Microsoft Dynamics CRM Implementation Case Study

We had a problem with all of the different data for our contract management and monetary management being kept in scattered Excel workbooks. By introducing Microsoft Dynamics CRM, we were able to consolidate our customer data, improving our work efficiency and the quality of our customer service.

At Relo Financial Solutions, a company that provides financial services to insurance agencies and individuals, all of the data related to contract management and monetary management was managed through Excel. As each employee managed their own individual data, there were discrepancies in format and content, and the data was scattered, separated by the type of contract and the type of business. This meant that it took time to search through the data, and work inefficiency became an issue.

With the expansion of our company and the increase in our number of employees, the number of Excel formats increased, making management even more difficult. These circumstances made the need to change our system ever more urgent, and in June of 2010, we began looking into specific courses of action. We estimated that improving efficiency behind the scenes would shorten the amount of time needed, so another of our major aims was to spend a good deal of that time formulating an offensive business strategy.

In the process of selecting a product, we looked into packages that were geared towards insurance agencies, but our primary concerns were compatibility with the existing Excel files and an interface that would be easy to learn, so we ended up selecting Microsoft Dynamics CRM.

The project began in November 2010, and the system implementation was complete within approximately 10 months. Now our 20 business managers all use Dynamics CRM. By consolidating our customer information, we were able to make the process of accessing the necessary information quick and easy. Making use of the search function and progress management function has made our business even more efficient, but it has also helped to improve customer service.

In addition to having a familiar interface, we were provided with ample training and manuals, allowing us to make the transfer to using Dynamics CRM smoothly and without any confusion.
At the construction stage, created a unified picture for all of our businesses as far as possible, and in order to prevent differences in usability, we ensured that all users would be able to carry out their duties even across businesses. To allow the use of existing terminology as much as possible, we made it so that users could input entries in an intuitive manner.

User feedback following the system replacement was positive, and Dynamics CRM became established right away. With the consolidation of our customer data, we were able to enter the next phase, where the accumulated data could be analyzed and the results could be reflected in future business strategy. I believe that this system can be used to help us take the offensive position, as was our initial aim. Also, a portion of our management work still remains in Excel, and I would like to transfer it to Dynamics CRM as quickly as possible.