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 Orange Tree’s products and services was continuing to grow, they required a more robust CRM solution that would help improve its sales reporting and forecasting capabilities, increase staff productivity and improve overall business visibility. The company used Landslide customer relationship management (CRM) software as its lead-tracking system but struggled with limited customization, integration and reporting capabilities.
Overall, the company needed a new CRM solution that would provide the ability to:
After evaluating a new CRM solution that would fit their business needs including Salesforce.com, Mihalik and his team felt that Microsoft Dynamics CRM Online was the answer. With the help of PowerObjects and their PowerSuccess service-as-a-subscription program, the company implemented Microsoft Dynamics CRM Online based on its ease of use, customization capabilities as well as faster implementation time. PowerSuccess is a service from PowerObjects that includes unlimited configuration, training and 1-on-1 consulting of Microsoft Dynamics CRM at a predictable monthly fee.
The program allowed Mihalik to work with a team of PowerObjects CRM experts to define their requirements, migrate their existing data, configure Microsoft Dynamics CRM Online quickly and get the ongoing support they needed. “PowerObjects took the time to really understand our business requirements and configure a solution that fits our needs. What I like about the program is that we have a team of CRM experts who we can count on to guide us every step of the way. They took the burden off of us and reduced a lot of risk,” he added.
By adopting Microsoft Dynamics CRM Online, Orange Tree was able to deploy a modern CRM system in weeks, for a fraction of the cost of an on-premises deployment. It has increased sales efficiency, improved business insight, and reduced overall risk.
Thanks to automated workflows, the sales forecasting process that used to hours a week is now greatly reduced and the company gets far more accurate data. “We are now able to compile and view accurate sales forecasts very quickly and in real-time,” Mihalik says.
Without Microsoft Office Outlook integration in the previous solution, the sales team had to work with two disparate systems creating duplication of work and inefficiencies. “Today, our productivity has soared with Microsoft Dynamics CRM and our sales team is now able to focus on selling and servicing customers vs. managing spreadsheets.”
Management has far better insight into deal status and the overall business. With the integrated dashboards, they can get an overview of where deals are in the sales process and make adjustments as needed to keep them moving. “We’ve been able to improve our sales process and be much more efficient in closing deals faster,” he added.
With PowerSuccess, customers work one-on-one with the team at PowerObjects to help ensure the implementation and adoption of the solution is successful. “We really liked this approach as it allowed us to make the most of our investment without getting locked into hourly configuration and customization consulting rates with exorbitant fees. PowerObjects are experts at what they do and we can rely on them to help show us what CRM can really do for our organization,” says Mihalik.
We needed a new system that could help us accurately forecast and pull sales reports, make our salespeople more productive and provide a tool that was easy and intuitive to use.