Microsoft Dynamics CRM

Transcription

1 Microsoft Dynamics CRM Case Studies 1

2 Case Study 1: Microenterprise and Microfinance Organisation Centralises Data and Streamlines Workflows to Impact More Lives: Organization Size: 26 employees Organization Profile: It is a not-for-profit organisation focused on supporting aspiring business owners with microenterprise development support and micro financing services. It employs 26 staff in 14 regions across Western Australia, Queensland and New South Wales. Business Need: To support its growth plans and effectively measure the socio-economic impact of its work, the organisation needed a centralised client data repository that incorporates a specific economic and social evaluation model in its daily operations. Microsoft Dynamics CRM has helped the organisation successfully centralise client data and streamline workflows to improve productivity and collaboration. With increased management visibility and new capabilities to better measure outcomes, the organisation is empowered to impact more lives, as it gears up to expand from 16 to 40 Field Officers in three years. Thus, the business needs were: Customer Relationship Management (CRM) Customer Service Management Solution: With ADS s help with business requirements analysis, solution design and recommendation, the organisation chose Microsoft Dynamics CRM for these reasons. 1. The familiar user interface of Microsoft Dynamics CRM assures easy adoption 2. Its flexibility ensures the effective integration of the evaluation framework. 3. Its offline capabilities enhance data accessibility for our geographically distributed operations, while data centralisation and workflow standardisation will improve operational efficiencies Software and Services: Microsoft Dynamics CRM 2011 Microsoft SharePoint Server 2013 Microsoft SQL Server Windows Server Benefits: With data centralisation and streamlined workflows, the organisation saw improved collaboration, cut Loan Application documentation processes from two hours to two minutes, enhanced Field Officers productivity and most importantly, gained capabilities to better measure the outcomes of its work. 2

3 Case Study 2: Brokerage Firm Improves Customer Service by Deploying a CRM Solution: Organization Size: 500 employees Organization Profile: It is a leading brokerage house in Russia. It provides stock market services to more than 4,000 companies and 119,000 clients. The firm has an affiliate network involving 56 offices and 50 agencies in major Russian cities. Business Situation: The company was having trouble in providing a high level of service to its customers due to an aging IT ecosystem and a myriad of asynchronous databases which were not providing client data in real-time. Solution: By deploying Microsoft Dynamics CRM 2011, the firm could streamline their business processes as well as provide a financial advisor, complete overview of a client s portfolio in real-time, greatly enhancing customer service. Software and Services: Microsoft Dynamics CRM 2011 Microsoft Dynamics CRM Benefits: Comprehensive client portfolio visibility Streamlined business process More effective workflow using automation Complete end-to-end CRM cycle Intuitive and user-friendly interface 3

4 Case Study 3: Leasing Company Improves Customer Service by Deploying a CRM Solution: Organization Size: 500 employees Organization Profile: It is a leasing company that offers a wide and diverse range of leasing services such as aircraft, railway transport, sea-going and river vessels, real estate and power engineering equipment. The company operates in Russia as well as abroad. The firm is the leader in the leasing services market and maintains a strong position in major market segments. Business Situation: The Company wanted a comprehensive CRM solution that would enhance customer relations while providing a shorter time-to-market cycle for its services. Solution: The Company implemented Microsoft Dynamics CRM 2011 in order to deliver a higher level of service, increase customer satisfaction and improve collaboration within the firm. Software and Services: Microsoft Dynamics CRM 2011 Benefits: Comprehensive overview of client information Improved internal collaboration Boosted the firm s sales workflow Increased accessibility to contract details Enhanced customer service 4

5 Case Study 4: Life Insurance Company Improves Customer Service by Deploying a CRM Solution: Organization Profile: The Company is in the life insurance business in India. For the Company, the key challenge was to develop a robust IT landscape that could offer the flexibility to develop and deploy new applications quickly. Business Situation: The manual customer management processes for customer queries and complaints was tedious, increasing resolution time and adding workload at the back office. To avoid customer satisfaction issues, the company wanted to add new self-service options on its portal and enhance call center operations. The Company earlier used an in-house call management system to manage calls and queries from its customers. The system was not able to cater to all customer calls, leading to high call handling time and high abandon rate. Solution: The Company deployed Microsoft Dynamics CRM 2011 to automate its customer-service process, reduce pressure from the head office and, most importantly, improve customer service experience. Software and Services: Microsoft Dynamics CRM 2011 Benefits: Reduces turnaround time Enhances efficiency Provides high quality customer service Promises high return on investment 5

