SKILLED originally implemented a Salesforce.com (SFDC) CRM system to manage sales execution for the branch network and sales executives. This system was configured in-house, was not integrated with other IT systems and lacked the flexibility and mobile capabilities needed to support a distributed workforce. A second component of the project is to implement a centralized customer service center which requires telephony integration and a single view of customer in order to deliver a personalized service experience. The existing SFDC system required extensive customization to meet these requirements and carried a large cost overhead.
SKILLED looked to the market in order to assess alternate platforms that would fit with their strategy to deliver integrated sales, marketing and service, that could deliver the outcomes needed with configuration only and a vendor’s ability to be agile in the delivery approach.
"We selected Avanade as they were able to help us take advantage of the benefits of Microsoft Dynamics CRM in the cloud through a combination of market-leading cloud vision, industry insights and business acumen and delivery skills."
Avanade implemented a configurable solution using agile methods and Avanade Intellectual Property to accelerate migration and delivery of a roadmap to integrate Microsoft Office 365. The project end to end was delivered in under four months using a blended team of Avanade onshore and near shore teams, SKILLED IT & business resources and support from Microsoft to validate the solution and provision Dynamics CRM Online environments. This included proof of concepts to demonstrate how the platform could meet SKILLED needs and was followed by an agile project to configure sales processes, customer master data, integrate telephony systems, migrate all data from SFDC to Dynamics CRM Online and deliver training material to support the sales organization.
SKILLED now have a common platform across all their branches across Australia to manage their customers and opportunity pipeline through Dynamics CRM. The solution allows SKILLED to have a 360 view of their customer and their sales velocity through Dynamics CRM reports that were delivered in the solution. Accurate forecasting and reporting of Sales and Revenue is now available as a component of the Dynamics CRM solution.
Dynamics CRM 2015, which is a cloud hosted solution, reduces SKILLED reliance on data center hosting providers and the cost of maintenance associated with an on premise hosted solution. With Dynamics CRM implemented, SKILLED are now able to deliver a personalized service experience to prospective customers, existing clients and contracted workers. They are also now able to rigorously execute their sales strategy with targeted marketing campaigns that better supports the sales team and provides flexible and effective management reporting in order to drive sales excellence.