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| Case Studies
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Insurance company/Crimson Systems (October 2008)
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Crimson Systems’ client acts as an authorised underwriting agent of a global insurance provider, supplying a range of
construction defects insurance policy products. It required changes in its opportunity management processes and capability, for both sales effectiveness and
regulation compliance improvements. Integration between Microsoft Dynamics CRM and the inhouse underwriting system has lowered administrative overhead
and increased data accuracy by removing the re-keying.
The flexibility of the Microsoft environment will allow the IT department to rapidly and inexpensively deploy customisations
and other integrations.
With the powerful workflow engine, the insurance company is able to monitor progress throughout the sales and fulfilment cycles,
improving adherence to UK FSA regulations.
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Castle Morpeth Borough and Alnwick DC/Microsoft – exclusive interview (June 08)
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Castle Morpeth is the gateway to Northumberland, with the ancient market town of Morpeth at its centre. The borough
comprises a mainly rural area of some 629 sq km, stretching from Matfen in the south-west to Druridge Bay in the northeast,
with 49,000 residents.
The district of Alnwick lies in the heart of Northumberland, and is one of the most rural and sparsely populated districts in
UK, with a population of about 32,000.
The two councils operate a shared IT team that supports 600 users across six sites. They are always looking for ways to
provide improved and more cost-effective services to their residents. As part of this they decided to implement a new CRM
system across the two boroughs. The councils chose Microsoft Dynamics CRM as it was liked by the users and they could get payback in less than
three years.
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States of Jersey/Microsoft (July 2008)
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The States of Jersey is the public service for the island of Jersey located in the English Channel off the coast of France. It is
responsible for the delivery of universal services, including healthcare and the police, to about 88,000 citizens. Jersey is a selfgoverning
British crown dependency and not part of the UK or the European Union. Its economy is based on international
financial services, agriculture and tourism. Jersey wanted to improve delivery of public services to citizens and save £20 million a year by 2009
through a programme of change, including a one-stop-shop environment and a single transactional website. Working with Microsoft Consulting Services and Microsoft Gold Certified Partner CIBER UK, Jersey implemented
Microsoft Dynamics CRM 3.0 in just four months with customised scripting provided by Microsoft Certified Partner Team
Knowledge.
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Lombard Technology Services/Serversys (June 2008)
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Lombard Technology Services is one of the largest independent technology finance and asset management service providers
in the UK. A member of The Royal Bank of Scotland Group, its business is built on managing and maintaining the continuity of
its customers’ technology assets by enabling optimum financial and operational efficiency.
Lombard provides its range of specialist services – IT finance, technology strategy and planning, procurement, inventory and
end-of-life management – to an extensive UK-wide customer base that includes a number of blue-chip companies. Growing frustration with the limitations of its existing CRM system meant Lombard took the decision to make the move to Sage
CRM, a highly adaptable, user-intuitive CRM platform that’s packed with features. The challenge now was to find an
implementation partner that would enable Lombard to take full advantage of the rich functionality contained within Sage CRM, and it chose Serversys.
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Honda/Serversys (June 2008)
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Honda (UK) was established in 1965 and forms part of Honda Motor Co, founded by Soichiro Honda in
1948. It is through the Power of Dreams that Honda has become a globally renowned brand – manufacturing cars,
motorcycles, scooters, jet planes, marine engines and even robots in 29 countries and employing over 167,000 associates
worldwide. The limitations of a pre-existing CRM system – which lacked both flexibility and integration functionality – were hampering the
ability of Honda to respond quickly to changing customer needs. By early 2006 preparations for a major new CRM
implementation were underway. Honda wanted to work with an implementation partner that could
provide the resources, skills and expertise that would enable it to
take full advantage of the comprehensive functionality contained
within Sage CRM. Choosing Serversys as its implementation and support partner enabled Honda to make the
changeover to a new, fully operational Sage CRM solution within four months, and to evolve its CRM
platform in response to changing business demands.
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National Britannia/Achiever Software (April 2008)
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The National Britannia Group provides risk management
services to 40 of the UK’s FTSE 100 companies and its
client base includes most of the UK’s major food retailers,
property managers, manufacturers and financial institutions.
This involves National Britannia’s 780 employees in a wide range of business activities, from
conducting safety assessments and asbestos inspections to marketing and training provision.
Various disparate systems supported some business processes but most were handled
manually.
The lack of a single view of the customer resulted in vital information being diluted and in
some cases missing. Often, if someone left the company, important information disappeared
with them. National Britannia was unable to measure staff performance reliably, identify trends,
manage quality and capitalise on sales opportunities.
Recognising that the right Customer Relationship Management (CRM) system could help it
function more efficiently, National Britannia embarked on its search for a solution. Although National Britannia considered several suppliers, Achiever Software stood out.
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Redstor/NetSuite (October 2007)
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Redstor is a successful British company that provides vendor-independent solutions for managing and storing
data. Redstor was using disparate technology: Gemini for support, ACT! for sales
management and marketing and Sage for accountancy. The lack of integration was beginning to show, hindering the company
from building upon early success and allowing holes to appear between processes. A particular area of weakness was pipeline management. Redstor proceeded to place NetSuite at the heart of its business, using every component including email, case handling,
e-commerce, sales and marketing, customer relationship management and – shortly – accounting.
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Essex Medical & Forensic Services/Microsoft – exclusive interview (June 2007)
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Founded in May 2004, Essex Medical & Forensic Services Ltd has carved out an innovative niche in providing medical and
clinical forensic services to police authorities. The company dispatches doctors, nurses and paramedics, 24 hours a day, to
treat detainees who require medical evaluation while in police custody. This has greatly speeded up the assessment of
detainees and allowed the police to focus on the process of justice. Essex Medical first began providing this service in
Bedfordshire, and then rapidly expanded into Essex, Suffolk, Cambridgeshire, Wiltshire and Gloucestershire.
