VIEWS: 104 PAGES: 5 POSTED ON: 6/15/2010 Public Domain
Supertech, a real estate developer, has developed some of the modern and finest residential and commercial complexes in New Delhi. With approximately 500 employee strength, the company was using a range of different systems to track their sales opportunities. Supertech sought the assistance of Religare Technova, a Microsoft® Certified Gold Partner to implement a customised system based on Microsoft Dynamics CRM 4.0. The new system reduces administrative overhead and improves operational performance by better harnessing the power of business data. Now, the company can provide better support services to its customers, ensuring increased customer satisfaction. In addition, Supertech has dramatically reduced time spent on administrative tasks and can run customers’ reports in seconds, saving valuable time.
Microsoft Dynamics Customer Solution Case Study Real Estate Company Increases Efficiency by 50 Percent Revenues Grows by 5 Percent Overview “With CRM, the sales team has been able to reduce Country or Region: India Industry: Construction the sales cycle by 50 percent. In addition, we have seen a 20 percent increase in conversion rates.” Customer Profile Naveen Sharma, Head Information Technology, Supertech Founded in 1988, Supertech Limited, a premier real estate developer, constantly works towards creating new benchmarks of architectural excellence in the contemporary global environment. Supertech, a real estate developer, has developed some of the modern and finest residential and commercial complexes in New Business Situation Supertech used disparate applications to Delhi. With approximately 500 employee strength, the company was manage internal processes which led to using a range of different systems to track their sales opportunities. inconsistent and inaccurate sales pipeline information. The company desired a Supertech sought the assistance of Religare Technova, a Microsoft® centralized system for tracking leads and Certified Gold Partner to implement a customised system based on customer queries. Microsoft Dynamics CRM 4.0. The new system reduces Solution administrative overhead and improves operational performance by To mitigate the existing issues, Supertech with the help of Religare Technova opted better harnessing the power of business data. Now, the company for Microsoft Dynamics™ CRM 4.0 to track can provide better support services to its customers, ensuring all its customers’ queries and requests and make information management more increased customer satisfaction. In addition, Supertech has structured and strategic. dramatically reduced time spent on administrative tasks and can Benefits run customers’ reports in seconds, saving valuable time. Streamlines multi channel lead creation, monitors leads efficiently Increases efficiency by 50 percent Increases revenue by 5 percent Increases conversion rate by 20 percent “We have reduced the Situation Naveen Sharma, Head Information Founded in 1988, Supertech Group has Technology, Supertech, explains, “In this time spend on follow up revolutionized the real estate arena with increasingly competitive marketplace, we are calls by an average of architectural excellence in the contemporary aware of the need to improve the way we global scenario. An ISO 9001:2000 certified serve our customers. We therefore needed 65 percent” company, bestowed with “Udyog Ratan” an integrated solution that is capable to Naveen Sharma, Head Information award for its quality standard, Supertech has manage communication with our customers, Technology, Supertech successfully completed 20 years in real track prospects and automate administrative, estate business. sales and support services processes.” Supertech has converted more than 33 Rapid expansion of its business base in million sq. ft. area of residential and terms of number of projects, customers, and commercial entity into architectural number of offices, led Supertech to consider landmarks and more than 36 projects that implementing customer relationship accommodate nearly 6000 families. Its management (CRM) solution. various projects include residential and commercial townships, shopping malls, hotels and IT parks. Solution Supertech reviewed several well-known Until now the company relied heavily on solutions, including Sage CRM, but after the Microsoft Office Access based applications brain storming sessions of the management and Microsoft Office Excel worksheets to team, Microsoft® Dynamics™ CRM 4.0 was track prospects, manage internal processes, considered as the best fit. “The functionality customer information, and to generate was extremely attractive to us,” says Naveen. reports. These systems however lacked “Another reason for choosing the Microsoft workflows or features to track prospects or solution was its inherent flexibility.” monitor customer activity. There was no centralized solution to effectively manage Microsoft Dynamics CRM allows workflow overall processes which led to inaccurate and automation and extends software access to duplicate information. multiple locations with more features and functionalities. At the same time it runs on All leads were tracked and followed manually the Microsoft platform, which is an advantage using Microsoft Office Excel worksheets. This for the organization since all the users are resulted in duplicate entries. Processes were already aware of the usage. chaotic and data entry methodologies were not correctly laid out. This caused errors, Working with Microsoft Certified Gold Partner "Our revenue has gone delays. Sometimes, leads wouldn’t be Religare Technova, Supertech implemented up by 5 percent of the entered, a small error that could potentially cause revenue loss. Microsoft Dynamics CRM 4.0, which today forms the core of its customer engagement earlier value after the capability. implementation of new There was no application to handle leads. Leads when received were entered in Microsoft Dynamics CRM business software solution.” Microsoft Excel worksheets or written on has given Supertech the price point at which paper. These leads were then assigned to the on-premise CRM solution is cost effectively, Naveen Sharma, Head Information executives who would follow it through to and provides a better quality. Ultimately, it Technology, Supertech closure. Supertech didn’t have any quantified has given the company significant savings in results on leads generated and converted. setup and development costs because there was no need for infrastructure and eliminating training needs. Automated e- architecture resources each time a new mails along with phone calls and SMS’s are application is developed. easily recorded and are accessible from within a program for the users at Supertech. Microsoft Dynamics CRM 4.0 implementation They can incorporate CRM processes into at Supertech started in its Noida office in their everyday activities without having to September 2009 and was completed by learn and use a separate system. There are 5 January 2010. The Sales module was users in sales department for CRM. implemented initially. The processes implemented were Lead Management, Avaya Integration, SMS Integration and Reports Benefits Generation. The first phase of The implementation of Microsoft Dynamics implementation is complete and constitutes CRM 4.0 has created a single, consistent sub phases such as analysis, design, approach to the whole life cycle of its development, integration, testing, interactions with customers and potential optimization etc. The agenda on next phase is clients. This, in turn, has enabled the the integration of CRM with SAP. company to better assess potential opportunities and revise strategies where The attraction of Microsoft Dynamics CRM appropriate. 