Evidence Supporting Great Customer Service Automation with Microsoft Dynamics CRM

Mark Smith, 19 February 2011

In my previous post, I talked about how Microsoft Dynamics CRM can help implement great customer service. Let me share to you some success stories on companies who have embraced Microsoft Dynamics CRM to implement customer service automation.

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• A.W. Hastings is a Marvin Window and Door distributor. A.W. Hastings used a paper based contact system to keep track of customer information. Microsoft Dynamics CRM has given them a single company wide view of their customers which enable them to provide better customer service. (Click here to view video.)

• ActiveMED, a company specializing in providing software for medical and pharmaceutical industry was able to increase sales to existing customers by as much as 15% through implementing Microsoft Dynamics CRM to manage sales and customer service. (Click here to read more.)

• Boutique financial services firm, Alliance Investment and Retirement Services (Alliance Investments), relied on paper documents and manual systems for much of its compliance and customer service processes. With the implementation of a tailor-made customer relationship management (CRM) system using Microsoft Dynamics® CRM 4.0, they were able to automate repetitive tasks and provided a comprehensive view of all the firm’s interactions with its clients. Staff spent less time searching through paper archives and compiling information for audits and compliance reporting. They have a wealth of information about each client, helping them provide up-to-date and targeted advice. As a result, Alliance Investments has taken on more clients without increasing headcount. (Click here to read more.)

• Corporate finance, distribution of financial products, portfolio management services, and equity broking has always been the focus for Almondz Global Securities Limited (AGSL). To enhance the market presence, it needed a relevant system that would deliver high quality contact/account management, customer service, data security and MIS reports. (Click here to read more.)

• Arch Chemicals is a global biocides company with manufacturing and customer support facilities worldwide. Due to its diverse portfolio of businesses, the company needed a better way to manage and analyze its sales force and customer service. Through the flexibility and simple integration of Microsoft Dynamics® CRM business software with its existing systems, Arch Chemicals is increasing sales productivity and customer service performance while gaining valuable insight into its business data. (Click here to read more.)

• Buderus Fűtéstechnika is the Hungarian subsidiary of Bosch-Buderus Thermotechnik, one of the world’s largest industrial heating equipment groups managing a growing network of domestic partners from a relatively small operational base in Hungary. Buderus concluded that inappropriate data storage methods and an outdated business management solution was undermining its range of customer services and reducing the benefit of marketing initiatives, such as an ambitious loyalty-card programme. As a result of implementing Microsoft Dynamics CRM, the company now tracks partner activity in real-time (whether by telephone, e-mail or loyalty card), provides a more responsive service to customers, and is cutting back on the time its staff spend on data management. Buderus can now keep track of how loyalty points are being used and how best to target its partners with further incentives. (Click here to read more.)

• Dubai Bank offers Islamic corporate and retail banking services in the United Arab Emirates (UAE). It wanted to provide more responsive customer service, and simplify process compliance with Shari’a banking principles. To achieve these goals, the organisation deployed Microsoft Dynamics CRM. As a result, compliance management is easier, contact centre staff are more efficient, and customer accounts are opened significantly faster. (Click here to read more.)

• Fashion Company Dresses Up Marketing, Customer Service Efforts with CRM Solution. Like most retailers, Pumpkin Patch maintains a large global database of all customers who have purchased its clothing, and uses that information to conduct marketing campaigns and provide high-quality service. (Click here to read more.)

To learn more about how other companies are doing with the help of Microsoft Dynamics CRM visit http://crm.dynamics.com/en-nz/featured-customers. So what are you waiting for? Provide excellent customer service now with Microsoft Dynamics CRM and make your customers happy and satisfied with your service!

(All links are from Microsoft Dynamics CRM New Zealand website: http://crm.dynamics.com/en-nz/)

* Image from http://www.legaljuice.com/2008/12/