Omfax

A Microsoft CRM Case Study

 

The Challenge

Omfax Systems Ltd. is a leading provider of housing front-line software solutions for social landlords, and a developer of user-friendly handbooks for their tenants. They are the first-choice partner of over 250 organisations who choose Omfax because of their in-depth knowledge of the housing sector and their commitment to providing an exceptional level of customer service.

Stuart Togneri of Omfax explains more: "Working throughout the UK, we've developed a portfolio of innovative products and services which bring unrivalled clarity, consistency and efficiency to communication between landlords and their customers."

Microsoft Dynamics CRM 3.0 and Excitation PRISM were ideal to provide a coherent end-to-end business solution for Omfax. They needed an easily customisable yet structured CRM solution. All the functions of Dynamics CRM were needed to allow Omfax to store its accounts and contacts in one centralised database, manage their enquiries and opportunities, manage projects and schedule resources.

Solution

Dynamics CRM was used as it is an application which is easily customisable, and does not require the need for a developer and complex coding. Whilst Excitation provided the extensions that were required by Omfax, the customisation of data fields and relationships could be done by themselves. This meant that it was possible for Omfax to customise many parts of the application internally so that it was relevant to their business needs, yet would not cost them in consulting fees.

The main requirements were for Dynamics CRM to provide a state-of-the-art tool to support business development in the core area of customer and contact management. Excitation's solution, PRISM, was able to provide further end-to-end business capabilities for Dynamics CRM. Both Dynamics CRM and PRISM were a suitable platform for customisation, which allowed an application to be designed that worked the way Omfax does.

Excitation was in an ideal position to help. With an extensive programming knowledge, staff certified by Microsoft in developing, customisation and extension, Excitation had all the expertise required to complete a complex extension and customisation of Dynamics CRM. Using its Microsoft Certified Trainers, Excitation could also offer training to Omfax in how to use and customise Dynamics CRM themselves, making them self-sufficient in their use of Dynamics CRM.

Dynamics CRM could be integrated effectively into Omfax's IT system and effectively meet its business needs. The Microsoft Software Development Kit (SDK) was used to create complex and effective customisations of Dynamics CRM that provided the flexibility of the application that was required.

From Excitation's implementation, Omfax has gone on to expand Dynamics CRM and PRISM so that it can further integrate with its business processes. Throughout the customisation of Dynamics CRM that Omfax performed, Excitation has provided an experienced knowledge base that could be relied on.

"Throughout the implementation Excitation worked with us so we could get a product that suited us. From there they have provided a flexible and reliable source of knowledge that have always been on hand to help us", explains Stuart.

Benefits

An end-to-end business tool: Dynamics CRM and Excitation PRISM provided a proficient end-to-end business tool for Omfax. It provided sales force automation, marketing automation and service management. Omfax can track sales from initial contact right through to the end of the deployment phase. This was all done through standard Dynamics CRM functionality with minor customisations of entities and fields.

Enhanced resource management: Omfax was also able to benefit from PRISM's resource planning abilities. The project management capabilities ensured effective management of client service delivery and the team calendar provided the ability to track all employees.

"'Excitation PRISM enables us to keep track on all our projects to ensure we provide effective delivery and support to our clients . The team calendar was a great help in aiding the management of our expanding resources", says Stuart.

Mobile abilities: Using Dynamics CRM remotely was also a major benefit for Omfax. With the Terminal Services Client, Omfax could use Dynamics CRM remotely with all the benefits of the Outlook Client. With the ability for an informed mobile workforce, Dynamics CRM is perfect for any business who has employees working off-site. Omfax's employees have the benefits of being able to access vital business data and report their progress to others, in any location.

Looking Forward

Omfax are looking forward to having a self-sustained end-to-end business management tool. They will also have behind them the flexible and expert support of Excitation should the need arise. Omfax are now assured of a reliable and efficient business management tool that they will be able to rely on for many years to come.