DELIVERING EXCEPTIONAL CUSTOMER CARE

REAL WORLD SCENARIOS

Volume 1Cases 1 - 4

BUILDIng THE FOUnDATIOn

STREAMLInIng SUPPORT CASES

gAInIng A COMPETITIVE ADVAnTAgE

knOwIng yOUR CUSTOMER

wInnIng THE HEARTS OF yOUR CUSTOMERS

Delivering exceptionalcustomer careone of the biggest challenges companies face is meeting

rising customer expectations in a competitive marketplace.

customers today, expect to get more for less; and if they

don’t get it, they’ll move on to a company that can give it

to them. Because of this, executives struggle to find the

balance between lowering operational costs and meeting

customer demands.

Delivering exceptional customer care while growing

revenue, is possible with the right combination of

people, processes, and technology. to win the hearts of

your customers, you must first win the hearts of your

employees. they are the front lines in that moment of truth

when customers are deciding whether or not to continue

their relationships with you. By giving them familiar and

easy-to-use tools, they are able to deliver consistent,

efficient service that enhances customer loyalty.

the following case studies illustrate how columbus has

helped many companies address these issues using

microsoft Dynamics together with appropriate tools from

the columbusServices solution set.

Case 1:Building the Foundation

Issue

an automotive manufacturer was on a 30 day time crunch

to establish a foundation for their call center processes.

they wanted to streamline case resolution to resolve

customer issues quickly and accurately, boosting both

service effectiveness and customer satisfaction.

Problem

originally the manufacturer aimed to use a custom crm

solution to replace the system their parent company

provided. after finding out that the custom application

would not be ready within the timeframe that they

needed it, they were forced to find another solution that

would not disrupt customer relationships within their call

center. if they could not find a solution in time they would

be forced to manually track customer tickets, resulting

in bad data capture, poor customer follow-up, and an

increased workload for call center agents.

Remedy

using microsoft Dynamics crm, the company was able to

implement and customize the solution as well as provide

training to its call center team, all within 30 days time.

current call center activities were not disrupted but

improved upon. the new solution was strategically

aligned to the company’s unique business requirements.

they are now able to provide efficient, responsive

customer support while keeping costs down and under

control.

Benefits

once microsoft Dynamics crm was deployed, several

benefits were realized:

call center staff are able to open, track, and resolve

prospect and customer cases effectively and

efficiently.

customer history, vehicle information, and cases are

now recorded with the ability to enter notes so other

agents have a comprehensive view of the customer

in future interactions.

a relevant view of customer information enables

the call center to consistently solve customer

issues with the right answers, while offering

services that best fit the customer.

prospects can be entered as leads allowing the

sales and marketing teams to transform them into

a successful sale.

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Case 2:streamlining support cases

Issue

a global staffing company employed approximately 300

help-desk analysts to support the company’s 23,000

employees. they were responsible for addressing

approximately 18,000 support requests per month for

software, computer, and mobile issues.

Problem

after 11 years, the software they were using for support

had become unstable and challenging to manage. the

company assessed their options and reviewed the future

goals and objectives of the help desk. the assessment

revealed that the majority of support engagements took

place over the phone. the company wanted to change this

in order to make the process more self-serving in efforts to

reduce the time and resources spent on each request.

Remedy

after reviewing several options, the company decided

on microsoft Dynamics crm. it allowed for a familiar user

experience and was easy to align with common business

tools such as microsoft Word, outlook and excel. the

company also planned to implement microsoft lync server

in order to provide more efficient communication in a

number of ways.

Benefits

the company now has a streamlined, reliable, and highly

automated help-desk management solution that:

allows employees to search through a broad

knowledge base run by routing workflows before

logging support requests in order to solve problems

independently.

enables 75% of all service inquiries are now

performed in a self-service manner - the opposite

of what was done prior to implementing microsoft

Dynamics crm.

With lync server, help-desk specialists and

their internal customers around the globe can

communicate through chat and easily exchange

information within a single application.

empowers the same 300 person help-desk team, to

handle 15% more support tickets that in the past,

improving the user experience.

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Case 3:gaining a competitive advantage

Issue

a mid-market bank was hit hard by the economic

downturn, and wanted to proactively plan for a recovery. in

order to gain a competitive edge once the economy turned

around, they knew they would need to rely on technology.

they wanted a customer relationship management (crm)

solution to strengthen existing relationships and capture

new business.

Problem

a crm system would give customer account managers

one-stop access to customer information, helping to

build relationships more effectively. However, the bank

wanted more than that from a crm system. they wanted

something with flexibility that they could implement and

bring to market quickly.

Remedy

the bank compared two leading solutions that included

a software-as-a-service (saas) package and microsoft

Dynamics crm. they determined that they needed more

than just a tool for contacts. they wanted their developers

to be able to enhance the solution rather than using just

the basic out-of-the-box features. the bank decided to

go with microsoft Dynamics crm for tits flecibility and

ability to integrate with their existing operations and

infrastructure.

