About the Business
The client is a professional service provider specialising in the ICT technology stack.
They run a head office with about 6 staff members who look after a portfolio of hundreds of customers across Australia. These staff members carry a mix of sales, customer service and operational responsibilities.
The client’s main challenge was to have their staff work as efficient as possible. This was critical for a small team managing a large customer portfolio.
The client had a sharp focus on providing top-notch customer service and building a loyal customer base. This meant all customer-impacting activities such as phone calls, emails, support tickets, appointments and outstanding disputes needed to be captured and closely monitored.
They also needed the same level of visibility and control across all revenue generating activities to maintain a healthy financial position.
In short the client needed to digitise and automate wherever possible.
The client adopted Microsoft Dynamics 365 as their customer relationship management (CRM) system. This was a natural progression as the client was already using Microsoft Office 365 as their productivity suite. MS Dynamics 365 worked seamlessly with existing MS software which was a key consideration for the client.
The MS Dynamics 365 CRM offered all the important functionalities required by the client, especially around data and activity capture and analytics.
Emails, phone calls and appointments could be scheduled and captured within the CRM and recorded automatically in the customer profile. Support tickets and other customer service related activities could be recorded and easily tracked for status updates.
Return on investment
Efficiency, efficiency, efficiency
The client automated a lot of manual processes by adopting MS Dynamics 365. Activities across their whole team could be recorded, tracked, and managed all in the one system. There was no more double entry of data between different systems or time wasting administrative tasks. Estimated time saving equated to about 7 hours per week.
Early detection of under performance
For a small team it was critical for each staff to perform at their best. As activities were tracked in MS Dynamics 365, under performance could be easily identified and remediated before the damage became serious. This was key to effective training so that the client could achieve a good return from their staff.
Visibility on sales
The client could easily track their up-to-date sales pipeline as data was captured in real-time in MS Dynamics 365. The client could always have a good handle on their revenue position. They could also perform data analytics on important areas such as product sales mix and customer profitability, which were two key inputs to their growth strategy.
Flexibility (especially during Covid)
MS Dynamics 365 is an entirely cloud-based solution. This meant staff members could access it as long as they had a stable Internet connection. This was critical to the client when everyone was working remotely. They could still access customer data and function as a highly effective team.
Note the increased flexibility did not diminish the client’s ability to track staff performance, again thanks to visibility provided by MS Dynamics 365.
Estimated Project Cost
Professional service charged at $200 ~ $2,000 per user for the initial set up. Costs vary depending on the level of data entry, user training, system configuration and customisation.
Additional support after initial set up provided at an hourly rate.