We were experiencing strong annual revenue growth. However, our sales team felt it was unable to explore every new opportunity, as well as opportunities from existing clients - partly because of a legacy CRM system that was inflexible to use and costly to run.
Does this scenario sound familiar to you? It certainly rang true for one of our customers, a large manufacturer of high-performance polymer solutions.
The client initially engaged the Fullscope, an Alithya company team for a scoping exercise and was impressed with our focus on the end value of CRM - as well as our commitment to delivering that value in a short timeframe. The project was completed in 12 weeks and within budget.After asking the customer what their goals for the project were, their leadership team narrowed its business outcomes to three:
- Improve responsiveness and interactions with prospects, customers and partners
- Better support for management decision making
- Improve account management and increase revenue from existing customers with 360-degree view, cross-selling and up-selling
For this initiative, Fullscope leveraged its CORE methodology – Customer Owned Rapid Engagement – which is based on three simple principles:
- Focus on the most important outcomes
- Immerse our customers into the technology and process
- Get you live FAST
Fullscope customers worldwide have realized value in a fraction of the time compared to those who use our competitors’ solutions. Early in the business outcomes process, the client leadership team communicates goals to the team and then it becomes something that they talk about in every project session. The executive team comes back in for an end-to-end review at project completion, and says, "Does that match the outcomes that we were trying to create"? This ensures that the business outcomes are met at the end of the project.
ROI from your CRM project in 13 weeks is great, but organizations evolve and change over time. For this reason, it’s necessary to continually review and optimize CRM to ensure it delivers value in the medium and longer term - measuring and monitoring whether those outcomes are still met and what the business needs most.
That’s why we join our customers for recurring tactical and strategic meetings post-rollout. We ensure they recognize go-live as the start of their journey and help them maintain CRM success in the long term and identify opportunities to improve.
Since introducing Microsoft Dynamics 365 CRM, the client has built a pipeline worth an unprecedented £23 million. Its sales team has also been able to increase the number of meetings booked by one fifth (19%).
The solution has helped the team close more business, too. The client has seen a 47.4% increase in its win rate year over year since the rollout, as well as a 72% increase in new business.