Auckland Airport

Auckland Airport

Dynamics CRM touches down at Auckland Airport

The situation

Auckland Airport is New Zealand’s largest and fastest growing transport hub. As the main gateway to our country, the airport welcomes over 13 million passengers annually and generates around $20 billion dollars for our economy through being a compelling transport hub that is a leading business district in its own right.

Auckland Airport is continually accelerating its programmes of development including strategies led by its Aeronautical Business Development, Property and Retail business teams. Establishing a strong CRM platform was essential to managing and prioritising a pipeline of opportunities across these businesses.

Auckland Airport had started down a path to put a CRM model “in the air”, when they challenged their original view and questioned if they were maximising the full potential of their investment. In a market sweep, Auckland Airport Project Manager Carl Eakins was drawn to Intergen’s Rapid Results approach.

“We decided to ask more questions of what we could achieve, and our search for a partner brought one name into the frame and that was Intergen. They have a great track record of Microsoft Dynamics CRM success and their Rapid Results approach was a good pricing model that could rapidly give us what we needed to get CRM running and working.”

The pain

“This was a picture of a diverse number of business teams using a disparate array of core information, sales tools and business processes. We needed a visible, centralised CRM conduit that would enrich our commercial proposition as NZ’s largest transport, travel and business district hub,” says Carl Eakins, Project Manager, Auckland Airport.

One of Carl’s main conclusions from the partnership that developed was that Intergen clearly understood the much talked about triangle between people, processes and technology. He explains how Intergen was eager to understand their business;

“Even at RFP stage they were saying ‘yes we can make it work’ and putting in the effort to demonstrate an understanding of our vision’, Carl says.
“Intergen rapidly took hold of our plan and were very fast on their feet to put their own spin on how best to get the most value from our investment. They made very sensible decisions from day one, resourced the project well, and performed within budget.

“The big thing they really get is that a successful CRM project isn’t about the tool – it’s about understanding the business need, having the right motivation and giving good training so that people will buy into the change.”

The aeronautical and property divisions were first to taxi down the CRM runway. Dynamics CRM assists the aeronautical business development team to look at synergies between multiple airlines, routes, time slots and destinations. In a complex operation, keeping tabs on key relationships, workflows, reporting capabilities and managing opportunities is essential to support those linkages.

One of Auckland Airport’s most strategic assets is a significant and strategically located property offering. Property development activity underway has just topped over $100m as part of Auckland Airport’s growth strategy. As they come onboard the CRM platform, there is expected to be good business value in managing portfolios and identifying new opportunities on the radar.

The gain

As Auckland Airport is poised for strong growth, it is expected that Dynamics CRM will play a valuable support role in both the daily and future activity that underpins their compelling business offering.


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