Business Situation

FI-TS was unhappy with the legacy CRM solution in its sales department. It was not integrated with Outlook nor with the processes of the other departments: service management, complaint management and marketing had no view of sales related customer information. The Workers Council were also concerned about the existing tool’s level of security.

Solution

Working with FI-TS, Avanade migrated all data regarding customers, activities and opportunities were migrated from the existing solution to Microsoft Dynamics CRM 4.0. The system was configured to allow the complaint management department to view and, consequently, manage all complaints and the service management department to manage all service contracts.

Results

Implementation of Dynamics CRM at FI-TS has led to high usability primarily due to user’s familiarity with the Microsoft look and feel, and the native integration to Outlook. Further, a detailed security concept defined roles and ensured the correct level of access for each user realized in one solution to allow sales, key account management, marketing, complaint management and service management have shared views on the customer.