With offices in 25 countries and three business units, it was very difficult to break down those silos and know what PGS was communicating to customers in each part of the business.PGS first installed Microsoft Dynamics CRM in 2007 to try to solve these problems. However, in 2009, when their consultants pulled out of the Dynamics market in Norway they were forced to look for a new supplier. At the same time, PGS wanted to expand the functionality of its CRM system to manage opportunities and the company needed to address performance problems with their CRM infrastructure. PGS also needed to integrate a legacy, proprietary application, called BidBase, so that CRM reports included information about opportunities across the business.
In the Asia-Pacific region, employees were suffering from poor performance when they tried to access the CRM system. Every interaction took too long. The result was low adoption. Previous consultants had not been able to diagnose or fix the problem but Avanade solved it by moving the CRM servers from Norway to Houston. This created trust and built a platform for future projects.Avanade helped PGS develop Dynamics CRM’s built-in opportunity management module so that it could help three of PGS’s core business units deal with these complex business proposals.The third challenge involved integrating data from BidBase, a legacy ship chartering application, into the CRM system. Avanade created custom CRM workflows, a Microsoft SQL Database and .NET software to integrate BidBase with Dynamics CRM.
Avanade has delivered real business benefits for PGS through its Dynamics CRM work: