With the new solution up and running, the company is taking advantage of many of the benefits Microsoft Dynamics CRM has to offer. One of the greatest needs the company had was to have access to a centralized database with real-time information for the sales and customer service teams. “With the direct integration with Microsoft Outlook, all of the customer and account information we need is right at our fingertips, making everyone’s job more productive,” he added.
Overall the company has also strengthened its sales effectiveness by using CRM. “Now that we have one view of our data, we can track customer interactions, prioritize our sales efforts and target certain accounts. Having insight into the sales pipeline has allowed the sales team to focus and close deals faster. We’ve been able to more than double the number of new customer adds per month with the help of CRM,” said Telesco.
From a customer service and technical support perspective, using workflows within Microsoft Dynamics CRM, the company has been able to automate many of their processes to be more proactive with their existing customers. “We can track support calls through CRM and make sure nothing falls through the cracks and focus our time on making more outbound calls to our install base to see if all of their needs are being met. It’s really helped improve our overall service delivery as well as customer retention rates,” he added.
Telesco believes that they couldn’t have made such progress without the help of HCLTech and the PowerSuccess program. “It’s been a great fit for our company. Our business is very competitive and without CRM and HCLTech on our side, we know we couldn’t have made the strides we have to do.”