Solution Story
Laundry Solution Provider

Laundry solutions provider leverages dynamics CRM for their sales, finance and service divisions

Background

This customer is a global laundry solution provider.

Challenge

After unsuccessful CRM implementations with two other partners that included solutions that didn’t meet their organizational needs, the customer was in need of a new solution. After thoroughly vetting the Microsoft partner directory, they found PowerObjects. “PowerObjects initially caught my attention by being listed as the highest rated partner in the Midwest,” says their IT Manager. “With our previous partners, there was a lack of technical expertise and the breadth and depth just wasn’t there. After contacting PowerObjects, I felt that their team would be able to meet the needs of our organization and stay within our budget.”

Overall, the customer needed a CRM solution that would provide:

  • Increased efficiency with cutomized workflows and dialogs that streamline and automate business processes
  • Better visibility into the activities of the sales team and allow them to track, manage, and qualify leads
  • A place to centralize and track interactions to improve relationships with customers and prospects
  • The ability for the finance department to better capture and manage customer data, payments, and interactions
  • A customized portal to create and assign cases to allow for efficient service requests
  • CTI integration

Solution

Sales, finance, and service were three departments within their organization that particularly needed an effective and tailored Dynamics CRM solution.

The sales department needed a system that would integrate CTI to help them with cold calling, and they needed access to Dynamics CRM in the field. With the help of PowerObjects, they have centralized their data, allowing them to easily track and qualify both leads and end-user leads that are sent to their suppliers. They also use Dynamics CRM to generate activity reports that are distributed internally to keep the organization updated on sales team activities.

In the past, the organization’s finance department utilized an application to manage their in-house financing services for laundry equipment to laundromats around the country. PowerObjects developed a custom opportunity within Microsoft Dynamics CRM that tracks this financial information. Now their finance department can receive applications from customers who need financing, load their information, easily track loan data, and follow all of the customer’s activity until close.

This makes it easier for the customer to help finance a company’s laundromat.

Their service department provides support to both home users and commercial users. If users have trouble with their equipment, the service team can create cases in a custom portal in Dynamics CRM to schedule service visits nationwide. Customer data auto-populates, making the process efficient and easy to track.

Key Benefits

With Microsoft Dynamics CRM and PowerObjects, the customer was able to increase the efficiency and effectiveness of their sales, finance, and service departments. Being able to centralize and easily access their customer data within the same platform and in the field was a big improvement. “Microsoft Dynamics CRM has allowed more visibility into our sales process, creating more accurate sales processes and information,” says the IT Manager.

Not only has Dynamics CRM boosted the organization’s ability to track and manage all aspects of the sales, finance, and service processes, but it has also helped the organization with internal operations. “PowerObjects helped our organization achieve reliable reporting, keeping our budgets in line and on time. It has really been a game changer for our company,” they add.

Additionally, the custom portal created for the service department has helped improve their responsiveness and customer service. Cases can be created easily and instantly, reducing the amount of time for service requests and simplifying the process of tracking interactions by providing a 360-degree view of the customer.

“PowerObjects has exceeded the needs and expectations of not only myself, but my organization,” says a company official. “We would recommend PowerObjects over any other Microsoft Dynamics CRM partner.”