MicroPartner is happy to deliver all slices of the CRM salami, all the way to the final solution – but we prefer to deliver one slice at a time. Experience shows that that it is the best way to take the CRM project from concept to reality.
By Allen Cambell, Business Consultant, MicroPartner
When CRM specialist MicroPartner goes to a customer to design a CRM solution, the desirable situation is that the customer should have done some preliminary work and thought carefully about the desired functions, just as Brødrene Dahl did.
“As a rule, the customers know their business best. We are good at involving users at the customer’s and finding out who can contribute with what. When we approach the work this way, users help design the system based on their requirements and wishes,” says Allen Campbell.
“We are the customer’s technology partner – know-how is what we bring to the table. When we get started on the design part, we do so based on Microsoft’s UX design guidelines,” says Allen Campbell, Senior Consultant at MicroPartner.
Boxer’s CRM solution has been operational for 18 months and has been red-hot from day one. The company creates 5,000 cases each day and in a year and a half, 2.7 million cases have been created holding more than 24 million activities (9 per case).
“As the Boxer example illustrates, the CRM system is able to handle huge amounts of data. The idea is to focus on practical insight, not data. You have to be very careful how many lists you have, and how much data you are presenting to sales staff. Only present them with what is most important, or it becomes confusing,” advises Allen Campbell.
Full speed ahead with CRM in the cloud
After that, most applications can be kept in the cloud. Five years ago, as MicroPartner’s first customer in Denmark, Boxer began running their CRM solution as cloud computing.
“It was a big technical challenge,” Allen Campbell recalls.
Among the advantages of CRM in the cloud is that the solution is part of Office 365 and SSO (Single Sign-On) and that automatic updates are applied.
“When the solution is cloud-based, we must be sure to board the Microsoft train and ensure that our functionalities work at all times,” Allen Campbell observes, and continues:
“But that also means that when everything is working, users are thinking: ‘This is exactly what I need in my work.’”
Long-standing partnership by the slice
When the CRM system is fully developed and implemented, it is about education and training. The collaboration does not end once the project is technically complete.
MicroPartner very much prefers to be involved in long-term partnerships where we take responsibility for the IT support component of the project as well as the support of CRM processes. As Allen Campbell puts it:
“We are happy to deliver all the slices of the salami, but prefer to do so in small chunks.”