Serco Group PLC provides end-to-end business process outsourcing (BPO) services to governments and private sector customers across the globe and has about 53,000 employees. In the UK and Europe, it operates across a number of sectors, from running hospital facilities to managing the Caledonian Sleeper that runs up to Scotland. Legacy CRM no longer met the needs of the organisation The need for a new CRM platform was highlighted when Serco was looking at future growth strategy for the organisation. Katy Bassett, Sales Operations and Enablement Director for the UK and Europe, explains: “What we recognised at that time was that the tool that we were using to support our sales environment, Salesforce, had actually been adjusted and evolved over time. It no longer met the need

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