Transportation Solutions Provider

This customer chose HCLTech as their implementation partner for Microsoft Dynamics CRM 2013 Online. Their core objectives for implementing Dynamics CRM were lead, account, and opportunity management; reporting and analytics; marketing; goal setting; and 360-degree views of their clients. Their focus was to roll out the new platform for all of their U.S. sales representatives.

The customer wanted to utilize lead, opportunity, and account management to focus on appointment synchronization with the Outlook client; have the ability to track customers and contacts by different classifications; and have smooth account transition management in CRM. Their idea for creating 360-degree views of their customers was to easily be able to see customer appointments, contact history, and marketing campaigns that were associated with each customer. For Marketing within CRM, the customer needed functionality for campaign management, lead importing from two core databases, targeted communications, and social aspects. Additionally, they wanted to scope goal setting to create a quarterly and daily view of metrics; have product focus targets and categories; as well as portfolio management within their CRM system. Reporting and analytics were key to this implementation, and would include dashboards, pipeline analysis, opportunity tracking, revenue, and other key reports.

Overall, the project would entail a CRM rollout; data warehouse integration; data migration of Oracle CRM to Microsoft Dynamic CRM; and enabling ADFS for single sign-on functionality. The customer chose to implement Microsoft Dynamics CRM because their previous system, Oracle CRM, was outdated and did not have the mobile functionality that they were looking for. Microsoft CRM was also a more affordable choice for their organization, and would cost less than Oracle CRM over the long run in regards to system updates over the lifecycle of the product. HCLTech helped this customer to scope out a data integration into their Oracle ERP platform as well as utilizing a Windows Server for enabling single sign-on (ADFS).

The three main reasons the client moved forward with the Microsoft CRM platform was the Outlook client integration, web client, and the robust mobile capabilities of the system. This customer is currently utilizing CRM for all of their sales processes, from lead generation to the opportunity close process. They have also set up goal tracking, compensation abilities, marketing features, and a social pane through CRM. Functionality was a big component as to why this organization chose Dynamics CRM—with inline charts, powerful dashboards, system views, and quick find filters, the customer has the capability to pull information on accounts, contacts, leads, and opportunities efficiently.

This customer also went through a data migration with their old Oracle CRM system to Microsoft Dynamics CRM. HCLTech designed and developed data mapping; identifying and correcting outliers; and testing and production migration activities. One of the biggest struggles the customer had before using Dynamics CRM was not having enough storage space for their organization. Now, with their Microsoft CRM platform, the customer has more than enough storage space so they can accommodate the migrated data as well as any ongoing data they may have.