How CRM Managed Service Is Helping These 3 Businesses
A CRM system should be in a continual state of change and development.
If not, this will be at risk of stagnating and punching beneath its weight in terms of delivering value for the organisation.
If you have quickly deployed Microsoft Dynamics 365 / CRM with minimal customization, or if your implementation was the result of a project spanning several months, the 'go-live' event is an important milestone rather than the end of the project.
Further events will occur including user requests for CRM changes, new releases that will impact your processes, new team members to train, wider CRM functions that can be implemented to benefit the business as well as adapting CRM to respond to changes in your market.
What do you have in place to react to these frequently encountered scenarios?
Successful organisations don’t pull up the drawbridge on CRM investment when their system is released to users.
Rather than sitting back hoping positive results will happen they take proactive steps to make sure efforts are translated into tangible success.
One action is to partner with a CRM specialist and utilising their consultancy services to bridge gaps between your technology, your people and your business processes.
Having a managed service agreement is an important resource as it provides dedicated CRM resources enabling businesses to keep pace with technology change and be responsive to user requests.
Managed agreements are also crucial as they help organisations deliver the next steps in their CRM implementation.
Carrying out a fairly small-scale initial CRM implementation that focuses on quick wins and minimises upfront cost is a popular strategy. With early payback achieved attention will quickly focus on embedding CRM more widely throughout the business and maintaining momentum with the project.
Managed service agreements help database administrators and other CRM stakeholders achieve this by developing Microsoft Dynamics beyond the first roll-out of CRM.
The agreement included a bank of consultancy hours which are determined by the organisation at the outset.
This can be as few as 1 hour per month (12 hours annually), or as many as 500+ CRM hours annually based on the size of the project and the anticipated requirements.
Inclusive hours can be allocated on-demand as needed. This can include delivering the next phase in a CRM implementation, extending its scope, implementing user change requests, developing new CRM reports, integrating marketing automation, scheduling user training or configuring new features.
Preact is often contacted by businesses that have implemented Microsoft Dynamics 365 / CRM but are struggling to unlock its full potential. In some instances they have managed CRM in house, while others had been working with a CRM partner but saw limitations in their approach often citing escalating costs, missed deadlines or insufficient CRM resourcing.
If this sounds similar to your own situation we'd be delighted to hear from you and share more detail about our manged CRM service for Microsoft Dynamics.
Source Telecom, an independent telecoms broker had implemented Microsoft Dynamics but their partner was unresponsive when it came to offering CRM advice and implementing their requests.
Upon partnering with Preact, the company quickly saw an improvement as their Business Account Manager, Laura Fowler explained in a recently published case study:
"At the outset, our management team met with Preact to share our plans for Microsoft Dynamics and agree an action plan. This was a good forum in which we could share the CRM challenges we’d experienced, and tell them what we wanted to achieve.
We were encouraged by the experience that Preact contributed to these initial conversations which did a lot to shape our CRM strategy and it helped us to agree on the immediate work to be carried out.”One of the most important improvements that we wanted was to join up our processes from receiving an initial lead through to order processing. These were reliant on manual intervention which made them liable to failure at various points. Today, the entire process is handled within Microsoft Dynamics which is a complete transformation from where we started!”
Preact also helped Source Telecom save time across their business by integrating CRM with their Sage 50 system and gain clearer insight into their process which is helping to drive quicker, more informed decisions.
"Compared to our previous supplier, Preact has been far more responsive and demonstrated a ‘can-do’ approach whenever we’ve asked for changes to be made to the system. Our discussions are always consultative which has helped us understand just how much is possible in Dynamics." continues Laura.
"We have a managed service agreement which means there is always someone we can speak to whenever we have CRM questions, and we are able to schedule time when we want to make changes to improve the system. Preact’s approach and advice helps us make best use of our managed service and it’s enabled us to determine the best solution for making continual improvements to CRM."
In another example, Preact is working with Children's Food Trust, a UK charity promoting healthy eating. Their data developer, Lee Mather explained:
"Our previous partner had done a good job of implementing Microsoft Dynamics and we were satisfied with the work they’d carried out but we’d reached a stage when it was clear that we needed a more agile partner to support our development of the system. We needed to work with a company who would be more responsive and have the capacity to implement our changes quickly.
In a fairly short time we built a strong working relationship with Preact. We're able to deal with new issues and CRM requirements far more quickly thanks to their capacity and their approach.
Previously, we were working to very uncertain timescales but now there is a lot more certainty once we've spoken to Preact. In a lot of cases we've seen new requirements implemented within a week. Put simply, we know they'll get the work done."
Global brand, STIHL chose Preact's managed service help them improve their CRM knowledge and open up more Microsoft Dynamics functions as their IT analyst, Jamie Eyton-Jones commented:
“As a customer we know we are demanding and we need our partner to step up to the mark. Preact has done just that. We sought a partner that would have readily available CRM resourcing. With Preact we can easily pick up the phone and ask any question about Microsoft Dynamics without there being any awkward issues.
Preact has really opened us up to the world of what is possible with Microsoft Dynamics for the needs of the business. From the outset they’ve been willing to engage and explain what they do.
With our desire to be fairly autonomous their managed service is working well for us. We can arrange triage calls to discuss new CRM requirements and use their phone support line to answer general user questions."
These are just three CRM stories from customers that have reaped the CRM benefits of partnering with Preact.