|
|
| |
Case Study - Leading chemical informatics provider |
| |
View PDF  |
|
Achieving real time customer service
and customer contact solutions with Microsoft CRM |
| Q3's global sourcing model gives the maximum benefit to customers in terms of cost savings, improved quality, access to highly talented professionals, flexibility of operations and reduced time to market. |
| |
| Company
Profile |
- Client is the leading supplier of Internet browser and webserver based life
science desktop software, enterprise solutions, chemical databases and
consulting services to the biotechnology, pharmaceutical, and chemical
industries.
- Client’s partnerships with recognized scientific information providers make a
rich array of databases and sources available to customers. Information
publishers include Merck, Wolters Kluwer, Organic Syntheses, Derwent and ISI
(Thomson), and InfoChem (Springer Verlag/Candover & Cinven).
|
| |
| Business Situation |
| When a company executive describes his critical software as a mixed bag, it may be
time to upgrade. And in fact, that’s the issue our client found itself facing recently. The
company’s previous customer relationship management (CRM) efforts centered on a
hodgepodge of software, including Talisma, contact management functions within
Microsoft Outlook, and several call-tracking systems. As the company grew to more
than 600,000 customers, it found a need for a formal CRM solution that could integrate
sales and service capabilities, improve sales forecasting and pipeline, and be accessed
remotely. Equally important, the solution had to be something that the salespeople
and service people would see as valuable to them, and not as a Big Brother-type tool.
Finally, because of the rapid pace of business in this industry, the solution had to be
implemented quickly. |
| |
| Solution |
Client selected Microsoft CRM for many reasons, including its compatibility with the
company’s business Solutions. Because of previous experience with a different CRM
solution client wasn’t sure what to expect from the implementation. We approached it
with trepidation. The process took less than a month and was even more affordable than
client had envisioned. Equally important, Microsoft CRM required little customization to
meet the company’s specific needs. About 90% of what we needed came right out of the
box
- Q3 set up a dedicated team consisting of a team lead and customer support
personnel with internal program managers to monitor and guide the client-vendor
partnership.
- Huge volume of customer newsletters and updates are mailed regularly without
single miss and customer responses for sales or otherwise are efficiently handled.
- The support model was devised to integrate client and Q3 teams for hierarchy
based escalation process and responsibility focus.
|
| |
| Benefits |
- Less time in meetings and more time in front of customers
Now, with Microsoft CRM, everyone has the data live. Salespeople have more time to
pursue new accounts and serve existing customers.
- Increased success of channel partners
Client is able to make the sales channel more productive.
- Improvements to sales, service, and products
Microsoft CRM allows uncovering the reasons behind service calls. That information
makes us more proactive, so we can do preventive work to keep calls from coming
in.
- Critical assistance in corporate-management activities
It’s helped to better manage the company with more timely and accurate information.
- Major Cost Savings
Complete system was achieved in a very cost effective solution on account of being
able to cut down resource costs from average $90,000 to approximately $30,000 per
resource.
|
| |
|
|
|
| |
Customer Speaks |
| |
| |
 We have found Q3 to be flexible, technically superior and most importantly strictly adherent to deadlines. With little in the way of formal specifications they have worked their magic accurately, thoroughly with little or no corrections. I find the entire team, especially our technical liaison, to be available and really understand our customers’ needs and desires for challenging software. I highly recommend Q3 to all those who need a outsource partner with depth, breadth and a competitive cost structure. |
J. Brooke Aker
CEO, Acuity Software, Inc. |
|
