Customer Solution Case Study
/ / IT Services Company Improves Efficiency, Enhances Productivity by More Than 50 Percent
Overview
Country or region: India
Industry:IT Services
Customer Profile
Godrej Infotech Ltd is a provider of high quality and cost-effective IT consulting and software services to organizations in India and the Middle East. The company employs over550 personnel across six offices.
Business Situation
Godrej Infotech was an e-CRM solution developed in-house. However, the system did not have a centralcustomer databaseorstandard business processes procedures to interact with customers. The result was longer sales cycles and highernotional costs.
Solution
Godrej Infotech deployed Microsoft Dynamics™CRM 2011 to streamline business processes, and help improve efficiency and revenues.
Benefits
Redefines operational excellence
Improves frontline efficiency and effectiveness
Reduces reporting time by more than 50 percent
Increases user adoption rate / “By adopting Microsoft Dynamics CRM, we have developed a more structured, holistic approach that presents a competitive advantage and promotes sustainable, profitable growth.”
Ajay Pimparkar, Chief Executive Officer, Godrej Infotech Ltd
To drive continuous growth, Godrej Infotech Ltd (GITL) adopted Microsoft DynamicsCRM 2011, replacing its in-house developed e-CRM solution. The key driver was to adapt a best-in-class solution, whichwould provide access to customer information with dashboards and reports tailored to meet the unique requirements of the company. Microsoft Dynamics CRM has now enabled Godrej Infotech to follow best practices thatstrengthen business development and improve agility. The solutionhas enabled GITL to cut reporting time by more than 50 percent.
Situation
Godrej Infotech Ltd (GITL), formerly a division of Godrej & Boyce Mfg Co, is a software services and consulting company, providing a wide range of IT solutions covering software development and ERP implementation and support services. Headquartered in Mumbai, Maharashtra, it has sales offices in Delhi, Pune, Chennai, Bangalore, Sharjah, and Dubai.
GITL was using an in-house developed Customer Relationship Management solution, e-CRM, with Microsoft SQL Server 2005 as the backend database running on Windows Server 2003. With time, the homegrownCRMsolution could no longer be supported. It had shortcomings that the company found necessary to overcome.
The adoption was low because of lack of flexibility and absence of a centralcustomer database. This led to duplicate or inaccurate customer profile information and several master data issues, resulting in inaccurate data for decision-making. "We had to invest a substantial amount of time looking up information from innumerable databases. More than 40 percent ofour endeavorswould get stuck at some point because of mismatched master data and the absence of standard processes," clarifies KP Vinod, General Manager, Microsoft Business,GITL.
In addition, the system lacked a reporting mechanism. It was a time consuming and daunting task to prepare reports on key business metrics.
Longer sales cycles, inaccurate sales opportunity forecasts, difficulty inidentifyingobstacles, inability to quickly visualize the business key performance indicators (KPIs), absence of a comprehensive overview of the business from marketing results and sales performance were some of the drawbacks that adversely affected the business at GITL.
Solution
To revamp the inept and ageing IT systems and processes at the company, GITL designed its new CRM strategy for future growth. Itwanted to move to a CRM solution that requiredless customization and supported the company's long-term vision. Impressed with the 360-degree customer view and flexibility offered by Microsoft Dynamics CRM, GITL decided to implement the same. "We decided to deploy Microsoft Dynamics CRM 2011 partly due to hi-tech functionalities embedded in it to fit business requirements, and partly to improve user adoption due to a familiar look and feel of the solution," says Ajay Pimparkar, CEO, GITL.
GITL, Microsoft Dynamics’ partner in India, deployed the solution at its head office in Mumbai in April 2011.The solution went live within a short period of five weeks and the modules covered included sales and marketing.
The solution directly generates weekly, monthly, or yearly sales performance reports. These reportsalso classifyopportunities by product. In addition, information such as marketing closed date with respect to forecast date, etc, is available, which helps realistic forecasting.
Besides this, dashboards and reports are configured and customized for a real-time view of the sales funnel, including forecasted and actual revenue for a given period. The dashboards furthertrack the top opportunities and key sales performers. For each sales person, the solution tracks the targets versus achievement. Managers can slice the data by sales person, leads, and opportunities.
Portal integration is another important aspect where the 'Contact Us' page integrates with Dynamics CRM to capture and generate leads directly, turning it into a highly effective sales and interaction mode. Additionally, the ability to access CRM via mobile phones helps the sales team to immediately generate leads and later upgrade, qualify, and assign the same.
Use of Form level and Field level security features has been invaluable in facilitating a focused approach for employees.
Benefits
Microsoft Dynamics CRM aligns with the organization's long-term strategy and produces a broad spectrum of results. It drives growth, helps to increase revenue, and boosts customer satisfaction.It also enablessignificant savings in operating costs.
Redefines Operational Excellence
Dynamics CRM has reshaped business processes to meet customer expectations. Standardized processes have redefined operational efficiencies. The customer interaction and proposals are being tracked by a 6-stage process of converting an opportunity to an order. A few minutes of training updates the new team and allows themembers to continue interaction from the same stage. "We have observed an increase in revenues by improving the lead to opportunity conversion rate by more than 75 percent and closing more sales," says Ashish Pandey, All India Sales Head, GITL.
Improves Frontline Efficiency and Effectiveness
Dynamics CRM balances effectiveness and efficiency by enhancing service levels and reducing costs and errors. It deploys new channels to reach new customers, penetrates under-served segments, shortens the sales cycle, and empowers employees to best serve the customers. “The sales team can now track their opportunities and the team leaders and management areable to get a complete view of these opportunities at the relevant stage in the sales cycle. Thisenablesamore focused approach towards sales closure. Further, the data also helps in defining an appropriate marketing campaign for relevant sectors and regions,” says Kingshuk Chatterjee, Global Head, Sales & Marketing, GITL.
Reduces Reporting Time by More Than 50 Percent
Microsoft Dynamics CRM allows rolling out dashboards that let the management drill down into information, replacing theerstwhile spreadsheet reports. Reports on key business metrics are generated faster with the help of SQL Reporting Services―within a few minutes by using the report wizard. One of the splendors of the solution is the drill down functionality available within the reports. Overall, this has reduced reporting time by more than 50 percent.
Increases User Adoption Rate
Familiarity in look and feel to Microsoft Outlook attracts users, resulting in rapid adoption of the Dynamics CRM solution. As Hemant Savla, Project Manager, GITL says, "Integration with Microsoft's Office Outlook, one of the most popular email platforms, has drawn many users to the new solution. It offers an easy way to access information about clients, pipelines, opportunities, and leads from the same environment.” Moreover, it is flexible, configured as per GITL’s requirements, and can be used online as well as offline via Internet Explorer (intranet and internet).
Microsoft Dynamics
Microsoft Dynamics is a line of integrated, adaptable business management solutions that enables you and your people to make business decisions with greater confidence. Microsoft Dynamics works like familiar Microsoft software such as Microsoft Office, which means less of a learning curve for your people, so they can get up and running quickly and focus on what’s most important. And because it is from Microsoft, it easily works with the systemsthat your company already has implemented. By automating and streamlining financial, customer relationship, and supply chain processes, Microsoft Dynamics brings together people, processes, and technologies, increasing the productivity and effectiveness of your business, and helping you drive business success.
For more information about Microsoft Dynamics, go to: