4-page Case Study - Posted 7/12/2007
Views: 83
Rate This Evidence:
Soporte en Paralelo guaranties its success with Dynamics CRM and improves the operational capacity of its customer service.
Soporte en Paralelo is a company that offers services that promote Risk Management Culture looking after people‘s and business’ assets. The company needed a tool that would automate effectively its customer assistance processes, and would also be simple to implement, so that it did not present any problems for the users, and they could exploit efficiently all its applications.
 |
As of the development and implementation of the solution, I see Fillgap as a business partner, since during the process they understood our needs to give our customers a quality service, which is our primary goal. |
 |
|
Eva Luz Zárate Special Projects Soporte en Paralelo |
|
|
Company Profile
Since 1994, Soporte en Paralelo is a Mexican company that provides its customers with global consultancy services. In other words, it offers administrative support of risk management and asset consultancy. The company is aware of the responsibility involved in looking after people’s and business’ assets, therefore it offers a range of services that meet the needs regarding:
• Risk management, including property, liability, net income and human resource risks.
• All kinds of insurance: property, casualty, benefit plans for employees, massive and payroll insurance programs.
• Bonds.
• Crisis management, among others.
With operations in Guadalajara, this consulting firm has 30 employees and a great prestige in customer service. It is supported by a team of professionals, experts in this area of the market, and has branches in Mexico City and Culiacán.
Business Challenge
Being in a consolidation stage, Soporte en Paralelo required strong bases and resources that would allow the company to grow in high percentages. “Taking our strategic planning as a starting point and analyzing our way of conducting business, we were able to arrive to the conclusion that we needed a tool to standardize that way of doing business and would make us stand out in front of our competition. In other words, we needed to implement a system that was, on the one hand, tangible for the client in quality and aggregated value, and on the other hand, productive for the company in all the areas of organization, management and sophistication,” commented Alejandro Dorantes, General Director of Soporte en Paralelo.
Solution
The company understood the need to implement a CRM solution that would help in the non-standardized sales processes and would supply the right tools for the follow-up of a service, decisive factors in order to offer a quality service with an excellent response level towards the clients. Those were some of the limitations the company faced, that affected it at the operational level impeding the timely access to the information needed to make decisions.
There was not an assessment period as such, since management had excellent references of Microsoft Dynamics CRM. The project was in the hands of Fillgap Business System, a Microsoft business partner with a long tradition in the market.
The problems the company presented before implementing Dynamics CRM were the following:
• Lack of time control for the settlement of claims.
• Customer information stored but inaccessible because the information manager had it in his computer.
• E-mails stored locally with no access to them.
• Did not have crossed sales.
• Lack of closing price in estimates submitted to individual costumers.
• Lack of services processes standard levels.
|
Fillgap has always heard our needs, understood our change and known our way of conducting business, which has allowed for a tool 100% customer oriented. |
|
|
Alejandro Dorantes General Director Soporte en Paralelo |
|
|
Benefits
Microsoft Dynamics CRM has streamlined the communications process and allowed greater functionality and operational capacity in the company. “Soporte en Paralelo found in Dynamics CRM a useful tool regarding management and control of information, besides the fact that it grows according to our needs,” explained Ana Luz Zárate, from the Special Projects area of the company. “We feel we have made the right choice implementing this solution,” she added.
In general, the benefits provided by Dynamics CRM to Soporte en Paralelo are:
• Follow-up of the sales process.
• Detection of customer needs.
• Service activities control.
• Revision of user’s performance.
• Better control of sales commissions.
• Customer history.
• Knowledge of the accounts’ performance regardless of the service manager or executive.
• Follow-up for the achievement of sales objectives.
• Crossed sales.
• Registry of claims.
• Time cycle for the settlement of claims.
• Control of opportunities lost and achieved.
Infrastructure details: number of servers, desktops and mobile devices:
• 12 Dynamics CRM users.
• 1 Server.
• 22 Desktop computers.
• 6 Laptops.
• 10 Mobile devices.
