Middle management can manage their sales staff more easily
The new CRM system also brought changes for middle management. “Managers are now able to manage their sales staff more easily. They are provided with up-to-date information on unfinished proposals and meeting schedules. Additionally, the CRM system is connected to our service fleet management system – O2 Car Control. A manager can, with a single click in the CRM system, verify that a sales person has physically visited a particular customer at a particular time,” said Budín.
Microsoft Dynamics CRM provides workflow for the preparation of proposals
O2 also took advantage of another advanced function in Microsoft Dynamics CRM – the ability to serve as a platform for managing workflow – and integrated it with their system for the creation of proposals. When creating a quotation, the CRM system takes complete control of the entire approval process, including the workflow for approving exceptions, taking account of projected employee absences for holidays, sickness, ensuring delegation to appropriate employees based on approval competencies.
O2’s specialised pre-sales and delivery unit manages its staff more efficiently
The CRM system also provides an important function for the hundred-member specialised pre-sales and delivery unit, which uses its service module. Microsoft Dynamics CRM replaced both the previous CRM system and a specialised solution for project management and vendor management. The CRM system is used for the management and capacity planning of each individual expert and external vendor. As at the contact centre, scheduling depends on the competencies of individual workers. Based on pre-set parameters and metrics, and following evaluation of each request by the competent manager, staff are automatically assigned to individual pre-sales requirements so that resolution proceeds without unnecessary delays.
Safety and data accuracy increased significantly
The new CRM system contributed greatly to improved safety and data accuracy. “Previously it was the rule and often the need that data must be exported from the CRM system to Excel where all sorts of additional calculations, reports for top management, and detailed quotations for customers were prepared. The company thus circulated huge numbers of Excel files, often in printed form, which were highly problematic in terms of ensuring up-to-date data and monitoring their workflow,” commented Petr Budín. “Microsoft Dynamics CRM, thanks to some modifications made by LLP CRM and the provision of user-definable dashboards, brought all the necessary functionalities, including reporting. Data exports have since been banned and presentations to top management whether of transactions or of KPIs, whether numeric or graphical, come directly from the CRM system,” he adds. In addition, all outputs are interactive and more details being provided with just one click as needed.
“Microsoft Dynamics CRM transformed the quality of work of all 2,500 CRM users who benefit from greatly simplified and streamlined work. Its deployment helped to eliminate many manual operations, removing the need for the manual processing and exporting of data, and put accurate, interactive real-time data into the hands of middle and top management,” thus Budín summarises the benefits of the new system. “Additionally, the new CRM system significantly reduced the burden on our IT department and made us able radically to accelerate the resolution of requirements for further customisation. Not to mention the fact that 80 % of change requests can be managed by our business administrators without incurring external cost,” he adds.