Gonzalez said that, prior to implementing the customer relationship platform, the company’s sales representatives were using Outlook to track their prospects and clients. “However, this system became problematic as each department had different records of calls and requests from the same clients. With no central repository for information it was impossible to share information or actions across the business and no actual customer relationship process existed.
“We realised that we were creating all these campaigns and generating leads but had to track this manually in spread sheets. This process became time consuming with information getting lost and becoming less of a priority which resulted in the company not being able to measure the return on investment,” Gonzalez said.
Gonzalez said the company evaluated Salesforce.com and Microsoft Dynamics CRM Online, and chose the Microsoft solution for the “Outlook integration, familiarity and ability to customise the platform – it does everything we need and we know that the system will grow with us.”