It doesn’t seem to fit
So you’ve implemented Microsoft Dynamics 365 CRM, but it’s not quite what you thought it would be.
Don’t worry, you haven’t made a poor choice. You just haven’t taken full advantage of the system’s flexibility. Maybe you haven’t integrated with your other systems so it’s failed to be a single source of information about your customers. If there’s a mismatch between how your CRM works and how you want to work, a solution is absolutely possible.
We work exclusively with Microsoft Dynamics 365 because it’s so flexible and powerful – the possibilities really are endless. You just need someone who knows how to make it happen. Hint: that’s us.
People are reverting to workarounds
After you’ve implemented anything new, it’s always a good idea to monitor adoption. If you see people reverting to old ways, double entry of information, or finding workarounds – take note. It’s an important cue to tell you what needs tweaking. You need to discover the balance between staff adapting to your system versus the system adapting to the way your staff work.
The power of Microsoft Dynamics CRM 365 is its flexibility. It can bend over backwards to work the way you need it to. Customising the system to your unique way of doing things is the key to your success.
Things have changed
Your business will continue to evolve, but has your CRM kept up? If you thought your CRM implementation was a one off, set and forget scenario, you’re missing out on a world of possibility. Microsoft Dynamics 365 Customer Engagement (CRM) is a wise choice for any business with aspirations. As soon as anything changes – your processes, your ideal customer, your size, your workforce, your products – you can change your CRM to suit. Don’t leave it too late – people will find messy workarounds to do what they need and before long, your CRM is disused and redundant.
Our Experience
We have deployed Dynamics CRM solutions across many segments and industries, for many different purposes. See below for examples that are relevant to this challenge or market, or view and refine from our complete list of experience.
| Company segment | Industry | Challenge | Solution | Keywords | |
|---|---|---|---|---|---|
| Medium Enterprise | Manufacturing | CRM Customisation | D365 CRM Online |
Lead Management, Sales Management, Extend/enhance functionality, Website integration |
|
| Customer needed to add extensive integration to their CRM to capture website leads, where the website process had identified product options and bundling. | |||||
| Large Enterprise | Manufacturing | CRM Customisation | D365 CRM Online |
Sales Management, Order Management, Finance or 3rd party integration, Workflows & Business Process, Extend/enhance functionality |
|
| Customer had an existing CRM Kickstart for Stakeholder Management and integration with Outlook. As a secondary phase, implemented sales process and workflows, with integration to the ERP to source product pricing for quoting within CRM, and then pushing closed opportunities to Orders in the ERP | |||||
| Medium Enterprise | Member Associations | CRM Customisation | D365 CRM Online |
Portal, Membership Management |
|
| Addition of a Portal to the CRM membership solution, to both replace their existing public-facing website, and to provide a portal to allow members to self-service and renew and pay for their membership, while also serving up tailored articles. | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM Online |
Stakeholder Management, Workflows & Business Process, Extend/enhance functionality |
|
| Expansion of the number, type, purpose and content of email templates used throughout the stakeholder management processes. | |||||
| Medium Enterprise | Manufacturing | CRM Customisation | D365 CRM Online |
Website integration, Lead Management, SharePoint integration |
|
| Extension of a customer's Kickstart to include extensive integration with the website for Leads, and inclusion of our add-on for SharePoint integration. | |||||
| Not-for-Profit | Social & Community Services | CRM Customisation | D365 CRM Online |
Property Management, Stakeholder Management, Extend/enhance functionality, Workflows & Business Process |
|
| After deploying the CRM solution, and the users having had an opportunity to use the CRM, the business produced a list of small enhancements and refinements that would improve productivity and efficiency, which were deployed. | |||||
| Large Enterprise | Manufacturing | CRM Customisation | Scoping & Strategy |
Extend/enhance functionality, Sales Management, Order Management, Finance or 3rd party integration, Workflows & Business Process |
|
| Customer had a basic CRM for Stakeholder Management and integration with Outlook. As a secondary phase, now ready to implement sales process and workflows, with integration to the ERP to source product pricing for quoting within CRM, and then pushing closed opportunities to Orders in the ERP | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM Online |
Finance or 3rd party integration, Stakeholder Management |
|
| Integrate CRM with a separate Grants Management database to provide a single customer view of applicants, and to provide ancillary processes that are not provided by the Grants solution. | |||||
| Medium Enterprise | Member Associations | CRM Customisation | D365 CRM Online |
Customer Service, Membership Management, Finance or 3rd party integration, Extend/enhance functionality |
|
