Business Situation
With Dynamics 2011 version soon expiring, Albert Einstein decided to migrate to Dynamics CRM 2016 for its call center and maintenance unit. This new tool offered new features and integrations with the new Microsoft systems – and would allow the hospital to be up to 30% more agile. The client wanted its sales team to use the Dynamics CRM 2016 Sales module to increase sales, provide pipeline visibility, view the vendors' portfolios and enable them to capture new customers and offline opportunities.
Solution
Einstein turned to Avanade to incorporate an interactive voice response (IVR) system in its CRM system. Avanade was chosen because it understood the client`s business, having already had an on-site team that produced high quality projects. Within five months, we implemented CTI – a process whereby telephone devices exchange customer information via IVR. This made it possible to automate customer identification and provide the operator with customer information instantly.Results
- Increased customer satisfaction: reduced average time of service by 5-10%
- Increased sales productivity: commercial sellers are able to capture opportunities and new customers even outside of Einstein's network, which automatically synchronises with CRM when logged in. They also have access to pipeline with portfolio management – which was previously done manually.
- Continuous improvement: dashboards are available for monitoring and reporting, and reduced training time for operators due to fewer system screens to learn
Learn more about Avanade’s digital sales and service expertise and how engaged sales and service employees working together will drive higher customer loyalty.
