CRM Information Pack

Transcription

1 CRM Information Pack

2 Company Profile Who We Are Perfect Image is a Newcastle based company that has significant experience in delivering a wide range of bespoke software solutions and services to a varied customer base. This breadth of experience enables us to deliver great insight and innovation in the formulation of prototypes and solutions, applying techniques and solutions that are used in one sector to another, seemingly unrelated, sector. We are an Investor in People Company and we strive to recruit, retain and train the very best people and stay at the forefront of the latest commercial technologies. We continually review our processes and investigate new methodologies to ensure we deliver best value and quality at all times. All of our staff, including our developers, consultants, project managers, testers and DBAs, are encouraged to train and take certifications throughout their career and this is reflected in our status as a Microsoft Gold Partner. Qualifications held by our staff include numerous Microsoft, PRINCE2 and ITIL certifications, amongst others. Our reputation is based on our ability to deliver high quality services and we always strive to work closely with our clients and foster long term, mutually beneficial partnerships. What We Do We have great experience in the full life cycle of software projects from requirements gathering, prototyping and solution architecting through implementation, testing, delivery and support. Some projects require us to deliver services across the entire application lifecycle, whereas in other projects we provide specific services working closely with our customers and, in many cases, third party suppliers. Services we offer include: Software Development Systems Integration & Collaboration Business Intelligence Accounting systems (ERP) CRM Systems Internet, Intranet, Extranet and ecommerce sites Support Services & Outsourcing Consultancy Perfect Image, Newcastle Technopole, Kings Manor, Newcastle upon Tyne NE1 6PA Telephone: Website: info@perfect-image.co.uk

3 Our Clients Perfect Image has worked with a wide range of clients, from blue chip organisations to SMEs to high tech start ups. Below is a list of some of the clients we have worked with. Akzo Nobel Bellway Homes British Airways Business & Enterprise North East (Business Link) Cenelec Komatsu Marks and Spencer North East Chamber of Commerce Proctor & Gamble The You Company History Perfect Image was established by Andrew Robson in 1991 and has experienced strong, organic growth ever since. It has stayed true to its roots since its formation, focussing on providing high quality, tailored IT services to its clients. The company is owned jointly by Andrew Robson and William Morris, formerly a partner with Accenture. Both are highly committed to growing and developing the business over the long term. Perfect Image is financially strong and is here to stay and serve its clients. Perfect Image, Newcastle Technopole, Kings Manor, Newcastle upon Tyne NE1 6PA Telephone: Website: info@perfect-image.co.uk

4 Microsoft Dynamics CRM Microsoft Dynamics CRM is truly a new platform for Polaris, allowing support and sales teams to evolve and work together in ways that were not possible with the legacy applications. BEDE BRAEGELMANN Project Manager for Sales, Service & Marketing, Polaris Find, win and grow your customer relationships with Microsoft DynamicsTM CRM Microsoft Dynamics CRM is a full customer relationship management (CRM) suite with marketing, sales and service capabilities that are fast, familiar and flexible, helping businesses of all sizes to find, win and grow profitable customer relationships. Delivered through a network of channel partners providing specialised services, Microsoft Dynamics CRM works with familiar Microsoft products to streamline processes across an entire business. MARKETING: GENERATE DEMAND Provide marketing professionals with data cleansing and segmentation tools, campaign management features and insightful marketing analytics to increase the effectiveness of marketing programs, generate demand and better track key performance indicators. Microsoft Dynamics CRM provides a holistic, comprehensive set of marketing capabilities so you can better understand customers and target your resources to the areas of highest return. SALES: CLOSE DEALS FAST Enable salespeople to create a single view of the customer with tools that streamline and automate everyday sales processes promoting shorter sales cycles, higher close rates and improved customer retention. Microsoft Dynamics CRM gives sales professionals fast access to customer data and history online or offline so they can work smarter and spend more time selling. Wizard-driven communications tools help keep sales prospects and customers informed of new product and service offerings. CUSTOMER SERVICE: DELIVER RESPONSIVE SERVICE Deliver customer information, case management, service history and support knowledge to the desktops of customer service personnel, giving them the tools to deliver consistent, efficient service that enhances customer loyalty and profitability. Microsoft Dynamics CRM provides a comprehensive customer service solution that is familiar to users, completely customisable to match your support process and places no limits on the number of users. Customer choice A cornerstone of Microsoft Dynamics CRM is customer choice. Designed with a single unified code base for both on-premise and on-demand deployments, Microsoft Dynamics CRM enables customers to choose the right deployment model for their specific business and information technology (IT) needs, with the flexibility to change deployment models over time if business or IT preferences change.

