---
title: "Southern Counties Leisure | RD Research"
meta:
  author: "RD Research Limited"
  description: "A bespoke CRM for leisure parks that replaced legacy databases with a single system for sales, delivery, warranty and maintenance."
  "og:description": "A bespoke CRM for leisure parks that replaced legacy databases with a single system for sales, delivery, warranty and maintenance."
  "og:title": "Southern Counties Leisure"
  "twitter:description": "A bespoke CRM for leisure parks that replaced legacy databases with a single system for sales, delivery, warranty and maintenance."
  "twitter:title": "Southern Counties Leisure"
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# Southern Leisure Case Study

![Southern Leisure Case Study](https://rdresearch.co.uk/images/case_studies/southern-counties-leisure/hero.webp) ## The Challenge

**Southern Counties Leisure. Caravan sales and leisure park management. Users: Managers, Sales, Fitters, Admin Staff.**

Southern Counties Leisure operate caravan and leisure parks across the south of England. To manage bookings, sales and service they used various databases including two Microsoft Access databases that did not integrate with anything.

Duplicate records and disconnected workflows made day to day work slow and hard to trust. New requirements around quoting, delivery, warranty and park operations were difficult to support at peak season and changeover days.

The business needed a single CRM to manage the full lifecycle: enquiries and quotes for caravans and lodges, orders and deliveries, plus warranty, servicing and maintenance. Data had to be cleaned, merged and structured so teams could rely on one view of customers, units, pitches and work in progress.

Cost control and customer experience were important. With reliable data, managers could track pipeline and margins, and service teams could plan work and meet targets without rekeying.

### The Development Process

We began by looking at the legacy data and finding out what worked and needed to be kept and what was missing.

We then talked with sales, service, workshop and park management to map how enquiries become orders, how units are prepared and delivered, and how warranty and maintenance are scheduled. From this we produced a detailed specification covering screens, roles, approvals, document packs, reporting and retention.

A data audit identified duplicates and corrupt entries. We built matching rules to merge person, orders, unit and site records, then normalised models for models, options, serial numbers and pitch references. Clean data was migrated into the new system and the rest indexed into a secure archive for lookup.

Wireframes covered all key journeys: lead capture, quoting with options and upgrades, order progression, warranty claims, job cards and technician scheduling. These were reviewed and signed off before build.

Integrations were added for email and document generation, with optional links to finance and stock systems. Role based access and audit logs were enabled from day one.

Key features

- Unified CRM that combines both legacy databases, dedupes records and fixes data quality
- Faster quoting and fewer errors through structured pricing and options
- Better aftersales control with scheduled jobs, warranty tracking and job cost visibility
- Pitch allocation and occupancy views for siting and commissioning across parks
- Owner portal for statements, documents and maintenance requests
- Health and safety compliance checks built in for maintenance

### Outcome

The new CRM replaces the legacy databases with one reliable source of truth. Quoting and ordering are faster, occupancy and pitch allocation are clearer, and PPM and warranty work are planned and tracked from a single view. The solution is scalable for additional parks and product lines.

One database for customers, owners, units, pitches, orders and service history

Faster quoting with dynamic pricing, packages and add-ons, fewer errors at checkout

Better after-sales control with scheduled PPM, warranty tracking and job cost visibility

Cleaner reporting on occupancy rate, revenue per pitch and SLA performance

No rekeying due to integrations and standardised documents

A modern foundation ready for channel manager or OTA links if needed

## Get In Touch

Get in touch with us today to discuss your specific needs and discover how our bespoke solutions can help your business. Our team is ready to understand your unique needs and provide the custom solutions necessary to keep you ahead of the competition.

_Laura - Intern_

[01603 872331](https://rdresearch.co.uk/tel:+441603872331) [contact@rdresearch.co.uk](https://rdresearch.co.uk/mailto:contact@rdresearch.co.uk)Monday to Friday 8am - 5.30pm