Cloud Services Case Study – SaaS Implementation.

  • Implementation of Microsoft Dynamics 365 CRM for Manufacturing Client.

    Business Challenge - Why CRM implementation necessitated?

    Main Business Problem: Low Sales lead conversion. Only 7%

    Our client is leading material testing equipment manufacturer, famous around the world for their brand of equipment. Their clientele spread across the globe. Low sales lead conversion is the main business problem for them. Client have good customer footfall, but their sales lead conversion was very low. Let’s say out of 100 customer inquiries their lead conversion rate was only 7%. Besides that, Client is having almost more than 1100 distributors and at the same time they have database of 1 million customer globally. Also, Client is dealing with multiple suppliers to have inventory across the world. They need real time inventory visibility as well.

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    Our Solution

    The CRM Application needs to be designed to support Sales Lead Conversion Program. Our client’s management team selected Microsoft Dynamics CRM to fulfill their needs and selected Xprowin Consulting to lead the implementation. The Outlook version of Microsoft CRM provided the ability to work within a single interface. Xprowin Consulting was able to customize the CRM application to meet the unique needs of the business. Account, Contact, and Opportunity records were modified in order to meet the specific needs of the collection of manufacturers. Many customized views were created within Microsoft CRM to provide visibility into the day to day activities of salespeople as well as to produce a highly detailed sales pipeline report that could be run by salesperson, product line, sales team, expected close date, and more.

    ...

    The Result

    Because of implementation of this solution.

    • They have achieved 23% increase in Customer retention and Customer acquisition in 2 months of time.
    • 43% reduction in operational costs
    • 61% increase in productivity and efficiency by allowing both online and offline access to information
    • 19 % increase in cross sales
    • Customer Experience index increased from 67% to 87.5% in 2 months of time.
  • Improving Document Management with Microsoft SharePoint.

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    The Challenge

    • The lack of a centralised document management solution in addition to the absence of an effective document management strategy has resulted in their client’s data becoming unworkable.
    • Staff were growing increasingly frustrated with the amount of time it was taking to find customer data or up to date information about ongoing cases because it wasn’t easily accessible.
    • There was a growing reliance upon email for storing and sharing documents throughout the company.
    • The lack of a centralised document management solution caused an increase in duplicate data throughout the organisation.
    • IT provider, we were growing increasingly concerned about the added workload being placed on their IT infrastructure as a result of duplicated data.
    ...

    The Solution

    • Introduce Microsoft SharePoint as a centralised document management solution. This solution would be shared by head office and remote workers, improving collaboration between departments and individuals throughout the organisation.
    • Setup SharePoint document libraries in Outlook, allowing staff to copy emails directly into SharePoint Online in addition to using drag and drop.
    • Develop a custom search solution using Microsoft FAST search which is Microsoft’s SharePoint collaboration platform used to help users locate and retrieve content stored in SharePoint.
    • Introduce Microsoft Azure Multifactor Authentication to SharePoint as an added layer of security and data protection.
    • Tag all content with metadata as it is being uploaded to SharePoint, making it far easier to organise and retrieve content.
    • Introduce the Deep Data archiving solution to archive the clients redundant data.
    • Conduct SharePoint training workshops for staff onsite and via video conferencing for remote workers.
    ...

    The Outcome

    • Productivity and profitability has increased thanks to an effective document organisation strategy that is driven by SharePoint Online.
    • SharePoint Online is now the single centralised document management repository that provides all the functionality the company requires for efficient client and case records management.
    • Client data management has been streamlined through the introduction of SharePoint Online increasing business case efficiency and improving productivity, customer service and client relations.
    • All electronic email correspondence is now saved in SharePoint alongside the respective case files and customer information.
    • The staff are now collaborating more effectively on cases and sharing knowledge from the same repository.
    • The introduction of FAST search capability has made it quick and easy for their staff to find up to date information.
    • As an added layer of security, document version tracking is active and access permissions have been applied at both user and group level, ensuring that all staff only have access to their respective client case details.
    • Any duplicate data has been completely erased from the client’s network, speeding up productivity and reducing the workload placed on their internal file server and exchange servers.
  • Project # 3: Automating New Hire Set Up with RPA in HR department

    The Challenge

    With a combination of attended and unattended UiPath robots, the client was able to reduce the process time to 3-4 min per new employee from 30 minutes. The increased accuracy of the automation also eliminated the time previously necessary for reviewing and correcting errors. This RPA solution proved to be easily extensible during higher volume hiring times, and by monitoring the automated process, the company was able to improve data input, allocation of resources and error handling.

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    This automation resulted in

    • 85% reduction of effort
    • ROI in Seven months
    • A 60% reduction in staff costs
    • A 0% error rate
    • Faster customer response times
    • The cost-effective expansion of capacity
    • An 79% reduction in processing time