5 With the improved knowledge Microsoft Dynamics CRM gives us about the customer and a better, more efficient information flow from our sales force to the back office functions, we are improving our competitiveness, customer service, and saving costs due to higher efficiency. PETER GLÜCK IT Manager, Volvo Construction Equipment WORKS THE WAY YOU DO With a streamlined user interface, wizard-based tools, and close integration with Microsoft Office system productivity applications, Microsoft Dynamics CRM works the way your people work. Get started quickly in a familiar Microsoft Office Outlook environment designed to support fast user adoption and high utilisation of your CRM solution. Empower users to work with familiar tools, such as Microsoft Office Word and Microsoft Office Excel spreadsheet software, to create their own dashboards and personal workflows with wizard-based tools without reliance on outside support. Provide role-tailored access to information and data both online and offline, giving people access to only the information they want and need delivered in the way they want it. WORKS THE WAY YOUR BUSINESS DOES Microsoft Dynamics CRM provides choice and flexibility in how you implement and customise your CRM application so you can achieve the best fit for your business. Design and automate business processes to unify line-of-business systems with flexible, easy-to-use tools built on the Microsoft Windows Workflow Foundation platform. Conduct business globally with full support for multiple languages and currencies across multiple time zones so you can compete globally while keeping costs under control. Align IT and business goals with point-and-click customisations, extensible data models and mapping tools to help build a solution that matches your business and your people. WORKS THE WAY TECHNOLOGY SHOULD Built on reliable, industry-standard technology, Microsoft Dynamics CRM is an adaptable and affordable CRM system that can grow and change with your business. Realise fast return with industry-standard technology built on a performanceenhanced architecture that gives you fewer elements to deploy and maintain. Protect IT investments using flexible technology that does not lock you in and is easy to upgrade, move and extend into new business groups, geographies and lines of business. Connect to other technologies with built-in integration between internal and external systems, helping to reduce operational costs and provide fast access to functionality. LEARN MORE ABOUT MICROSOFT DYNAMICS CRM To learn more about the full suite of Microsoft Dynamics CRM marketing, sales and customer service capabilities visit

6 Microsoft Dynamics TM CRM Online Top Ten Reasons Why Your CRM Should Be Microsoft Dynamics CRM 1. Turns Microsoft Office Outlook into the one 4. place where you can manage both customer data and communications. Microsoft Outlook messaging and collaboration client is already the world s leading tool for customer communications. Microsoft Dynamics CRM extends the reach of Microsoft Outlook by turning it into a tool to manage customer information. It puts lead information, marketing pitches, and 5. sales call information into one central location for your sales and marketing staff. 2. Works tightly with Microsoft Office Excel so businesses can make decisions on the fly. Microsoft Excel spreadsheet software is a powerful tool for turning data into information that can be analyzed and shared. Microsoft Dynamics CRM features an always-on connection to Excel that enables you to quickly turn customer information into dynamic snapshots or PivotChart dynamic views. These views can help you understand in seconds how a sales increase or company expansion can benefi t the business. 6. Works the way your business works with point-and-click system customization. Microsoft Dynamics CRM can be tailored to work the way your business already works. Microsoft Dynamics CRM forms, relationship links, and customer views can be designed and modifi ed without complicated programming. Gives the right information to the right people. Certain employees need certain information. With Microsoft Dynamics CRM, system administrators have the tools to make sure the right information is delivered to the right people whether they are using Outlook or the Web. Targets your marketing campaigns so you re always in touch with the right customers. Today, it s more important than ever that customers know about special offers and new services a business offers. Microsoft Dynamics CRM offers a marketing automation module that simplifi es the following tasks: Building customer and lead lists, developing marketing campaigns targeted at specifi c customers, measuring the results of these campaigns, and developing follow-up marketing efforts. 3. Improves operational efficiency through the standardization and streamlining of processes. The Microsoft Dynamics CRM adaptive workfl ow engine enables a business to automate business processes in ways that employees can use each day. Microsoft Dynamics CRM can relieve your staff of mundane but vital work. It can automate time-consuming repetitive tasks, warn staff of open customer issues, and automatically send important messages to customers and partners. So customer requests and orders don t fall through the cracks. 7. Simplifies service scheduling to keep customers satisfied. One of the most challenging aspects of delivering great customer service is ensuring you never let customers down by missing a service call or appointment. Microsoft Dynamics CRM provides a centralized, all-in-one view of all customer service requests and service professional calendars. Dispatchers can quickly and easily match the right service personnel to a particular customer or type of service call.

