Fresh Tracks

A Microsoft CRM Case Study

 

The Challenge

Fresh Tracks is an organisation that has been providing innovative team building solutions to motivate and develop teams and individuals for Europe's most forward-thinking organisations since 1992. Fresh Tracks work with groups numbering between 12 to 1200, with its portfolio of clients including Coca Cola, GlaxoSmithKline, Yahoo and Alliance and Leicester. Jane Mole from Fresh Tracks explains more.

"We provide pioneering and enjoyable team building exercises that will increase any business' staff productivity. Team work and staff creativity can be improved, whilst staff absenteeism reduced. We believe that when teams are enjoying themselves they are at their most productive."

Fresh Tracks already had Microsoft Dynamics CRM 3.0 implemented when they came to Excitation. They wished to make better use of the product. It was thought that complex customisation of Dynamics CRM may be required. It became apparent however that some advanced training for Fresh Tracks' Dynamics CRM users would be the most effective solution alongside some minimal customisation.

Fresh Tracks' staff wished to use Dynamics CRM for tracking clients and contacts, and making sure they were recording every enquiry. What Fresh Tracks required from Excitation was an understanding of how Dynamics CRM could benefit their business processes. Dynamics CRM was not being used to its full potential and a short training course was required to reach this.

Solution

Dynamics CRM was perfect for meeting Fresh Tracks' needs. For Fresh Tracks, Dynamics CRM provided a central store for their data as well as making their sales process transparent and easier to manage. The training Excitation offered empowered users to utilise their existing system without the need for expensive customisation.

We phoned 8-10 companies about the possibility of helping us with Dynamics CRM. Excitation immediately understood our needs, were friendly, approachable and were able to provide us with what we wanted quickly, says Jane.

Over three days Excitation created a program that would change the way Fresh Tracks used Dynamics CRM. The first step made sure that all the data needed by Fresh Tracks was imported into their Dynamics CRM system. Excitation then conducted training sessions for Fresh Tracks' Dynamics CRM users. This was done in small groups with the sessions open to questions. Mark Dendy of Excitation explains;

"By keeping the sessions structured around the company's specific requirements and in a relaxed atmosphere we find that our clients learn the most."

Excitation was in an ideal position to help, using its Microsoft Certified Trainers and drawing upon its vast experience with training clients in Dynamics CRM use. Excitation were also able to respond quickly and flexibly to Fresh Tracks' needs, two attributes that Excitation always strives to maintain as part of its client focused approach.

"Excitation provided a service that would suit us. They also had the sort of technical expertise that we required. Their technical staff were always able to answer our questions and provide solutions tailored to our needs", explains Jane.

By providing Fresh Tracks with advanced training on the systems they had already, expensive customisation was avoided. This kept costs low and maximised return on investment on their Dynamics CRM product. Excitation could provide highly qualified, personable and enthusiastic technicians to help make their Dynamics CRM goals a reality.

Benefits

The ability to use CRM to its potential: The greatest benefit for Fresh Tracks was the increased staff use of Dynamics CRM. By focusing on what was relevant to Fresh Tracks, Excitation showed its staff how to make the most valuable use of Dynamics CRM. With the staff enthusiastic to take on board this training, they could immediately take advantage of the centralised data suppository that they had implemented.

"Before Excitation helped us, only a small number of people were using Dynamics CRM. All our staff now have the ability to track our activities, clients and contacts accurately."

Efficient pipeline management: With some minor customisations Fresh Tracks are now able to use Dynamics CRM for complete pipeline management. By tracking customers, revising quotes, managing costs and planning sales Fresh Tracks were able to follow the pipeline through with Dynamics CRM. With the training provided by Excitation these benefits were immediate.

Looking Forward

Fresh Tracks can now look forward to a powerful solution for business data tracking. Its staff can also rely on an application with a developer platform that will enable them to make customisations that will adapt Dynamics CRM to suit the changing nature of its business.

"We are happy with the solution we have now. As Fresh Tracks moves forward we will be happy to choose Excitation again to provide us with the expertese we need to adapt Dynamics CRM to our needs."