 |
|
Integra Global Solutions provides customized business process outsourcing (BPO) solutions. Headquartered in Pennsylvania, United States it has operation centres in Coimbatore, India. The company wanted to streamline its sales and marketing functions, to create a seamless pipeline that takes leads to closures. To do so, ATNA Technologies, a Microsoft Certified Partner implemented Microsoft Dynamics CRM 4.0 Professional Server. A simple implementation lasting only one week has resulted in better planning and pipeline management, contact management has resulted in a more efficient sales team. The company has seen an immediate acceptance of the new solution with its integration with Microsoft Office applications and a manifold increase in efficiency of business processes such as sharing relevant business information across its offices worldwide.
|
|
| Situation |
|
Integra Global Solutions (Integra), a business process outsourcing company
provides world class, affordable business solutions. It’s headquartered in
Pennsylvania, United States, has and a sales and marketing office at Berkshire,
United Kingdom with operation centers at Coimbatore, India. It offers an
increase in business service levels for processes such as book keeping,
accounting, medical transcriptions, financial analysis, data entry, software
development, claims processing etc while reducing the cost by as much as 50
percent for it customers.
Apart from cost considerations, it has promulgated outsourcing of non-core
services to a great extent. “We believe that putting the company’s core values
into practice creates lasting benefits for all of the clients and provide the
clients with consistent value”, says Rajesh Velayuthasamy, Director - United
Kingdom Operations, Integra.
For its internal use Integra was using Microsoft Office 2003 to manage data
while Tally, a locally available financial solution was used to manage all
accounting and financial requirements of the operations in India.
There was no central repository to manage clients contact information, manage
opportunities and leads, and update information from its growing sales and
marketing organization. There was an urgent need for a solution that would
centralize information and create business processes that could be followed
across the offices; as well as provide real time information to its employees
across the world. “New services and solutions are fundamental for Integra to
improve services and customer satisfaction. We needed a tool to enable us to
offer new services quickly and improve on the existing services to meet routine
business requirements”, says Aravind Kumar, Director, Integra.
|
|
|
 |
|
Our customers expect a high efficiency and accurate information. Microsoft® Dynamics™ CRM 4.0 has enables us to maintain higher efficiency and improve it in the future.
Ganesh Ranganathan
Chairman, Integra Global Solutions
|
|
|
|
|
|
|
| Solution |
|
|
Integra evaluated salesforce.com and Microsoft® Dynamics™ CRM 4.0. “We were
impressed by the features and functionality of Microsoft Dynamics CRM. But the
decision was unanimous when we saw the ease with which the tool integrates with
Microsoft Office Outlook and Excel,” explains Ram Prakash, Director, Integra
Global Solutions.
ATNA Technologies, a Microsoft Certified Partner, studied business processes and
operations at Integra and suggested an offsite onsite model for implementation
of Microsoft Dynamics CRM 4.0 to cut down costs. Integra wanted the system to be
operational with in a short span of time. Thus, ATNA Technologies completed a
vanilla implementation of CRM 4.0 within a span of one week at its Coimbatore
location. Sales and marketing modules of Microsoft Dynamics CRM were
implemented.
ATNA Technologies suggested that Integra use standard features and identify
areas that required customization which could be handled in subsequent phases.
“This allowed us to implement the solution and then decide enhancements and
customizations based on employee feedback,” elucidates Aravind Kumar, Director.
To ensure that sales & support staff in United Kingdom and United States are
able to access the Dynamics CRM solution, ATNA Technologies implemented
Microsoft Dynamics CRM Internet Facing Deployment Configuration tool. This
creates an Internet Facing Deployment (IFD) for Microsoft Dynamics CRM 4.0.
|
|
| Benefits |
|
|
Microsoft Dynamics CRM helped Integra to replace the existing legacy system
with an integrated business solution “Our customers expect a high efficiency and
accurate information. Microsoft® Dynamics™ CRM 4.0 has enables us to maintain
higher efficiency and improve it in the future,” comments Ganesh Ranganathan,
Chairman, Integra Global Solutions
Increases Productivity
With Microsoft® Dynamics™ CRM allows employees to manage contacts, e-mails,
appointments and tasks in a consolidated business application. This means that
employees don’t have multiple data sources and processes to manage appointments
with prospective customers. Also, the management has immediate access pipeline
status and can forecast far more accurately. “The productivity increase is far
more visible in an organization such as ours with offices in three different
time zones and the leadership split across the three locations,” explains
Aravind Kumar, Director, Integra Global Solutions.
Supports Global Business Needs
Integra’s leadership team is able to retrieve data from a well-structured
database with real time information. This enables the sales and marketing
leadership to support each other to meet the business goals of the organization.
“Greater visibility means there is better planning and even better execution.
This will ensure that leads and prospects generated through marketing campaigns
are taken to the logical conclusion and converted to customers,” remarks Aravind
Kumar.
Simple to Use
Microsoft Dynamics CRM consolidates the all held in disparate systems, and
centralises all the contact information and detailed profile of each customer.
This means it possible to acquire client requests and filter it on typology,
client, priority, and other parameters, irrespective of the channel used by the
customer.
Integration with Microsoft Office Excel allows employees to import relevant
information to Office Excel worksheets and refresh it from live Microsoft
Dynamics CRM data. “We can have real time information in an Excel worksheet and
refresh this with the current Dynamics CRM data with a click of a button, using
dynamic data connections,” notes Aravind Kumar.
Reduces Costs, Improves Top Line
“Microsoft Dynamics CRM has increased employee productivity, streamlined
business processes,” explains Aravind Kumar. “Higher efficiency in operations,
better insight into trends will enable us to take the right business decisions,
and help us reduce costs and accelerate growth.”
About ATNA Technologies
ATNA Technologies, a group company of Teknoturf, a premium software training
organization. ATNA Technologies is a Microsoft Certified Partner that brings the
best practices in Microsoft Dynamics by effective consulting and superior
understanding of customer needs. Its solutions are tailored to meet the
requirements of its customers. A unique combination of superior consulting and
delivery skills ensures value for money and faster ROI for its customers.
Microsoft Dynamics
Microsoft Dynamics is a line of integrated, adaptable business management
solutions that enables you and your people to make business decisions with
greater confidence. Microsoft Dynamics works like familiar Microsoft software
such as Microsoft Office, which means less of a learning curve for your people,
so they can get up and running quickly and focus on what’s most important. And
because it is from Microsoft, it easily works with the systems that your company
already has implemented. By automating and streamlining financial, customer
relationship, and supply chain processes, Microsoft Dynamics brings together
people, processes, and technologies, increasing the productivity and
effectiveness of your business, and helping you drive business success.
For more information about Microsoft Dynamics, go to:
www.microsoft.com/dynamics
For More Information
For more information about Microsoft products and services, call the Microsoft
Sales Information Center at (800) 426-9400. In Canada, call the Microsoft Canada
Information Centre at (877) 568-2495. Customers who are deaf or hard-of-hearing
can reach Microsoft text telephone (TTY/TDD) services at (800) 892-5234 in the
United States or (905) 568-9641 in Canada. Outside the 50 United States and
Canada, please contact your local Microsoft subsidiary. To access information
using the World Wide Web, go to: www.microsoft.com
For more information about ATNA Technologies products and services, call (91)
(80) 25254554, (91) (42) 22231010, or visit the Web site at:
www.atnatechnologies.com
For more information about Integra Global Solutions products and services, call
US - Toll Free (877) 423 3872,
UK - (0207) 993 8112 or visit the Web site at:
www.globalintegra.com
|
| |
|
|
|
|
|
|
|
|
|
|
|
