Business Situation

O.C. Tanner was looking for a smart, flexible CRM solution that would support the way they want to serve their customers and run their business. They needed to give field sales and customer services personnel the tools to better understand their customers and be more productive.

Solution

The Avanade team partnered with O.C. Tanner to deliver a cost-effective, easy to use CRM solution, on time and on budget, that ensured improved customer relationships and better insight to their customer interactions.

Avanade designed and deployed an enterprise CRM solution for O.C. Tanner, integrating Microsoft Dynamics CRM 3.0 technology with the customer’s existing application investments. This approach provides a complete and consistent view of the customer to transform every point of customer interaction into an enhanced customer experience for more than 400 O.C. Tanner field sales and customer services personnel within their call center.

This strategic CRM platform sets the stage for continuous growth and improvement in O.C. Tanner’s customer service and operational efficiency.

Results

Avanade implemented the Enterprise CRM for Customer Care solution for O.C. Tanner. This solution has given O.C. Tanner better insight into their customers that allows them to improve service and productivity while enhancing operational visibility through streamlined reporting. They have also gained additional efficiencies from streamlined business processes, automation of repetitive work tasks, and overall improvements in call handling.