In order to reference customers who regularly subcontract analysis to their laboratory, Pasteur Cerba had been using a customer relationship management tool that now was now 10 years old. This solution was not very flexible and no longer able to fulfill the aims of the laboratory i.e. to have a consolidated overview of customers and access to data warehousing information, such as case histories.
Following an initial selection from the responses, the final decision was made on the basis of solution models supplied by the remaining providers. Avanade was selected to provide the technical expertise required to deliver the preferred solution, Microsoft Dynamics™ CRM 4.0.
The project was launched in March 2008 and Avanade initiated a detailed assessment of all the requirements, to ensure the solution met the business specifications. A proven software development methodology known as "Rapid Application Development" (RAD) was used.
Avanade designed interfaces between the existing system, CRM and data warehousing. Subsequently, the sales team now has access to about 20 indicators and also can view daily reports on customers' operations. The project was completed in only 6 months. In addition to giving members of the sales team the customer visibility they required, managers also have a better view from which to monitor sales results.