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Microsoft Dynamics 365 Training

Storage box location takes priority over contact details - unusual, but perfect for this business

clientstoreaboxlogo

Organisation

StoreABox are a small business located on Sydney's northern beaches. They offer a very customer focussed and cost effective solution to the challenge of storing large amounts of documentation and paperwork that is faced by many businesses especially those such as architects, medical practitioners and accountants.

Challenge

In 2009 one of their original directors Glenn Dobson, who is also a director of Kona (www.kona.com.au) a management consultancy, realised that implementing a CRM solution would give StoreABox a huge advantage over their competition.

Solution

Opsis implemented a hosted Microsoft CRM for a single user for StoreABox. The solution that Opsis created for StoreABox does not focus on the usual aspect of CRM i.e. Customer contact details but on the box locations.

Benefits

StoreABox have been able to reduce significantly their paperwork as result of this and are also able to locate any stored box very quickly. In the future StoreABox will be extending their use of CRM to marketing and the sales of other storage related products.

CRM training improves business productivity and users profit from their member information in a much more effective way

Organisation

clientaiialogo

The Australian Information Industry Association (AIIA) is the nation's peak industry body for the technology sector. AIIA sets the strategic direction of the industry, influences public policy and provides members with productivity tools, advisory services and market intelligence to accelerate their business growth.

AIIA's core business is to represent the IT industry in Australia and as a not for profit association relies on income from the sale of memberships, events and sponsorship. A member of the AIIA is an organisation who is either part of the IT industry in Australia or a supplier to the IT industry.

Challenge

AIIA had deployed Microsoft CRM a couple of years previously. However the initial implementation did not really meet the operational needs of the association. The functionality hadn't been fully scoped and integration with the website resulted in significant customer and user dissatisfaction. As AIIA is meant to lead the IT industry they are expected to lead the way with CRM and similar items. However continuing issues perceived to be CRM problems were causing them considerable embarrassment.

Solution

Opsis, through an introduction via NSW.Net earlier this year, were invited to assist AIIA to enable them to get better use from Microsoft CRM. To date we have conducted a workshop assessing business process and to map it to CRM, trained their users, provided on call support and done some minor repairs and hot fix upgrades.

Recently we ran a few hours of training to show some key AIIA people how to run a personalised campaign from inside CRM and to track the responses. Previously this was something that they were using an external email marketing application and so were unable to use the responses with their other customer information inside CRM. They are now able to profit from their member information in a much more effective way.

Soon AIIA will be embarking on a larger project to integrate a new website to Microsoft Dynamics CRM so that their members can interact directly with AIIA and self serve where appropriate. AIIA's goal is to be able to manage all relevant information via the website interface that will be passed directly through to CRM which will then respond automatically. Finally delivering the full benefits that Microsoft CRM can provide. Opsis is proudly an AIIA Digital Partner and joins other leading technology firms to redevelop a new online future for the association and industry.

Benefits

"Opsis has helped us to better understand campaigns and the sales process in CRM and we can now see where productivity can be improved across the business. The training and support we so desperately needed has been great for my team who have really appreciated Gill's advice as have I."

Kelly Hutchinson – General Manager, Corporate Relations and Program, AIIA

The sales team were able to produce quotations ten times faster with Microsoft CRM

Organisation

clientavnetlogo

Avnet Services, http://www.avnet.com.au/cloud.html, a division of Avnet Technology Solutions (Aust) Ltd, are a provider of hosting solutions and virtual hardware to both resellers and direct clients. They guarantee a higher level of uptime (99.999%) than anyone else.

Challenge

Avnet Services had deployed Microsoft CRM a couple of years previously using internal resources who did not fully understand CRM. The initial implementation did not really meet the operational needs of the organisation which had grown significantly, and was being used as a glorified address book. Their quotation process was conducted completely outside of CRM, required manipulation of a complex spreadsheet to generate prices and then copying this into Word - just to send out a proposal to their prospects. The proposal then required further editing to meet the unique needs of that proposal.

Solution

Opsis were invited to assist Avnet Services to get better use from Microsoft CRM. We have enabled Avnet Services to manage their entire sales cycle through Microsoft CRM by:

  1. Bringing all of the large and frequently changing product catalogue into CRM
  2. Automating all of the follow up reminders required to close a sale, and
  3. Creating proposal templates.

Benefits

The results have been exceptional.

  1. Reduced the time for producing a quotation from up to two hours down to as little as 10 minutes. These proposal documents have exactly the look and feel that Avnet Services need.
  2. Automated much of the sales cycle taking many of the previously manual processes and handing them to CRM to look after.
  3. Provided a much better view of the pipeline with alerts generated automatically, so that they are able to easily maintain regular contact with their key clients.
  4. The revamped CRM has also made managing the frequent price changes of their complex price list relatively easy.

