elements and widgets that you can add on are great. I’d definitely say the customisation was next level”.

Oculus have recently started maximising their use of the system by starting to use the marketing section. Now they have all of their contacts in one place and Phil sent out his first email at Christmas to their 2,000 wide database. They were able to track the opens and reported over 900 clicks.

Having sent their first email, Phil uses RSS to show; sale reports, where improvement is needed in the pipeline and when he needs to start pushing emails and content to help bridge that gap. “After discovering that we are now in the process of putting together a small marketing campaign to go through RSS so within a week we’ll be able to rectify and push that side of the market. What will back those figures up is seeing an increase in contract garden services go up which will backup the use for marketing services.”

Looking to the future

Phil is certainly looking to the future and how RSS can help with their growth. When asked what the future looked like for Oculus and their use of the CRM, Phil said “I would 100% recommend businesses should talk to RSS and see if the system is suitable for them. I think I have already mentioned it to other companies. We couldn’t recommend the system enough in all honesty. I don’t see us needing to switch to another CRM for many years.”