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Edgewater Fullscope Blog

A real-world look at digital transformation.

Tips for IT services: Build Your Battle Strategy with Full Visibility of All Your Data

By Luke Matthews | February 15, 2019

“War is 90 per cent information”, Napoleon Bonaparte is quoted as saying. And in the modern business battle for sales and customer satisfaction, this really is the case.

IT services firms potentially have access to huge amounts of data, from client contact records, sales information, billing information, call histories, progress reports, project updates, to product or employee expertise data.

When Napoleon determined his battle strategy, he would have wanted to see all his information – on troop numbers and movements, the lay of the land, weapons and artillery numbers, enemy numbers and position, the weather, and so on – before he determined a battle strategy.

What he wouldn’t have wanted is somebody to say: “I can tell you about the cavalry, but Jean-Claude has the information on the foot soldiers and he is two miles away and can’t be contacted.”

Full visibility for customer service

It is vital for modern IT services firms to have full visibility of their data if they are to make important strategic decisions. A cloud-based CRM system, such as Microsoft Dynamics 365, will give you the 360-degree view of data that you need.

The CRM system will collate all the data and update it in real time. This will be accessible at the touch of a button to anyone who needs it, from whichever department they are in and on any device.

When it comes to customer service, if a customer calls in about a certain project, you will have a complete contact history of that client and the ability to update them on project progress, inform them about new services that might be of interest and even answer queries that might relate to the work of another department, or another project in another area of expertise.

Customers will not need to be put through to countless different people in different departments but will receive a seamless service on their first call.

Full visibility for sales and management

It also helps sales teams by increasing the ability to cross-sell and upsell and coordinate effort between departments

Paul Sweeney, chairman of cloud service provider ANS, explains: “We are using Dynamics CRM for our sales and marketing efforts. Anything to do with the sales guys, their daily activity, all their pipeline, all their opportunity and all their reporting is in the CRM system. We are integrated with marketing so we can develop campaigns, we can track events and track all the es-shots that go out and really get a coordinated effort between sales and marketing.”

The full visibility of information that the cloud-based CRM system offers can also help sales leaders and managers to monitor the pipeline and progress of sales and leads, and assess the work of their teams.

Paul says: “The new Dynamics system is a revelation to the management team. It gives us information that we couldn’t see before. I love the fact that I can get Dynamics on my mobile, any time, any place, anywhere.

“Being the chairman of the business, I am looking to build relationships with our customer base, and I want to know where the deals are up to and I can see it at a moment’s notice. I can see when deals change, when the shape of them changes, when things move into forecast and when deals are won, which means I can be really engaged in the sales team as well.”

If you would like to learn more about how a cloud-based CRM system such as Microsoft Dynamics 365 can help your organisation, download our eBook Time to succeed: Meeting the challenge created by cloud technology and rising service expectations here: https://info.fullscope.com/crm-for-it-services
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About Luke Matthews

Luke is passionate in collaborating with companies to enable them to achieve exceptional results and enhance business performance through their Customer Relationship Management (CRM) practices

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