Benefits

adopting microsoft Dynamics crm allowed the bank

to customize all aspects of the solution to fit the many

internal departmental needs, ultimately increasing their

competitiveness. they have experienced a multitude of

benefits including:

a complete view of customers to help the sales

team boost cross-selling

customized reports and pipeline tracking help boost

profitability and competitiveness

Workflows reduce time to approve loans

easy customization reduced the banks

time-to-market

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Case 4:Knowing Your customer

Issue

a minor-league sports club relied on manual processes to

track customer information, ticket sales, event planning,

and order fullfillment. With an average of 570,000 ticket

sales a year, providing personalized services to each fan

was a daunting task.

Problem

Without a system to tie customer contact information to

sales history and accounting, the club could not create

targeted marketing campaigns or gain insight into

their customers. they needed a way to become more

sophisticated by gaining complete visibility into customer

information. When sales contacted customers they needed

to be able to identify their interests, and serve them as

best as possible.

Remedy

to address these issues the sports club deployed

microsoft Dynamics crm. they provided the solution to

30 employees in the front office and migrated all contact

information from their legacy crm system into microsoft

Dynamics crm. the club found that the flexibility of the

system allowed them to tailor the solution to the needs of

their customers.

Benefits

the company is now able to respond to their customers

immediately, and at the same time the internal processes

to fulfil ticket sales have been streamlined. they have

experienced improved data accuracy in the reporting

processes and increased confidence in forecasts.

the sales team can now easily track the interests of

customers and provide better service. personalized notes

can be associated with each account so that when a

sales representative is on a call, they can quickly get up to

speed on the customer. they are able to better identify

sales opportunities, ultimately helping them know their

customers a little better.

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columbusServicesthe issues and challenges presented here and many more

are addressed by columbusServices. We’ve developed

deep industry expertise in meeting the unique needs of

service organizations across an array of industries including

entertainment, marketing and advertising, financial services,

manufacturing, and other demanding disciplines.

columbusServices helps service organizations achieve better

control of processes and improve the ability to exploit new

business opportunities. this powerful solution brings your

people, operations, and project management processes

together to help manage the complexities of a global

network. our solution takes a holistic focus, taking into

account both administrative and operational requirements.

this ensures that information sent to the employee in the

field, is also used for billing and monitoring, projects, and

contracts.

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columbusServices allows you to utilize the solutions and

functionality you need. to learn more about the various

components, visit www.columbusglobal.com/us

> Microsoft Dynamics GP and Dynamics SL

> Microsoft Dynamics CRM

> Columbus BI (Business Intelligence Software)

> Columbus Development (SharePoint Services)

> Integration Tools

> Columbus SureStep+

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introducing columbusSureStep+at columbus, we have the very best people working

with our world class solution to ensure your success. our

proven SureStep+ methodology ensures a faster and less

expensive implementation.

a successful implementation means:

> Your business will be able to reap the rewards of

your new solution with value delivered early

> Your project will be delivered on time

> Your project costs will be managed with no

unforeseen overspend

> Your users will be proficient and excited about their

new solution

> You will improve the operational efficiency and

increase the competitive advantage of your

business

SureStep+ has been developed from years of product,

industry and implementation experience. We have taken

the standard microsoft sure step methodology and

significantly enhanced it based on over 6,000 columbus

projects.

SureStep+:

> Ensures that all member of the implementation

team are aligned and working towards the same

goals and expectations

> Ensures that everything is well documented

> Includes a number of different project types so

that your implementation methodology fits your

implementation

> Is a methodology that Columbus uses across all the

40 global offices to ensure consistency

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AbOUT COLUMbUS:

columbus currently employs over 1,000 dedicated professionals working out of

41 offices in 21 countries. With more than 20 years experience and 6,000 successful

implementations, microsoft recognizes columbus as a top global partner and has

presented the company with virtually every award and certification available.

’Columbus’ is a part of the registered trademark ‘Columbus IT’

For more information on columbus, our client’s experiences

and our solutions, please visit www.columbusglobal.com/us

the columbusServices real World scenario series

DELIVERING EXCEPTIONAL CUSTOMER CARE

REAL WORLD SCENARIOS

Volume 1Cases 1 - 4

BUILD THE FOUNDATION

STREAMLINE SUPPORT CASES

GAIN A COMPETITIVE ADVANTAGE

kNOw yOUR CUSTOMER

wINNING THE HEARTS OF yOUR CUSTOMERS

amplifying your sales

real WorlD sCenarios

Volume 2Cases 5 - 9

iMPROVE sALEs PLANNiNG

AUTOMATiNG LEADs

MANAGiNG OPPORTUNiTiEs EFFECTiVELY

LEVERAGiNG MOBiLE PRODUCTiViTY

iMPROViNG DECisiON MAKiNG

MANAGiNG YOUR PiPELiNE wiTh PRECisiON

optimizing marketing efforts

reaL WorLD sCenarios

Volume 3Cases 10 - 14

improVing lead generation

driVing marketing effiCienCy

managing Campaign lifeCyCles

email marketing

measuring suCCess

transforming marketing CommuniCations

Volume 1cases 1 through 4

Volume 2cases 5 through 9

Volume 3cases 10 through 14