Servcorp Gets Connected With Microsoft Dynamics CRM Online
CRM deployment first part of multi-year modernisation program
Sydney, Australia – 5 June, 2013 – Servcorp, the world’s leading provider of Serviced and Virtual offices, turned to Microsoft’s cloud-based Dynamics customer relationship management (CRMOL) to help deliver better customer experiences, lower churn an provide a more comprehensive view of its business.
“Microsoft Dynamics CRMOL is the first part of a multi-year modernisation program to ensure that our business processes and information systems are current and continue to be a strong source of competitive advantage,” said Matthew Baumgartner CIO, Servcorp. “A key reason in our strategic decision to adopt the Microsoft business solution was the ability to build and customise the platform to fit our specific needs.”
Previously, Servcorp’s customer relationship management (CRMOL) system was developed in-house and had grown organically and reached a point in its life cycle that from a business perspective it no longer made sense to maintain or invest in the platform. The company evaluated two other vendors from the Gartner Magic Quadrant but made the decision to adopt Microsoft Dynamics CRMOL as it felt it was the best fit for the business to become more customer centric.
“Microsoft Dynamics CRMOL includes a familiar user interface, a flexible development platform and interoperability with other Microsoft technologies, including Microsoft Office, which has greatly contributed to increased user adoption. We have also benefited from an experienced and knowledgeable Microsoft partner, eSavvy,” said Mr. Baumgartner.
Other key benefits following Servcorp’s deployment of Microsoft Dynamics CRMOL include:
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Application support costs have decreased significantly enabling the company to eliminate a number of fulltime employees focused on the support and maintenance allowing it to reinvest these employees to other critical areas in the business; and
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Employees have become more agile and responsive to customer enquiries which have improved efficiency and customer service response times.
As part of the worldwide roll out, Servcorp undertook a change management program to ensure company-wide adoption. A group of employees championed each theatre and provided input and feedback on the various CRM prototypes which proved invaluable in determining what was and wasn’t going to work in light of the previous highly customised platform.
“With the change management program, we distributed an in-depth user guide, weekly internal newsletters and web based training sessions over a four week period. We also set up a demo environment for employees, with a tight feedback loop so we could produce useable working code in short successions to improve the new platform,” said Mr. Baumgartner. “As a result, the CRM system has become a single point of entry for all sales and customer related data with nearly every department in the organisation using the CRM system – 600 employees worldwide.”
“Servcorp is a great example of how Microsoft Dynamics CRMOL has helped their employees be more productive by enabling greater collaboration and streamlining of processes,” said Thomas Gudman, Director of Dynamics, Microsoft Australia. “Customers consistently tell us they select Microsoft Dynamics CRMOL over competing solutions because of its broad capabilities, powerful process management features and familiar user experience.”
To help create a culture of stronger collaboration and communication worldwide, Servcorp is also planning to deploy Microsoft Office 365, powered by Microsoft Exchange Online, Microsoft SharePoint Online and Microsoft Lync Online, to its 1000 employees.
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Servcorp is the world’s leading provider of Serviced and Virtual offices. The company operates in 130 business centers in 52 cities across 23 countries including: Australia, New Zealand, China, Japan, The United States, Singapore, Hong Kong, Malaysia, Thailand, Philippines, India, Turkey, Lebanon, Kuwait, Saudi Arabia, Qatar, Bahrain, United Arab Emirates, United Kingdom, Belgium and France. More information can be found: www.servcorp.com.au
Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realise their full potential. More information can be found: www.microsoft.com.au
