Customer Dynamics and Digital Technology International
Choosing a customer relationship management solution (CRM) may begin with comparing your company's needs with the features of the CRM's you're considering. Often, nothing seems perfect. Here's where Customer Dynamics comes in. Customer Dynamics worked with Digital Technology International, a company serving the technology needs of news publishers worldwide, to develop a custom installation of Microsoft's Dynamics CRM that would meet their needs exactly.
When a software company needs software, they know that building it from scratch isn't usually the most cost-effective solution, or even the best solution. But pulling a box off the shelf is also not the best option. Software is designed to serve the widest possible range of needs, not to suit your company. A customized installation gives you the benefits of a custom set up without the cost and inefficiency of a completely new proprietary solution.
"During the initial phase of implementing Microsoft Dynamics CRM, Customer Dynamics demonstrated a true gift for listening to what we were saying, and extracting and simplifying what was most essential," says Project Manager Jennifer Wormald. "They really know the software -- and were able to quickly identify out-of-the-box functionality to address what we needed."
The main thing DTI needed was to get all the information together for real-time access. DTI began by bringing all the sales force into the system. "Our sales manager has the ability to get a forecast on what's in the sales pipeline at any given point in time," says Wormald. "It gives him real time data and enables him to keep up on opportunities and how they're progressing. If he needs more detail, he can drill down into the numbers. It gives him a clear idea where resources need to be applied."
The first phase used Microsoft Dynamics CRM in sales, collecting customer and competitive information to support a customer-centered approach to business. DTI plans to roll the CRM out through the whole company. Customer Dynamics plans to be there throughout the process. "They've helped us resolve a lot of workflow complications, simplifying things for us," says Wormald. "They're very adept at listening to what we're saying, and drilling in to extract what is most relevant to what we're trying to resove. They're extremely knowledgeable about the system, and are great at coming up with alternative ways for doing things. Customer Dynamics working with us in implementing the system is making all of our lives easier."