The Challenge
Open Works was utilizing a legacy Siebel CRM system in which their ability to customize the application to meet their end user's needs was limited.
Managing end users security and data permissions was causing issues with the flow of information from their inside to outside sales teams. Also, they wanted to tighten up sales forecasting and realign the strategic business and sales plan to be reinforced by a new CRM platform.
Finally, Open Works was looking for the ability to integrate with their Microsoft .NET Framework web applications to provide intelligent data, in real time to executives and the sales team in a dashboard reporting format.
The Solution
Neal and Associates Business Consultants,Inc.(NABC) performed a CRM
Needs Assessment and walked through various industry leading CRM
applications including Salesforce.com. NABC uses a Total Cost of Ownership
(TCO) model which includes a comparison of available on-premise vs. hosted
solutions. This model provides a cost and benefit projection over the course of 3
to 5 years.
Recommendations were made to utilize the Microsoft Dynamics CRM
on-premise solution. This was driven from a cost efficiency, functional
requirements, and necessary integration needs with their current Microsoft
infrastructure which includes: Exchange Server 2007, .NET Framework, SQL
server 2005, Windows Server 2008.
Legacy data was migrated, new operational processes and sales best practices
were re-engineered to support the new strategic business and sales plans that
were put in place by Open Work's executive team.
The Benefits
The resulting implementation aligned the sales teams to focus on strategically targeted leads and opportunities.
The integration into the operational database allowed for inside sales reps to quickly identify customer references and prospects in any given industry, or geographically areas. Applying this business intelligence data improved conversion and appointment setting ratios on their leads.
The flexibility of the application allowed for various customizations and integration that improved efficiency:
- Quick look customized account summary page
- Real-time pipeline management
- Auto generated email alerts
- Sales escalation workflows
Finally the platform was setup to be scalable for organizational growth and it will continually evolve using more customizations and integration into all aspects of their management systems.
Overall Benefits
- Improved Sales Efficiencies
- Improved Sales Communications
- Full Integration into operational systems
- Centralized database and reporting
- Established scalable sales support platform