Using Microsoft Dynamics CRM to Reduce Non-Value-Add Activities at Microsoft

The OEM division is a decentralized group. In the past, this geographic diversity was compounded by the lack of formal Customer Relationship Management (CRM) system. Managing customer information and maintaining productivity became increasingly difficult. Some groups at Microsoft had already adopted one of the Siebel CRM solutions. However, the OEM staff used an informal system of Microsoft Office Excel worksheets, Microsoft Office Word documents, and notes written on business cards. Not surprisingly, such a system did not work well for customers, OEM staff, or Microsoft. To address the needs of the OEM division, Microsoft Information Technology (Microsoft IT) partnered with the OEM division to deploy Microsoft Dynamics CRM 3.0.