Getting the most out of your CRM software is only really possible if you fully understand what it is you want to achieve by using it.
Your business needs some new software. You compare a few products, select one, get someone to install it and then you are up and running. Brilliant.
But is this really the best way to go about implementing software? When you read stats such as “75 per cent of business and IT executives anticipate their software projects will fail” 1 or “fewer than a third of all projects were successfully completed on time and on budget over the past year”2, does that make you think there should be a better way?
Wouldn’t it be better to look at what you want the software to help you achieve first? Not just that you want the software because, for example, you need a new CRM solution. I mean really look, in detail.
What are your desired business outcomes?
This business outcomes-based approach is one taken by Alithya when it helps organisations to implement Dynamics 365.
By focusing on what you want to achieve using Dynamics 365, the software can be implemented with those desired outcomes in mind.
Rebecca McClure, Director of Operations for BDODrive, says: “What was brilliant was our partner, Alithya, actually sat us down and made us quantify what they (our business outcomes) looked like. They looked at what the state was today and what we wanted to achieve going forward with it. We looked at what data we had at the moment and then how we could quantify what success looked like.”
BDO Drive wanted Dynamics 365 to help it to achieve three main outcomes:
- Keep its current clients happy and engaged
- Attract more clients and win more work
- Gain more revenue from existing clients by cross-selling and upselling
Mark Sykes, Head of BDODrive UK, said that this focus was vital when ensuring that the project really delivered. He explains: “We had to stay pure to what we really needed from the outset. Alithya was key in that. They actually made sure that we kept focus, we didn’t get side-tracked over the project and therefore the project came in on time and on budget.”
More than just a measure of success
12 months on and this approach has also helped the business to see very clearly the impact that Dynamics 365 has had, as it has been able to quantify that success.
Rebecca says: “We are seeing more clients coming into the business and what is brilliant about that is that we know that all of our people are following a consistent sales process, so we can guarantee that they are following up in a way that we want them to.
“We know that our existing clients are having a consistent experience. We are rolling out portals to them so they can see what is happening and what data we have got with them. We are sharing information with them about work we are doing with them, which is really helping improve their satisfaction.”
Mark adds: “Over just the past 12 months alone, we have seen our revenues grow 15 per cent but our gross profit has grown 25 per cent. And that is largely attributable to the fact that we are able to adapt quickly, respond quickly to our clients. We have the ability to ensure people are doing what we need them to do. Management has been able to leverage up more. They have greater visibility around what is going on with their teams, which means they can actually look after more clients while still delivering excellent client service.”
If you would like to learn more about BDODrive’s journey to business transformation with Alithya and Dynamics 365, click here.
If you're ready to take the next step and would like to chat with our team, please email firstname.lastname@example.org.