IT Services Company Expands Customer Base, Provides Superior Customer Service With New CRM Solution

Download Now Date Added: May 2010
Format: WORD

This case study discusses Microsoft Dynamics CRM 4.0 that is an automated solution used by Xpress, an IT company, for managing its sales and service operations. This CRM solution is designed to enhance the company's productivity and save sources including time and money. Xpress is a systems integrator company that deals in a range of products and services. In order to better manage its customer relationships and enhance productivity, Xpress sought an IT solution with customer centric business approach. This paper mentions and discusses Microsoft Dynamics CRM 4.0 that can join sales and service operations on a single platform. With this solution, the organization has developed better support to its customers, shortened the sales cycle, and eliminated unplanned costs. This paper discusses the benefits of company from automated workflows, 15 percent closure rates, and increased sales pipeline growth by 10 percent. Various benefits, features, and advantages of using CRM are discussed in this article including 24 x 7 real time updates that save 30 man-hours every month, easier lead tracking that improves closure rates, enhanced customer retention, and increased productivity with workflow automation. This solution also facilitates intelligent alerts that help out in quicker response to all service requests. It has helped the organization in reducing data entry time that has improved response time and lower costs.