As a fast-growing start-up, Essex Medical recognised the need for a CRM solution to run its business efficiently. It settled on Microsoft CRM System as it was easily and
completely customisable.
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Hyperia Limited/NetSuite and Nolan Computers (June 2007)
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Hyperia – part of the French CIS Group – is responsible for West Africa’s biggest internet project to date, providing television,
internet and telephony services in one. Naturally, its key challenge was its dispersed operations, making an integrated, webenabled
system of paramount importance.
It was also vital for Hyperia’s partner companies, who are responsible for following up on sales leads, to be able to access
vital, up-to-date customer data from anywhere in the world, at any time. In NetSuite, Hyperia found a hosted ERP solution that answered all requirements.
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Milacron/Cincom (November 2006)
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Milacron is a global leader in plastics processing and metalworking technology. From automobiles and appliances to
milk jugs and toothbrushes, Milacron’s technologies help leading companies manufacture the world’s favourite products.
They strive to be the one-stop supplier of choice for the needs of plastics processors.
Milacron uses Cincom Synchrony in two service departments. Milacron’s Servtek division – consisting of inventory
planning, warehousing and shipping – uses Synchrony to access the right information for responsive and accurate
customer service. Since implementing Synchrony, Servtek improved call response times by 73%.
More recently, Milacron’s Field Service Group implemented Synchrony to improve how it manages field service
representatives who are installing and repairing plastics machinery across the country.
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ING Investment Management/Saratoga – exclusive interview (July 2006)
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ING Investment Management (ING IM) is a global asset management company with approximately €350 billion assets
under management. Its customers are pension funds, insurance companies, foundations and fund distributors throughout
Europe, the Americas and Asia-Pacific. The company is part of the ING Group, a 150-year-old financial institution with
Dutch origins, which is one of the top 20 financial services companies worldwide, and one of the top 10 in Europe. The ING
Group carries out banking, insurance and asset management in over 50 countries. Customer relationship management (CRM) is key to ING IM’s business: the company fosters long-term relationships with its
clients founded on strong personal contacts and regular communications about their portfolios. ING was looking for a cost-effective solution that is user-friendly, making it easy to capture and manipulate information
such as phone numbers and call reports. It also wanted a system that would make it simple to create sophisticated
management reports. Saratoga’s iAvenue ticked
all the right boxes with its users.
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Transmission Development/Epicor (October 2005)
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Poole-based Transmission Development makes pulleys and belts for a wide range of industrial applications – conveyors
for food and industrial companies, medical machines, and even the mechanism that moved the video cameras that
followed the runners at the last Olympic Games. The company needed to improve on-time shipping, reduce production bottlenecks, firm up margins, and automate
product configuration, and Epicor Vantage was chosen.
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Greene King/Onyx – exclusive interview (September 2005)
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Greene King is based in Bury St Edmunds, Suffolk, and has been brewing beer and operating pubs for more than
200 years. The organisation has 790 managed pubs, which are run by its Pub Company division, and 1,340 tenanted
and leased outlets, operated by Pub Partners. In 2001, Greene King Pub Partners, the company’s tenanted and leased division, experienced significant
expansion and it became increasingly
important to consolidate information sources and to provide total visibility through a single platform across the
business. Four suppliers were invited to pitch, with Onyx being selected in terms of ease of access and flexibility of technology and perceived
value for money.
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Westminster City Council/PA (February 2005)
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Westminster City Council is leading the way in showing how customer relationship management (CRM) can enable
public sector organisations to transform themselves around the needs of their customers. The council’s ‘Customer First’
initiative – offering services designed to meet the needs of the citizen rather than of the service provider – has provided
a lead for the rest of the public sector. Just months after implementation, the project is delivering major performance
and cost improvements.
In order to implement ‘Customer First’, PA helped Westminster to design the new ways of working and set up one of the
biggest local authority outsourcing deals ever, under which one supplier – Vertex – provides the entire Customer
Service Centre together with many of the more straightforward council services.
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TD Waterhouse/Kana (January 2005)
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TD Waterhouse is the UK’s second largest discount broker with a base of over 350,000 investors. The company
provides its UK customers with a broad range of phone and web-based share dealing services including brokerage,
mutual fund, banking and other consumer financial products. Over recent years, TD Waterhouse implemented multi-skilled customer service teams, who support
virtually any request across its product portfolio. Realising that customer service is often the make or break factor in
customer relations, TD Waterhouse also decided to implement a service resolution management (SRM) system. TD Waterhouse began its work in service resolution management by implementing the Kana IQ system for a four-week
trial period. It chose the software on the basis of Kana’s record in delivering service resolution management solutions.
The four-week trial was a success, with call handling time reduced by 8%, back-office calls reduced by 20% and the
number of customer ‘on hold’ calls reduced by 25%.
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Carphone Warehouse/Informatica (January 2005)
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The Carphone Warehouse Group, known as The Phone House in some countries of operation, was founded in 1989.
With revenues of £1.8 billion for the financial year to April 2004, it is
the largest independent retailer of mobile communications in Europe.
The Carphone Warehouse’s stated aim is to give all touchpoints in the business
enough information to offer educated advice to customers.
This CRM strategy requires that customer-facing staff know their clients well enough to support a ‘consultative sell’. It
also requires that marketing campaigns use segmentation techniques to target only relevant customers. The company
was previously product-centric, so moving to a customer-centric sales and marketing model presented a major
challenge. A significant component of the Single Customer View project was the migration of data from three Oracle source
databases to a single customer view database (also on Oracle). The Carphone Warehouse decided to use Informatica’s
data extract, transform and load (ETL) tool in this process.
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