6 Case Study 5: Austrian Bank Boosts Sales Productivity by 32 Percent with Enterprise CRM Solution: Organization Size: 526 employees Organization Profile: The Company based in Linz, Austria, with assets of more than 1.9 billion, serves both commercial customers and consumers throughout Austria. Business Situation: The bank s goal was to be the most customer-focused bank in Austria. Its customerrelationship management (CRM) system didn t support that goal. When salespeople, tellers, or other frontline staff needed customer insight, including basic data such as the roster of products and services customers used, they had to search several product-specific repositories a time-consuming and errorprone process. Additionally, the bank needed to empower salespeople to take advantage of cross-selling and up-selling opportunities their customers presented, and equip customer service representatives with the tools and information to resolve customer issues in real time. Solution: The bank evaluated CRM solution alternatives on a roster of requirements. High on that list was a CRM solution that would enable sales and service staff to be more productive by working with a familiar and easy-to-use user interface, with intuitive tools to enable teams to focus on their core competencies. Finally, it replaced its in-house CRM system with Microsoft Dynamics CRM. Software and Services Microsoft Dynamics CRM 4.0 Microsoft SQL Server Analysis Services Microsoft Excel Microsoft Office Microsoft Sharepoint Server Microsoft SQL Server Microsoft Word Microsoft Dynamics CRM Microsoft SQL Server Integration Services Benefits 1. Easy use, interoperability support rapid adoption 2. Sales productivity up 32 percent in one year 3. Quality of customer service up 18 percent in one year 4. Time to generate analyses reduced by 95 percent 6

7 Case Study 6: Fixed Income Giant Builds Customer-Centric Infrastructure to Fuel Growth: Organization Size: 120 employees Organization Profile: As Australia s largest fixed income specialist, the company has over $10 billion of funds currently under investment. Focused on fixed income instruments from bonds, term deposits to cash services, the company positions itself as a trusted partner to its investors through its market-leading research, education initiatives and intelligent fixed income investment options. Its unique proposition of providing direct access to both corporate and government bonds from parcels of $50,000 has increased the accessibility of bond investment for more investors and in turn fuelled its growth. Since 2010, the company has doubled its funds under investment from $5 to $10 billion and expanded its staff strength from 75 to 120 across its four offices in Sydney, Melbourne, Brisbane and Perth. Business Situation: To effectively support and sustain continued growth, the company embarked on a technology transformation initiative to replace its core network and legacy in-house systems which had limited integrability, longevity and scalability. Instead of building a new system around their trading business, they wanted to re-architect the infrastructure and build a customer-centric platform around what the customers want and how they can better meet their needs. An integrated Customer Relationship Management (CRM) system is the vital backbone to give the customers access to online information and tools, while helping them monitor their leads through closure and achieve the goal to grow the client base. Solution: Familiar with the woes of a legacy CRM system that did not integrate well with its trading platform, at the top of the company s priorities was to find a CRM system that offered seamless integration, great usability and easy interoperability. After an extensive evaluation, Microsoft Dynamics was the only candidate. Microsoft Dynamics CRM gives them the scalability and flexibility to evolve as they grow. Such adaptability and agility is vital in the highly dynamic financial services space, as it enables to plug-in new capabilities to support trends such as e-trading, instead of re-investing in a new architecture. Software and Services Microsoft Dynamics CRM 201 Benefits: With Microsoft Dynamics CRM, the company successfully built a customer-centric platform to fuel robust growth. Increased customer tracking, enhanced tracking of leads through the sales process, enriched customer experience and better customer segmentation are some of the exciting benefits the company has gained. 7

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