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 |
Customer Service, Workflows & Business Process, Extend/enhance functionality |
|
| After performing a review of a Customer's existing Dynamics CRM solution and their business requirements moving forward, resulting in recommendations for a staged approach - this phase delivered case management and customer service capabilities. | |||||
| Medium Enterprise | Import, Transport or Distribution | CRM Customisation | D365 CRM Online |
Website integration, Lead Management, Extend/enhance functionality, Workflows & Business Process |
|
| Customer's existing websites that were integrated with CRM for Leads, were being updated to allow multiple quotes across multiple product sets to be submitted. CRM needed to be updated to reflect these new rules, and enhanced business processes and design were introduced. | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM On-Premise |
Workflows & Business Process, Extend/enhance functionality, Membership Management, Finance or 3rd party integration |
|
| Customer's CRM was integrated with an ERP/Finance solution. The fee structure and methods they would accept payment from members changed, also resulting in changes to revenue forecasting and revenue recognition. | |||||
| Medium Enterprise | Manufacturing | CRM Customisation | D365 CRM Online |
Lead Management, Order Management, Sales Management, Workflows & Business Process, Extend/enhance functionality |
|
| After performing a review of a Customer's existing Dynamics CRM solution and their business requirements moving forward, resulting in recommendations for a staged approach - this phase delivered a core Lead, Sales and Order management solution with immediate capabilities and value, so that the business could quickly realise productivity and operational efficiencies. | |||||
| Not-for-Profit | Aged or Health Care Services | CRM Customisation | D365 CRM On-Premise |
Data Migration (extensive) |
|
| Customer had an existing data source of customers and contacts and wished these to be migrated into CRM, along with cleansing and deduplication. | |||||
| Not-for-Profit | Aged or Health Care Services | CRM Customisation | D365 CRM On-Premise |
Extend/enhance functionality, Workflows & Business Process, Statutory Reporting |
|
| After performing a review of a rescued On-Premise CRM solution, the recommendations for enhancements and improvements to the design and capabilities of the CRM were accepted and deployed. Changes were made to business processes and automation through workflows, and creation of reports to their funding provider. | |||||
| Not-for-Profit | Social & Community Services | CRM Customisation | Domestic Violence Services Solution |
Extend/enhance functionality, Statutory Reporting |
|
| Redesign of a rescued On-Premise solution to improve statutory reporting to funds provider. | |||||
| Small Business | Property & Construction | CRM Customisation | D365 CRM Online |
Excel templates, Sales Management, Property Management |
|
| Configuration of integrated Excel pivot templates that showcase the available properties to specific partners, converted into pdfs for easy distribution. | |||||
| Medium Enterprise | IT Services | CRM Customisation | D365 CRM On-Premise |
Extend/enhance functionality, Workflows & Business Process, Customer Service, Sales Management |
|
| Customer introduced new business processes and rules for their customer service and sales management teams. | |||||
| Govt. Dept or Authority | Govt - Local | CRM Customisation | D365 CRM Online |
Property Management, Lead Management, Sales Management, Stakeholder Management, Workflows & Business Process |
|
| Customer modified their business model to accept leads and sales enquiries indirectly from 3rd parties and referrals, rather than purely direct sales. CRM needed to be modified to reflect this relationship model and lead source, with additional business process logic. | |||||
| Large Enterprise | Travel | CRM Customisation | D365 CRM Online |
Sales Management, Stakeholder Management, Extend/enhance functionality, Workflows & Business Process |
|
| Extension of CRM to incorporate more extensive and complex product structures and territory reporting within the sales teams | |||||
| Small Business | IT Services | CRM Customisation | D365 CRM On-Premise |
Workflows & Business Process, Order Management, Excel templates, Lead Management |
|
| Customer received Leads from their supplier via complex Excel spreadsheets via email, containing lead information, product bundles and agreed pricing, which needed to be extracted and Lead records created and assigned. | |||||
| Medium Enterprise | Import, Transport or Distribution | CRM Customisation | D365 CRM Online |
Data Migration (extensive) |
|
| Customer wanted to import additional sources of contact details (such as Outlook) into their CRM, which required data cleansing and deduplication to ensure a clean contact database. | |||||
| Medium Enterprise | Import, Transport or Distribution | CRM Customisation | D365 CRM Online |
Data Migration (extensive) |
|
| Customer's existing rescued CRM solution required extensive data cleansing and de-duplication, as the previous solution had not enforced any rules. | |||||
| Medium Enterprise | Import, Transport or Distribution | CRM Customisation | D365 CRM Online |
Sales Management, Extend/enhance functionality, Workflows & Business Process |
|
| Introduced sales management processes to a rescued CRM solution. | |||||
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.
"*" indicates required fields
Our thinking
Leveraging your investment in CRM
You’ve invested effort and dollars in getting a CRM into your business, so now you have to make it worth your while and extract maximum value. The opportunities are there for the taking. You might not want to hear this, but [...]
Is your business too small for a CRM?
Ever wondered whether your business is the right size to get value out of an investment in CRM? That’s something only you can answer. The reason is, it’s not about size, it’s about growth, and the symptoms that surface as a result. [...]
CRM Customisation. Who needs it? YOU DO.
Researching which Customer Relationship Management system is right for you? It’s tough isn’t it? Cutting through the marketing hype and getting to the crux of which CRM does what – it’s challenging and confusing and probably making your brain hurt. What’s more [...]