Business Situation

CH2M HILL comprises 12 business units staffed with dedicated business development resources. Over the years, the business units adopted various tools and systems to support client relationships and sales activities, including two external vendors and a variety of internally developed tools. These disparate systems also created data silos that made it difficult to gain an enterprise-view of client information and sales opportunities.

Without a centralized customer or contact management system, selling into the company’s strategic accounts was sub-optimized when multiple business units were involved. Providing aggregated opportunity data to the CH2M HILL decision makers had become a labor-intensive process that did not support the making of timely, informed decisions around the new business portfolio.

Solution

To fill the productivity gap, the CH2M HILL management began searching for an enterprise-wide customer relationship management (CRM) solution that fully integrated lead, account, opportunity, and contact management within a global projects-centric, service-oriented business environment.

After gaining insight from Gartner, CH2M HILL sent out a request for information that drew responses from a variety of vendors including Microsoft. CH2M HILL selected Microsoft Dynamics CRM 4.0 for its expanded global capabilities and opted to replace three legacy systems with an on-premise deployment of the Dynamics CRM sales module.

Results

• Account and contact visibility
  boost sales effectiveness
• Historical data enables ROI analysis
• Standardized tool fuels future growth
• Microsoft platform leverages existing infrastructure and usability