As the Federal Government introduced new quit smoking programs in 2010–11, the Queensland-based phone service, Quitline, faced a challenge. Executives wanted to deliver these new programs, but to be eligible, they had to create far more detailed reports
than was possible using their current database.
Using an Agile deployment methodology, Microsoft Services took the lead in a fast-paced deployment of the newly released customer relationship management (CRM) product, Microsoft Dynamics CRM 2011.
Completed in less than four months, the new CRM is a huge success. According to the Quitline Manager, a highly committed effort has created a CRM with exceptional reporting capabilities, and which staff love to use. Best of all, CRM reports, dashboards and
workflows can be configured without additional coding, reducing long-term support costs.