This is the final of three posts about Professional Advantage’s utilisation of MS Dynamics CRM across the organisation.
Professional Advantage works with a wide range of companies that are seeking to improve the way their business works by utilising technology. Having worked with over 1,000 clients since its establishment, Professional Advantage assists clients to boost revenue and profits, manage and reduce costs, gain efficiencies and utilise business information. Professional Advantage has over 250 employees in offices across Australia, the UK and the US.
Microsoft Dynamics CRM has become a core tool at Professional Advantage, integrated across client services, marketing and the sales departments. The foundation of Professional Advantage’s business is its relationship with its clients. The client experience should be seamless across all interactions that occur with all these parts of the business. From the first contact with the marketing team, to interacting with the sales team and finally becoming a client and building a relationship with their account manager and client services, all client and prospect experiences and information needs to be accessible to Professional Advantage staff.
In particular, Microsoft Dynamics CRM is extensively used by Professional Advantage’s account management team. They use the system to keep track of all correspondence, conversations and to identify what has been delivered to each client. The data guides them when identifying future requirements, product life cycles and upgrades, and areas where extra value could be added. It’s also used to manage the company’s biggest asset – the annual maintenance contracts.
Michael Foertsch, Professional Advantage Customer Service Manager notes, “Account managers use the data to manage their sales opportunities and it helps me to manage the pipeline. We keep a complete life history of the client within Microsoft Dynamics CRM so we know why and when they started working with us. This allows any account manager to pick up an account and know what has been done in the past.”
“Our customers rightly expect that we know their business and by keeping a centralised system that tracks this information we can deliver a connected customer experience through any area of our business.”
You can read more about Professional Advantage and Microsoft Dynamics CRM here.