Assisted a State association with over 3,000 business members to implement a Customer Relationship Management  solution.  The Microsoft CRM suite allowed the association to provide better service to each member while saving over $30,000 in annual mailing costs.  Contacts with each member, from bulletins and newsletters to specific legislative updates and “requests for action,” can be tracked and processed automatically for the staff of 7.  In addition, each “inward” request can be tracked and follow-up for a specific member can be handled by any member of the staff providing better follow through and member services.  Association leaders who spend a great deal of time out of the office now have up to date information on their laptops and immediate contact/schedule/e-mail access via Microsoft CRM Mobile on their cell phones.

Designed and implemented a Customer Relationship Management (CRM) solution that allowed a healthcare focused association to support its members and prospective members in the pursuit of better coronary care through continued dissemination of knowledge, acceptance of standards based procedures for care of coronary care patients, and additional education and training for caregivers.  Accreditation processes and standings for facilities, educational programs, and events are also marketed and tracked in the system.  The system has provided the association staff with access to the information in an on-line manner and has significantly increased their efficiency by having detailed profile, contact, and progress information in one easy to access database.  The system also has a number of built in workflow functions to help manage the process for various functions so follow up is handled in a timely, member focused manner.

Our consulting team implemented a Customer Relationship Management (CRM) solution for a global provider of logistics services for the company’s 80+ sales team members.  With more than 20 locations, the sales team needed a central database to help tie in their activities with customer service.  The “load building” teams needed to be able to have clear visibility into how the client’s customers were being supported.  The Microsoft CRM solution allowed a field staff with minimum technology experience to rapidly acclimate to the new system and user adoption was over 85%.  The system allowed management to better understand the team member’s activities and was able to provide better corporate support in marketing and customer service activities to help the sales teams be more effective.  Because the sales team was using the system to track customer/prospect activities, turnover issues and new team members on-boarding went much smoother.  The client was able to bring new team members up to speed much faster with the CRM system.  In addition, sales reports were integrated into the CRM system and distributed to each member of the sales team within 1 day after close of the month.  This saved almost 3 weeks in delivery time and thousands of dollars each month in postage and paper costs.

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