As part of our solution we also trained all Avnet Services sales staff so they were able to take full advantage of the new functionality.

The future plans for the solution include extending the use of the sales process to the solution delivery team, integrating it to their invoicing system and making managing their pricelists in multiple currencies easier.

Reports happen in the background: Staff simply focus on their jobs

Organisation

clientappliedtraininglogo

Applied Training is a Registered Training provider based in Sydney, NSW with offices in Wollongong and Newcastle. Their primary business is the provision of training to companies and individuals, especially using government grants to assist with the payment. The directors of the company also own other businesses including Greenhouse Strategies.

Challenge

During 2008 Applied Training realised that they needed to improve how they conducted their marketing and customer administration to enable them to capture and successfully manage a larger market to compensate for some of the changes that were being introduced in government funding. They investigated a couple of different CRM solutions including Microsoft Dynamics CRM 4.0. Their challenges were that their processes were very manual, with unlinked spreadsheet reports and they had no real time view of sales across the business. Management had little confidence in the reports that they were receiving.

Solution

Opsis deployed Microsoft CRM 4.0 as a hosted solution using a hosting partner. The hosted solution was particularly attractive to Applied Training because of the ease with which they could add new users. Applied Training selected Opsis for their CRM deployment / project because they believed that they were able to lead the changes in the way that the Applied Training team worked, moving them from a very manual process where the reports were a separate task to being more effective and efficient. This has subsequently been proven in a different project in a sub-division of the business - Greenhouse Strategies  - which enables consumers to insulate their homes using the Government grants. They are looking forward to seeing the same benefits in the training business during 2010. By customising Microsoft Dynamics CRM, Opsis created a solution for Greenhouse Strategies that enabled the screening of prospects over the phone and the tracking of the customer from initial call to completion of the installation.

Benefits

The management of Applied Training love their reports and the ease with which they were configured – almost before their eyes. They are now confident in the reports that they are receiving and feel confident that they are making decisions based on real information and not emotion. The employee satisfaction has increased because the team are not creating reports as a separate activity – they just do their jobs and reports happen in the background. Lost customers are a thing of the past.

Applied Training originally contracted Opsis to implement Microsoft Dynamics CRM to help them manage their training clients. However, when another project suddenly became critical, they were very happy with the ease with which the Opsis team were able to switch stream and get a solution for this project. They are looking forward to seeing the same benefits in the training arm of the business early in 2011.

This page demonstrates some of the problems that Opsis has solved for our clients - are you next?

clientavnetlogo

Avnet Services

Avnet Services, www.avnet.com.au/cloud, a division of Avnet Technology Solutions (Aust) Ltd, are a provider of hosting solutions and virtual hardware to both resellers and direct clients. They guarantee a higher level of uptime (99.999%) than anyone else.

Continue reading »

clientappliedtraininglogoApplied Training

Applied Training is a Registered Training provider based in Sydney, NSW and their primary business is the provision of training to companies and individuals.

Continue reading »

clientaiialogoAustralian Information Industry Association

The Australian Information Industry Association (AIIA) is the nation's peak industry body for the technology sector. AIIA sets the strategic direction of the industry, influences public policy and provides members with productivity tools, advisory services and market intelligence to accelerate their business growth.

AIIA's core business is to represent the IT industry in Australia and as a not for profit association relies on income from the sale of memberships, events and sponsorship. A member of the AIIA is an organisation who is either part of the IT industry in Australia or a supplier to the IT industry.

Continue reading »

clientstoreaboxlogoStoreABox

StoreABox are a small business located on Sydney's northern beaches. They offer a very customer focussed and cost effective solution to the challenge of storing large amounts of documentation and paperwork that is faced by many businesses especially those such as architects, medical practitioners and accountants.

Continue reading »

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Getting in touch with us is easy - we'd love to hear from you

Phone: +61(2) 8212 3480

Email: opsisinfo(at)opsis.com.au

Skype: opsiscrm

Postal address: GPO Box 2479, Sydney, NSW 2001

Office Address: Suite 1a,
993 Pacific Highway,
Pymble, NSW 2073

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Opsis is an expert Microsoft Dynamics 365 consulting company. Our focus is your Microsoft Dynamics 365 success - not licence sales or billable hours. As Principal Consultant, Gill oversees all business operations and strategic planning and execution, yet she still believes in offering personal attention to each and every client, so as to understand their needs and offer tailored solutions.  We are based in Sydney, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia.  We offer Microsoft Dynamics 365 strategy, Microsoft Dynamics 365 scoping, Microsoft Dynamics 365 implementation, Microsoft Dynamics 365 technical support, Microsoft Dynamics 365 advice and guidance, Microsoft Dynamics 365 training and mentoring.