7 Microsoft Dynamics TM CRM Online 8. Integrates with your existing systems to help break down information silos. Microsoft Dynamics CRM harnesses the power of Web services through the Microsoft.NET Framework. This latest generation of Microsoft technology enables businesses to connect isolated, legacy business systems and applications Enhances offline communications so everyone can be productive regardless of location. Microsoft Dynamics CRM is designed so your staff can be productive both in the offi ce and on the road even if they aren t connected to a network. Information can be fi ltered so that people receive only the information they need such as meeting updates and sales fi gures. Builds on the power of SQL Server Reporting Services to create insightful business reports. The SQL Server Reporting Services engine is a powerful analytical tool for business. The Microsoft Dynamics CRM embedded reporting engine integrates smoothly with Microsoft SQL Server to generate compelling data reports for business decision makers.

8 Case Study: North East Chamber of Commerce North East Chamber of Commerce The North East Chamber of Commerce represents 4,500 businesses in the North East. They promote the community; provide knowledge and research, business services and training to help push businesses to their full potential. The NECC also act as advocates, regularly speaking on behalf of their business network to the government. B Key Issues The NECC required a CRM platform that offered the necessary capabilities to allow them to expand member offerings and continue to grow and evolve as needs changed. Some of the specific issues that the system had to address were: To replace an existing, highly bespoke CRM solution that no longer offered the required flexibility to expand and grow with their business. To go-live with only a short development cycle, but still provide all of the functionality and process management that had been added to the old solution over eight years, including existing and new integrations to other core business solutions. To improve service to members and to increase operational efficiency and effectiveness. To improve visibility of customer information and interactions across the organisation. To improve reporting as there were several methods of recording product and service sales, preventing a clear picture of customer buying habits. The Requirements The NECC considered several software companies but were particularly impressed by Perfect Image s approach to providing them with a unique, tailored solution. Some of the specific features that the solution provided were: The processing of member sign-ups and automatic renewals in a robust and timely manner. A single method of recording and processing all business opportunities and sales, irrespective of the product or service type or the department making the sale. In-built support for the event management, export documentation, training, marketing and customer satisfaction reporting. Integration to Microsoft Outlook to ensure user adoption and ease of training. Close integration to the existing accounting and trainee management solutions. The use of technologies that built upon the existing infrastructure and capabilities in-place at the NECC so as to ensure a high level of independence in supporting the solution after its implementation. Perfect Image, Newcastle Technopole, Kings Manor, Newcastle upon Tyne NE1 6PA Telephone: Website: info@perfect-image.co.uk

9 Our Approach NECC s business requirements needed further clarification and documentation whilst processes needed defining and implementing ahead of work on a new solution. Perfect Image undertook an extensive requirements gathering exercise, involving all of NECC s departments to ensure that the system would deliver real business value. Perfect Image and NECC staff members worked closely together as a team to ensure the rapid development, testing and deployment of a complex and far reaching system. Skills transfer took place during this time to allow NECC to provide their own training to staff members and to support and maintain the day to day operations of the solution. Client Testimonial Perfect Image has demonstrated a clear and professional understanding of the Microsoft Dynamics CRM product and project management. The delivery of this project was very much a team effort and collaboration was the key to really delivering a product that was polished, refined and fit for purpose. The project was completed on time, on budget and to specification, for a project of this size there is no greater accolade. We look forward to commencement of the next phase of our project where we start adding the extras. I would have no hesitation in recommending Perfect Image to anyone and I look forward to continuing our relationship and working together in future. The Solution Utilising Microsoft Dynamics CRM, as well as bespoke development and integration, a solution was delivered to meet the unique requirements of NECC. This included a package of services and consultation to assist the NECC in refining and documenting their requirements and processes. Microsoft Dynamics CRM Version 4 Microsoft SQL Server 2008 Microsoft Visual Studio 2005 Microsoft Exchange Server Microsoft Virtual Server The Results The NECC CRM implementation has unified processes and enabled greater synergy between NECC and its sister company NECC Training by implementing a unique solution for their organisational needs and requirements. The solution helps deliver superior customer service and enhance event organisation and efficiency. The NECC were pleased with their replacement system and it has allowed the NECC to monitor memberships and interactions with their membership base in a way not previously possible. Michael Dawson Head of Systems at NECC Perfect Image, Newcastle Technopole, Kings Manor, Newcastle upon Tyne NE1 6PA Telephone: Website: info@perfect-image.co.uk

10 Newcastle Technopole, Kings Manor, Newcastle upon Tyne, NE1 6PA Company Registration Number Registered in England and Wales