Customer Consulting Group
Industry Leaders in Enterprise-Level CRM for SMSEs

Small businesses require turnkey solutions while larger enterprises often demand custom options due to their scale of operations. Consequently, CRM implementation partners working with large enterprises tend to prioritize projects requiring more time and capital investments.

However, SMEs require something in-between; a partner that can guide them every step of the way, assist with company expansion, and keep them informed of industry developments. Unfortunately, suitable options are few and far between.

A company that fits the bill is Customer Consulting Group (CCG). It offers design, implementation, and support for business software solutions, leveraging high-quality products from trusted vendors to support growing businesses and government organizations. Through affordable enterprise-grade services, it boosts productivity, reduces paperwork, and improves stakeholder relationships. Though it works with various technology platforms, CCG’s primary focus is on customer relationship management (CRM). It helps clients stay informed about market trends and provides insights on how to take full advantage of them.

"We offer a proven model that helps clients use their CRM software more extensively, drive success and maximize return on investment" says Michael Hopwood, CEO of CCG.

CCG provides advisory services to enable organizations to select the most suitable application(s) and assists in vendor selection and procurement process if necessary. It works primarily with two vendors, Microsoft and Zoho. Specifically, the sales, marketing, customer service, and field service components of Microsoft Dynamics 365 and Microsoft’s Power Platform. Zoho, on the other hand, is a vendor that offers various technology solutions that include CRM, email marketing, social media management, website builders, web chat agents, digital forms, digital signatures, finance packages, human resource management, analytic platforms and much more which they bundle into a package called Zoho One. CCG often develops and implements CRM-related solutions leveraging a range of Zoho applications from the bundle.

An example of this uses Zoho Forms to provide “Contactless Trade”, which simplifies tracking foot traffic, managing marketing, collecting payments, determining stakeholder interest, and collecting public feedback by customizing the actions of a client's QR Code.

An example of CCG’s work includes an organization that had an outdated legacy system with only two people knowledgeable about its operations. They were struggling to keep up with the demand of maintaining the system, as their regulations for client services evolved with their business. To identify all the touch points and areas prone to human error, CCG thoroughly examined their company. Subsequently, it conducted a study and concluded that Microsoft technology could replace the outdated system. This technology enhanced collaboration with many stakeholders by enabling process automation and minimizing human participation, ultimately improving accuracy and throughput. Consequently, processes that previously took 6 or 7 hours to complete only took 15 minutes, saving the organization significant time.

Currently, CCG is concentrating on the use of ChatGPT and other Artificial Intelligence (AI) capabilities to increase productivity. Despite fears in the market that these solutions may replace people’s jobs, CCG is committed to educating organizations on how to leverage ChatGPT and similar solutions to enhance customer experience. CCG is developing a wide range of content and processes, including a systematic guide to start a ChatGPT account, train, and connect to chatbots. In addition, it plans to connect AI technology to emails to review their content and provide appropriate responses. This will allow organizations to grow faster and serve more customers by reducing the time to hire and educate internal staff. CCG also plans to extract important information from meetings to create action items or to-do lists and meeting minutes using AI, as doing it manually can be laborious.
Going above and beyond, CCG supports, sponsors and collaborates with various not-for-profit organizations and groups to make a genuine impact on the community. They assist in raising awareness and provide discounts on services to help ensure they can maximize their return on investment.

Information security is crucial in today’s society. CCG is proud to be one of the few systems integrators and consulting companies in Australia to have earnt an ISO 27001 certification, which shows its dedication to ensuring client data is secure throughout the engagement. Additional recognitions include a spot in APAC CIOOutlook's Top 10 CRM Consulting/Services Companies in 2019 and Business Talk Magazine's 10 Most Dynamics Companies to Watch in 2021. CCG was also a finalist in the 2019, 2020, and 2021 Local Business Awards as well as the 2020, 2021 and 2023 Australian Small Business Champions Awards. CCG were also recognized as a high achiever in the 2021 Australian Achiever Awards with an incredible result of over 96% customer satisfaction rate. These accolades are a testament to its reputation in the industry.

Carrying over 20 years of experience, CCG understands that small changes can have a significant impact on businesses. It calls this, "The Ripple Effect," and believes solutions that make a large impact on productivity while requiring minimal change maximize the return on investment. The CCG logo represents this principle. CCG aims to help companies operate more profitably by leveraging its expertise, implementation, experience, and leadership.