North East Reprographics - Dynamics CRM
A leading provider of digital systems, paper, toner and office supplies, North East
Reprographics (NER) are the only supplier of Xerox devices in the North East of
Scotland, Tayside and Fife. As one of Xerox's top Premier Partners in the UK they
deliver service and customer support in these areas via Xerox trained engineers
and NER support staff.
NEED
North East Reprographics had a number of software systems all containing data vital
to the company. Due to the growth of the company the amount of data was beginning
to spiral out of control as employees were finding it hard to find the data they
needed and to keep existing data up to date. NER approached Codify as they wanted
one central system which was easy to use and would hold information on a number
of different areas such as sales, suppliers and customers.
SOLUTION
Codify implemented Dynamics CRM, a customer relationship management system from
Microsoft. Dynamics CRM has three main area; sales, marketing and service. The sales
area contains modules for tracking leads and opportunities. The marketing module
has facilities to deal with marketing lists and campaigns and the service module
with cases and scheduling.
On top of this base functionality Codify added a number of customisations to tailor
it to the way NER work. This included renaming terms to those used by NER, extra
reports to give management a better overview of the data and a number of workflows
triggered on different events.
BENEFITS
Choosing a Microsoft product was an important part of the decision making process
as Marino Keith, Solutions Manager explains, "As Dynamics CRM is a Microsoft product
we knew this would bring us a number of benefits. For example it has a similar interface
to other software we already use day-to-day so we knew it would be quick for us
to learn and start using the system. Secondly as a Microsoft product we knew it
would easily integrate with other systems. We discovered that scanning software
that NER implement for our customers integrates with Dynamics CRM and allows us
to scan documents directly from our scanner into the software.'
As Dynamics CRM integrates with Outlook, users can track emails, phone calls and
calendar appointments to build up a history of communication. Features such as these
were a vital part of the decision to choose Dynamics CRM as Marino explains, "The
ability to track the communication we have had with our customers has allowed us
to provide a more efficient service to both new and existing clients. One central
system means we can find the information we need fast and new employees can get
up to speed quickly with each customer's background. Workflow that Codify set up
triggered on certain events means particular tasks are created and assigned to members
of staff automatically allowing us to provide a high level of service to our customers.
The reports we can pull from the system allow the management team to get an overview
of what is happening and review areas such as won and lost sales opportunities and
keep track of outstanding activities such as call backs to customers.
We chose to work with Codify as they are a local company with a proven track record
of success. During the implementation phase it was helpful for them to be able to
come over and discuss things with us face to face. They are easy to contact and
are always there when we need help or assistance."
- Dynamics CRM
- SQL Server 2005
"We chose to work with Codify as they are a local company with a proven track record
of success."
Marino Keith Solutions Manager, North East Reprographics