Microsoft Dynamics CRM and Ignify Customer Success Story

Transcription

1 Case Study Microsoft Dynamics CRM and Ignify Customer Success Story Global Electronic Systems Company Uses Microsoft Dynamics CRM to Manage Sales and Customer Service Operations Overview Country or Region Global Customer Profile OSI Systems, Inc. develops and manufactures innovative electronic systems and components for the security, healthcare, and optoelectronics industries. Business Situation With the company s dedication to providing systems that improve the global community, OSI Systems sought a customer relationship management (CRM) system that could further strengthen sales and customer service efforts. A consolidated, centralized repository of up-to-date, accurate data was necessary for supporting the company s rapid growth. Solution Microsoft Dynamics CRM connects OSI Systems team members with crucial data any time and any place, enabling them to access and update data through mobile devices while in the field. This in-depth and comprehensive insight into necessary data allows OSI Systems to initiate well-informed, effective courses of action. Benefits Connection to the database through mobile devices provides quicker service response Ability to record data live leads to more accurate customer reports Familiar interface enables easier integration with information technology (IT) applications 74

2 OSI Systems, Inc. is a provider of specialized electronic systems and components that meet critical needs in the homeland security, healthcare, defense, and aerospace industries. A public company listed on the NASDAQ (Symbol: OSIS) with annual sales in excess of $800 million (USD), OSI Systems has three divisions: Rapiscan Systems, Spacelabs Healthcare, and OSI Optoelectronics. Dedicated to developing customer solutions that serve to lead the way to a safer and healthier world, OSI Systems follows a common IT strategy for the company s three independently operated divisions. With the rapid business growth and global expansion that the company was experiencing, OSI Systems required a CRM system that could better organize and consolidate customer service information, as well as provide a comprehensive view of sales data. The company also required a system with a scalable architecture that could serve the company s global business advancement in both the present and the future. Microsoft Dynamics CRM s platform flexibility provided OSI Systems team members a fully connected and integrated sales and customer service tool, enabling team members to more quickly and efficiently access, and act on, crucial data thus improving customer service efforts and increasing customer satisfaction. Microsoft Dynamics CRM is an essential tool for keeping our processes, our inventory, and our people connected throughout the entire sales and service cycles. Mohinder Chopra, Senior Vice President and Chief Information Officer, OSI Systems, Inc. Situation For more than thirty-five years, OSI Systems, Inc. has been committed to providing high-technology solutions and comprehensive research in the security, healthcare, and optoelectronics industries. Composed of three divisions Rapiscan Systems, Spacelabs Healthcare, and OSI Optoelectronics OSI Systems manufactures and delivers critical products and equipment that improve people s lives across the world. As an international company, OSI Systems is dedicated to developing and creating innovative solutions that positively impact both individuals and the broader global community. With decades of leadership and experience in each division s markets, OSI Systems has gained a reputation for service that is a cornerstone to their longevity and positions of trust and partnership. In order to continue fostering and promoting this reputation, the company sought a customer relationship management solution that would equip the sales and customer service teams in each division with in-depth data on prospects and customers. By having a single, integrated view of sales and service data, team members would be able to prioritize tasks and focus on results that drive metrics, instead of managing different activities. OSI Systems eventually brought the decision down to two different CRM systems: Salesforce.com and Microsoft Dynamics CRM. After performing an extensive evaluation on the two solutions, the management team decided in favor of Microsoft Dynamics CRM. 75

3 There were a number of things that went into the decision of Microsoft Dynamics CRM, said Mohinder Chopra, senior vice president and chief information officer of OSI Systems. One was the total cost of the system. When we did our analysis of the two systems, we found that overall Salesforce.com was the more expensive solution. The other thing was that Salesforce.com is only a hosted solution, continued Chopra. Microsoft Dynamics CRM gives you the flexibility to have the solution hosted or inhouse. We decided to go with having the solution first hosted in order to ensure a faster implementation, and then as our users increase, we can then have the option to move the system in-house. Solution Currently, OSI Systems is in the process of rolling out Microsoft Dynamics CRM to its global offices. Rapiscan Systems and Spacelabs Healthcare are the first two divisions to have Microsoft Dynamics CRM deployed, with OSI Optoelectronics to follow at a later stage. Rapiscan Systems has Microsoft Dynamics CRM deployed in its US and UK offices, and Spacelabs Healthcare has Microsoft Dynamics CRM deployed in the US, UK, Europe, Middle East, and Africa regions. Each division is on a separate Microsoft Dynamics CRM instance. The Ignify team was very responsive when we needed customizations or configurations in any area in Microsoft Dynamics CRM. They made sure we got what we needed in a timely manner. Shehul Parikh, Vice President of IT Applications, OSI Systems, Inc. Microsoft Dynamics CRM dashboard functionality enables sales and customer service team members to gain in-depth insight into necessary data, allowing them to better strategize and initiate effective courses of action. With dashboards, the team is able to view and receive detailed sales information at a glance, such as the sales funnel, the leads that are closing, the rate of close, etc., which provides more comprehensive sales management reporting, and more control over what is in the funnel. Customer service dashboards are also used, giving a high-level oversight into the equipment repair and service tasks that will be undertaken or are already in progress. Service managers can see in one place, and in a visual format, which tasks the field service technicians are working on; which service contracts are coming up for renewal; which warranties are expiring in the next six months; etc. Using Microsoft Dynamics CRM for scheduling and performing security system maintenance and repair on systems enables service technicians to troubleshoot service issues quickly and easily, leading to greater customer satisfaction. Service managers use Microsoft Dynamics CRM to automatically assign to field service technicians based on geography and their skills. The technicians are able to receive case notifications and accept cases on their BlackBerry or Android devices through the mobile client. 76

