In this two-part blog series, we’ll explore the technology that is revolutionising customer service delivery in government. In our first installment, we examine the technology transformation from the perspective of back-office processes.
As the demand for Payment Processing Partner’s products and services was continuing to grow, they needed a scalable CRM solution that would help streamline its sales and marketing processes, increase staff productivity and improve overall customer service capabilities and response times. The company was previously using SugarCRM, but the solution lacked integration with Microsoft Outlook and the customization capabilities it need to manage their growing business. “It was a cookie-cutter solution and we couldn’t tailor it to our business,” explains Phil Telesco, President of Payment Processing Partners. “The solution was cumbersome to use and lacked the flexibility and customization capabilities we needed.”
Overall, Payment Processing Partners needed a CRM solution that would provide:
After searching for a new solution that would fit their business needs, Telesco and his team felt that Microsoft Dynamics CRM Online was the answer. With the help of PowerObjects and the PowerSuccess service-as-a-subscription program, the firm implemented Microsoft Dynamics CRM Online based on its ease of use and integration with core Microsoft systems, including Microsoft Outlook. The PowerSuccess program allowed the company to work with a team of PowerObjects CRM experts to define their requirements, migrate their existing data, configure Microsoft Dynamics CRM Online quickly and provide the ongoing support they needed. “One of the biggest reasons we chose Microsoft Dynamics CRM was because of PowerObjects PowerSuccess program. As a small growing company without a large IT staff, we knew we needed experts like PowerObjects to be there every step of the way,” he added. With the PowerSuccess program, for a fixed monthly fee, the company has access to a team of CRM experts to implement the solution, answer any questions an make updates to it on an ongoing basis. “It’s great to know we can pick up the phone and get help if we need it. For us, PowerSuccess has been a great value and knowing that we have access to a team of CRM experts at PowerObjects has been priceless.”
The company also received additional functionality for CRM through PowerObjects’ PowerPack add-on modules including PowerGlobalSearch where they can search any entity and any field from one window in Microsoft Dynamics CRM and view information in the convenient, configurable reading pane.
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 PowerObjects and the PowerSuccess program. “It’s been a great fit for our company. Our business is very competitive and without CRM and PowerObjects on our side, we know we couldn’t have made the strides we have to do.”
It was a cookie-cutter solution and we couldn’t tailor it to our business. The solution was cumbersome to use and lacked the flexibility and customization capabilities we needed.