4.0 was increased because of the ease of customization. The solution presents in-built Streamlines Multi Channel Lead Creation and functionalities and tools required by Monitors Leads Efficiently Supertech. It also customized the solution by Microsoft Dynamics CRM 4.0 with customized 65 percent to incorporate SMS integration, features such as integration with SMS, Web Web integration and Computer Telephony and Avaya Systems’ Computer Telephony Integration (CTI). Moreover, lead creation, Integration (CTI). All queries from all the tracking prospects and conversion of lead to above sources are automatically added to a contact is also facilitated using the CRM central lead database, and possess a unique solution. identity. The system routes the data according to business rules. Thus, if a user The inherent integration of Microsoft tries to add the same lead again to the CRM Dynamics CRM with Web forms via its .NET database, the old window pops up notifying architecture has made it simpler for that the data is already present in the system Supertech to build the functionality it needs, and can be updated as required. This without changing the underlying CRM eliminates duplication and errors, saves 2 application. The company is exploring the person hours for the 5 employees’ in the possibilities of integration with SAP in phased Sales department that were responsible for manner. lead data management. The success of the CRM initiative also Increases Efficiency by 50 Percent depended on rapid, widespread adoption of Microsoft Dynamics CRM 4.0 has boosted the the solution. Microsoft Dynamics CRM works morale of staff and helps to increase team as a natural extension of the Microsoft Office productivity. About 50 per cent of managers’ Outlook® messaging and collaboration client. time that was earlier spent on administration has been freed for business-critical tasks. The users have spontaneous and basic Manual processes have been automated and understanding of the solution thereby streamlined. Naveen says “We have reduced the time spend on follow up calls by an relationships with its customers and delivers average of 65 percent” increased customer satisfaction. He further explains, “With Microsoft Dynamics CRM, account managers can qualify sales leads more quickly than ever leading to efficient lead management. We can proudly state that we have saved 50 percent of our time by avoiding information duplication”. Increases Revenue by 5 Percent Naveen comments, “Our revenue has gone up by 5 percent of the earlier value after the implementation of new solution.” This is primarily because we could shortlist leads based on various criteria and focus on leads having greater conversion rates. Tracking each lead generated gives us an insight into a credible pipeline and the lead history gives us cross selling and up selling opportunities.” Increases Conversion Rate by 20 percent Dynamics CRM provides a way to follow the leads from qualification to conversion, developing an ongoing relationship with the customer. Also, a complete view of customer interactions is available to the entire team. This leads to better access to information and collaboration. It also reduces incidents of multiple follow ups with the same customer. Naveen says, “With CRM, the sales team has been able to reduce the sales cycle by 50 percent. In addition, we have seen a 20 percent increase in conversion rates.” Advance notifications are automatically sent to customers and sales executives on various activities like site visit, approvals etc via e- mails from Microsoft Dynamics CRM. This reduces the number of visits customers make to the site. “Customers only visit us to finalize the deal and don’t need to return for updates. This saves time and energy for our salesforce as well as the customer,” explains Naveen. Microsoft Dynamics CRM has consequently helped in strengthening the company’s For More Information Microsoft Dynamics For more information about Microsoft Microsoft Dynamics is a line of integrated, About Religare Technova products and services, call the Microsoft adaptable business management solutions Religare Technova Limited is the holding Sales Information Center at (800) 426- that enables you and your people to make company for the IT business of a large 9400. In Canada, call the Microsoft business decisions with greater confidence. diversified Indian transnational business Canada Information Centre at (877) 568- Microsoft Dynamics works like familiar group. The group pursues aggressive 2495. Customers who are deaf or hard-of- Microsoft software such as Microsoft Office, business interests globally in IT products. hearing can reach Microsoft text telephone which means less of a learning curve for your Financial services, health care, wellness, (TTY/TDD) services at (800) 892-5234 in people, so they can get up and running diagnostics and aviation and travel. With over the United States or (905) 568-9641 in quickly and focus on what’s most important. 2000 employees and presence in over 10 Canada. Outside the 50 United States and And because it is from Microsoft, it easily countries, Religare Technova is poised to be Canada, please contact your local works with the systems that your company a leader in the global IT space. It focuses on Microsoft subsidiary. To access information already has implemented. By automating and clients in key verticals such as Banking and using the World Wide Web, go to: streamlining financial, customer relationship, Financial Services, Insurance, Capital www.microsoft.com and supply chain processes, Microsoft Markets and Health Sciences. Dynamics brings together people, processes, For more information about Supertech Ltd. and technologies, increasing the productivity products and services, call 1800 103 and effectiveness of your business, and 7676 or visit the Web site at: helping you drive business success. www.supertechlimited.com For more information about Microsoft For more information about Religare Dynamics, go to: Technova products and services, call (91) www.microsoft.com/dynamics (120) 339 100 or visit the Web site at: www.religaretechnova.com Software and Services Software Microsoft Dynamics Server: Intel Xeon, 2 GB RAM − Microsoft Dynamics CRM 4.0 Desktop: Intel Pentium, 512 MB RAM Microsoft Office 2003 This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Document published May 2010
Pages to are hidden for
"Supertech"Please download to view full document