Northern Star

A Microsoft CRM Case Study

 

The Challenge

"We are able to provide high quality expertise in network implementation and support. We have specialists in e-commerce and web development, database design, WAN installation and network cabling, and telephone systems. We always strive for reliable and practical solutions for our clients."

Staff at Northern Star had been using Microsoft Dynamics CRM 3.0 for a short time, but recognised that they were not utilising its full potential. Excitation's role was to identify how the Sales Administration process of their business could be modelled in Dynamics CRM.

As staff were not using the full potential of Dynamics CRM a degree of doubt about its abilites had developed. There was however a willingness by staff to learn about Dynamics CRM and improve efficiency in their business processes.

The drive behind this decision to seek Excitation's help was business expansion. In order keep pace with growing business demands, Excitation was required to provide a system that would streamline Northern Star's business processes as well as provide user training that would ensure staff were utilising the system effectively.

Solution

Excitation provided a two-part solution. Firstly, a customisation of Dynamics CRM that would streamline it to Northern Star's business processes. The delivery of quotes with greater efficiency was identified as imperative. Excitation provided a customisation that would integrate North Star's price list into Dynamics CRM. This alleviated the problems of acquiring product information that had previously slowed the process.

Customisation of the Dynamics CRM interface was also provided to enhance usability for staff. Custom shortcuts on the action bar for the creation of phone calls were added, as well as custom buttons for generating quotes, invoices, orders and purchase orders. Excitation PRISM, a solution accelerator for Dynamics CRM was also implemented.

Secondly, in-depth user training that would show staff the benefits of Dynamics CRM and make them efficient in using it was provided. Excitation provided two days user training that were aimed at restoring staff confidence in Dynamics CRM. Fraser comments;

The user-training Excitation provided showed us the capabilities of Dynamics CRM and how we can maximise the benefits it gives us. Their technical experts were always friendly and open to questions. The relaxed and open atmosphere of their training sessions always meant that our staff learned a lot and found them enjoyable.

Benefits

Traceability: Northern Star wanted a more secure pipeline. With Dynamics CRM they can now track an order right through the sales pipeline. When a quote is delivered it is automatically tracked and checked for responses. With Dynamics CRM, Northern Star can be assured that no customer will unnecessarily slip through the net.

Confidence in the product: With the user training provided by Excitation, Northern Star's staff are now confident is using Dynamics CRM to efficiently track and manage their business operations. With Dynamics CRM they now have more accessible data and can achieve more efficient working methods. With a small amount of user-training these goals were achieved with a product that Northern Star already owned.

Increased efficiency: The benefits of this project could be seen immediately. Northern Star has streamlined their sales pipeline with an increased use of Dynamics CRM and the customisations Excitation provided. Quotes can now be produced with greater efficiency rather than taking up to 3 to 4 days. Business data is now being handled through one central depositary rather than through multiple Excel spreadsheets, allowing users to share and use data in real time.

"'Excitation have done a fantastic job of tailoring Dynamics CRM to the Sales Administration process of our business. This has immediately meant we are saving staff hours and making a fast return of investment on Excitation's services", says Fraser.