4 From their mobile devices, field service technicians are able to continually update the case with the appropriate repair status codes, as well as create case activities to track the work performed on a case (clocking in/out). In the event that a technician forgets to stop the clock, the service manager can override the start and end times of the case activity from Microsoft Dynamics CRM. To capture all the important information about the problem and the service performed, field service technicians are able to update case line records and changes from their tablet and mobile devices. While working on a case, if a technician determines that parts need to be replaced on the security equipment, the technician can create a Parts Order Case right from his or her tablet or mobile device, reducing the time that it takes for critical parts to get to the team. When all work is complete, the field service technician runs a customer service work order report and saves it to PDF. From the technician s tablet PC, the customer can sign the PDF report. The key idea behind choosing Microsoft Dynamics CRM was to enable our workforce to be able to get and use the data they need in any place, at any time, on any device. Shehul Parikh, Vice President of IT Applications, OSI Systems, Inc. Benefits Microsoft Dynamics CRM provides OSI Systems divisions with a comprehensive sales and service management tool that enables team members to transform data into actionable results. With the accessibility of crucial information, team members are able to strengthen relationships with customers by quickly and efficiently providing the services that fulfill customer needs. Microsoft Dynamics CRM Powered the 2012 Summer Olympics OSI Systems was selected to provide the screening systems for the 2012 Summer Olympics in London, England. We used Microsoft Dynamics CRM for identifying where the screening machines were to be installed which location, which venue, said Shehul Parikh, vice president of IT applications at OSI Systems. And then any time an issue came up, technicians could use Microsoft Dynamics CRM to figure out where they needed to go, and to create a service call in the system. Microsoft Dynamics CRM kept track of the health of the scanners and was used for logging any defects or failures for field repair and customer service. Technicians used the fully mobile Microsoft Dynamics CRM solution developed with Ignify for scheduling and performing security system maintenance and repair. With a single click on their BlackBerry or Android device, agents at the Olympics site were able to trigger a Microsoft Dynamics CRM workflow to get immediate assistance if their system was down. 77

5 Data Accessibilty at All Times The ability for sales and service technicians to instantly access and update data at any time cultivates a fully informed and connected team. With Microsoft Dynamics CRM, service engineers are able to record live what they are doing at the moment, said Chopra. Previously, service engineers had to rely on memory after completing a service job, as they had to wait to connect to a system to their service updates. By the time they would be able to connect to a system, important things would be forgotten. By having access to Microsoft Dynamics CRM on any device, the workforce can use and configure the information they need at any time, any place. By capturing information as it happens, our team creates more accurate reports for customers, which is essential for maintaining service level agreements. Familiar IT Infrastructure With OSI Systems being a Microsoft shop, using the technological systems that the company was already familiar with was another highly favorable characteristic of Microsoft Dynamics CRM. We use Microsoft Dynamics NAV as the ERP system for Rapiscan Systems, we use Microsoft SharePoint, and we use Microsoft Office extensively, said Chopra. We knew that our team s knowledge and understanding of Microsoft solutions would make the interface between Microsoft Dynamics CRM and our other IT applications a much easier integration process. For More Information For more information about Microsoft products and services, call the Microsoft Sales Information Center at In Canada, call the Microsoft Canada Information Centre at Customers who are deaf or hard of hearing can reach Microsoft text telephone (TTY/TDD) services at in the United States or in Canada. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information using the World Wide Web, With Microsoft Dynamics CRM, service engineers are able to record live what they are doing at the moment. By capturing information as it happens, our team creates more accurate reports for customers, which is essential for maintaining service level agreements. Mohinder Chopra, Senior Vice President and Chief Information Officer, OSI Systems, Inc. go to: Microsoft Dynamics Microsoft Dynamics is a line of integrated, adaptable business management solutions that enables you and your people to make business decisions with greater confidence. Microsoft Dynamics works like familiar Microsoft software, such as Microsoft Office, which means less of a learning curve for your people, so they can get up and running quickly and focus on what s most important. And because it is from Microsoft, it easily works with the systems that your company already has implemented. By automating and streamlining financial, customer relationship, and supply chain processes, Microsoft Dynamics brings together people, processes, and technologies, increasing the productivity and effectiveness of your business, and helping you drive business success. For more information about Microsoft Dynamics, go to: 78

6 OSI Systems, Inc. For more information about OSI Systems, Inc., call or visit the Web site at: Ignify Ignify is a technology provider of ERP, CRM, POS, and ecommerce software solutions to businesses and public-sector organizations. Selected as the Microsoft Dynamics Partner of the Year in 2012 and 2011, Ignify has been ranked as the fastest growing business in North America for 6 years in a row by Deloitte, Inc Magazine, and Entrepreneur Magazine. For more information about Ignify products and services, call IGNIFY5, dynamics@ignify. com, or visit the Web site at: 79