IRIS Software. Case Study

Transcription

1 IRIS Software Case Study

2 ConsultCRM: IRIS Software ConsultCRM: IRIS Software The Company The Requirement IRIS is the UK s largest private software house with revenues of over 120m and more than 30 years experience. They provide a wide range of specialist software solutions, serving over 60,000 business customers. Their aim is to help customers improve their business performance through efficiency gains, increase income through better use of data and provide better customer service, thus increasing retention and referral of customers and clients. IRIS has grown significantly in recent years, often through acquisition, and this has resulted in the presence of a range of disparate CRM applications, some of which included older systems like Maximiser and Pivotal. This meant there was no truly reliable single view of the customer and so the opportunity to cross-sell and up-sell could not be fully exploited. IRIS needed to migrate their businesses onto one standard consistent platform in order to give their teams a single view of the customer record. They needed to see a complete history of contact per customer, as well as the full picture in terms of sales, marketing and customer support. Another a key aspect of the project was the migration of various financial systems onto IRIS Exchequer.

3 ConsultCRM: Prepare for CRM Success ConsultCRM: Prepare for CRM Success The Solution The Implementation We chose Microsoft Dynamics CRM as our single enterprise CRM solution because the product has a solid roadmap, is scalable, flexible and it is a familiar technology platform for our staff. Given the nature of our business we have strong internal skills with these types of systems, however we wanted the comfort of a Microsoft Partner with deep expertise around Dynamics CRM which is why we turned to ConsultCRM to participate in the implementation and roll-out to the hundreds of users around the business. Peter McNaney, Group CIO Peter McNaney, Group CIO ConsultCRM worked with the IRIS Group IT team capturing and confirming the business requirements across a number of work streams. These work streams included: Migration of a hosted Microsoft CRM deployment onto an on-premise solution Implementation of ConsultCRM s Service Level Agreement (SLA) Monitor to help various software support teams effectively track support issues and response times Provision of a Customer Portal to allow IRIS customers to search knowledge base articles, log support calls and share communications Creation of a bespoke training module to manage customer training classes Integration of web site forms into Microsoft Dynamics CRM Creation of a series of sales forecast reports Installation of ConsultCRM s Audit module & Activity Summary Add-on ConsultCRM assisted in scoping and documenting the customisations the project required, and served to provide the role of Solution Architect, providing IRIS with the technical and functional knowledge of the Microsoft CRM product, as well as related Microsoft technologies required for the implementation.

4 ConsultCRM: IRIS Software ConsultCRM: IRIS Software The Results and Benefits On completion of the full roll-out, IRIS will have a single, centralised Customer database enabling improved cross-selling and up-selling, greater management visibility across sales and support, and the ability to migrate to one centralised telemarketing function. With so many different locations, hundreds of users, multiple business units and various business processes, we needed a solution with the strength and flexibility to handle a very complex environment, and Microsoft Dynamics CRM has certainly delivered. We a have also been delighted with ConsultCRM; their contribution to the process, depth of CRM knowledge, and understanding of enterprise level business issues has proven invaluable alongside our own teams here. Peter McNaney, Group CIO ConsultCRM is a Tier 1, Gold Certified Microsoft CRM Partner.

5 Get in touch If you would like to know more about ConsultCRM and how we can help your business, please feel free to contact us: The Coliseum Watchmoor Park Riverside Way Camberley GU15 3YL E info@consultcrm.co.uk T +44 (0) F +44 (0)