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Consolidate

cUSTOMER data

AsureQuality needed a CRM solution that was easy to use and more engaging for its users. It required all customer data to be in one place and easily accessible.


Project Snapshot

AsureQuality

Location:
Christchurch, New Zealand

Industry:
Primary Sector

Project Challenges

Existing system not well adopted. Customer data spread over multiple systems with no central repository - led to various ‘homebrew’ approaches and no single identity.

The Solution

Build and deliver a Microsoft Dynamics CRM solution to span the entire organisation. Office 365 and SharePoint also incorporated into the solution to allow for enriched functionality and streamlined data sharing.

Results

Single robust online CRM with customer data consolidated into a single system. More customer interactions captured delivering better engagement and proactive outcomes.

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AsureQuality

The business case for technology change

AsureQuality had been using SugarCRM onsite for some time, but the system wasn’t well adopted. Customer data was spread over multiple systems, with no central repository, which led to various ‘homebrew’ approaches and no single identity. It wasn’t allowing AsureQuality to consistently engage their customer base, or even keep all customers visible.

Darren Wilson, AsureQuality’s CIO, says, “There was no consistent architecture, just a bunch of legacy systems. Technology was end-of-life or it didn’t have a good partner ecosystem around it. With licences set to expire in a matter of months, this created a catalyst for change, and a tight deadline for us to meet.”

“Getting a framework in place, along with trusted data, trusted process ethnicity and seamless processes across the customer lifecycle were key to us doing this successfully.”

— Darren Wilson, CIO, AsureQuality

The gain

AsureQuality now has a single, robust Microsoft Dynamics CRM Online system in place, consolidating all customer information. Customer data has been mastered in a single system, and Microsoft Dynamics CRM Online acts as a single point for data. The removal of silos allows data to be viewed as a single source, and has led to a unified recognisable truth across the business.

More customer interactions are captured, giving a greater understanding of their needs and allowing for more proactive marketing and engagement.

Essentially, AsureQuality employees can trust their CRM system, allowing them to continue as a world-class service provider

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