The Need
Our client already deployed a very robust set of solutions to run all facets of their business including manufacturing, distribution, sales, marketing, and customer care. These systems supported hundreds of employees in multiple facilities as well as having deployments in multiple countries.
Our client was seeking a new solution to address their current issues including:
· The need for a faster way to locate the caller within the multiple enterprise application databases. This occurs thousands of times on a daily basis.
· There were too many applications open on the User’s desktop to perform daily tasks with copy and paste happening constantly between applications
· One dynamics screen to perform all operations from
· Cases management was executed with heavy reliance on Email communication within various departments
· An easy way to report Case life cycle history for all Customers which was less labor-intensive
· Capitalize on the capabilities in the latest and greatest CRM solutions in the marketplace today
· Remain on the Dynamics CRM platform to capitalize on the seamless integration to other Microsoft technologies
· A more streamlined and efficient process for customer issue resolution
· A solution which could be easily deployed and maintained in multiple countries
Research was conducted to examine various CRM solutions available including both salesforce.com and Microsoft Dynamics CRM. In the end, our client selected Microsoft Dynamics CRM due to functional footprint, the cost of ownership, and integration to various other Microsoft applications the company already had in place.
The Toolset
· Deployed Dynamics CRM 2011 on-premise solution to replace legacy Dynamics CRM 3.0
· Use of the CRM 2011 Outlook Client for Outlook 2010
· Deployed the Microsoft Customer Case Accelerator (CCA) framework for CRM 2011
· Used Scribe software for data migration and integration to backend ERP
· CCA integration to Avaya telephony solution
· Integration to SAP ERP for Customer and related Contacts feeding CRM
· SharePoint to allow for seamless integration to client document repository
· Various other Enterprise Applications including BPM
Project Execution Highlights
Some of the work performed during the engagement included:
· Reviewed current Dynamics CRM 3.0 design and future state design for CRM 2011
· Analyzed current business processes and how future state processes would be improved when new technologies deployed
· Reviewed project requirements and incorporated into future design
· Delivered requirements documents definition the blueprint for the build
· Reviewed existing reports and developed future state reporting requirements
· Documented requirements for legacy data migration and integration
· Performed all CRM 2011 configurations
· Authored code and script necessary to meet functional gap
· Authored tests scripts for UAT
· Authored migration and integration jobs using Scribe software
· Authored custom training guide
· Conducted live train the Trainer training
· Participated in Go Live cutover activities to ensure Go Live went smoothly
The entire implementation from initial requirements definition until Go Live took five months to complete. This included building, testing, training, and performing migration of legacy data into the newly delivered solution. Neudesic follows a proven implementation methodology which ensures that the project is delivered both on time and within budget.
The Results
· CRM experience vastly improved using CRM 2011 capabilities
· Inbound calls open corresponding CRM and ERP records whenever possible via integration with Avaya phone solution
· The Customer Care Accelerator allows for robust searching across multiple enterprise applications
· The Customer Care Accelerator strategically opens specific enterprise applications based upon the Process selected and stores data form various screen and uses then to populate CRM 2011 records automatically, thus dramatically reducing keystrokes and Copy/paste actions
· Seamless integration to web sites of Shipping Company websites for easy package tracking
· Greatly reduced the overall time necessary to open and resolve a case
· Improved Reporting Capabilities with automatic report creation based on CRM database detail