| Deployment of phase 2 of the customer's solution, adding new functionality and productivity improvements based on their evolving business and experience, and incorporating additional business units not included in phase 1. Includes an enhanced integration to their finance solution. | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM Online |
Stakeholder Management, Other Marketing Solution |
|
| Provision of an Events management and ticketing capability, with business processes and logic to manage allocation rounds, invitation send and response. | |||||
| Medium Enterprise | Import, Transport or Distribution | CRM Customisation | D365 CRM Online |
Customer Service, Extend/enhance functionality, Workflows & Business Process |
|
| Customer required Case Management and Customer Service capabilities to be introduced into their existing CRM, with workflows and business rules to ensure service expectations were met. | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM Online |
Portal, Stakeholder Management, Document Production |
|
| Customer provides domestic and overseas journalists, industry members, and influencers with familiarisation experiences (FAMILS) within the tourism sector. This enhancement compiles different bookings and experiences into a final itinerary which is available to view and print from the portal. | |||||
| Not-for-Profit | Aged or Health Care Services | CRM Customisation | D365 CRM On-Premise |
Extend/enhance functionality, Workflows & Business Process, Compliance Management, Statutory Reporting |
|
| Customer commenced servicing different government contracts, requiring additional business processes, and enhancements to their compliance and statutory reporting. | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM Online |
Stakeholder Management, Compliance Management |
|
| Customer required the CRM to collect and collate information from operators regarding their COVID impact and readiness. | |||||
| Medium Enterprise | Member Associations | CRM Customisation | D365 CRM Online |
Portal, Customer Service, Extend/enhance functionality, Workflows & Business Process |
|
| Extended the membership base to new markets, offering new products and services, with online applications and renewals | |||||
| Medium Enterprise | Member Associations | CRM Customisation | D365 CRM Online |
Portal, Extend/enhance functionality, Workflows & Business Process |
|
| The ability to offer members additional financial products (such as insurance) as part of their membership package, and to renew online | |||||
| Medium Enterprise | Education, Training & Employment Services | CRM Customisation | D365 CRM Online |
Marketing Automation, Extend/enhance functionality, Workflows & Business Process, Order Management |
|
| In first phase of CRM deployment, Customer wanted a simplified business process and data captured, as the change management exercise with the team would have been too great. After a year of using the first version, gaining experience and confidence, they were now ready to introduce more complex and extensive business rules and workflows. | |||||
| Govt. Dept or Authority | Govt - Local | CRM Customisation | D365 CRM Online |
Extend/enhance functionality, Workflows & Business Process |
|
| Rescue of an existing D365 solution that was poorly designed and not performing, resulting in our recommendations for a number of different streams of activity, which were accepted. This stream introduced a modified structure and forms design, with business processes and workflow automation. | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM Online |
Localisation, Portal |
|
| Provide Chinese and Korean localisation (translation of screen content) of the portals interface for Chinese and Korean portal users. | |||||
| Govt. Dept or Authority | Govt - Local | CRM Customisation | D365 CRM Online |
Extend/enhance functionality, Sales Management |
|
| Rescue of an existing D365 solution that was poorly designed and not performing, resulting in our recommendations for a number of different streams of activity, which were accepted. This stream introduced reporting and dashboards for team and general management, reducing duplication of effort and data. | |||||
Our Experience
Needs Analysis
To set you up for CRM success, we’ll work with you to understand your specific challenges, objectives, customer relationship model, and current processes. Depending on your budget, we have an approach to suit – ranging from short questionnaires to detailed workshops.
CRM Customisation
We can help by populating your customer and prospect data into your CRM – from spreadsheets or finance systems, tailoring screens to collect and display the actual information you need, matching your processes and business rules into CRM functionality and integrating other systems like your finance system for a 360 degree view of your customers.
Support
We’re not going to make you go it alone. You’ll need ongoing help to make sure your new CRM continues to evolve with your business. Engage us on an ad hoc basis when you need more help, or ask us to tailor an ongoing support arrangement for your likely levels of support.
Get in touch today
Let’s talk about your CRM challenges.
Hopefully our website has given you a good idea about what we can do. Now, we’d love to hear from you. Call, email or use the form below. We look forward to talking about your specific situation, needs, and goals.
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