Microsoft Dynamics CRM

Ergo solutions provide excellent advice and guidance on how best to transform your business to be customer centric. We specialise in using Dynamics CRM to improve your clients’ customer experience. We genuinely believe that great customer experience can change the world. It makes people feel happier and fulfilled, and a sense that all is right with the world. Great customer experience does not mean great expense and huge investment. These days technology can do most of the work to allow people do what they do best.

Microsoft Dynamics CRM Benefits

  • An impressive user experience across any device.
  • A series of work flow steps in a highly visual way.
  • Measuring performance and presenting results is as easy as using Excel.
  • Spread the cost out over monthly subscription fees.
  • Get started immediately in one section of the business and build from there.
  • CRM within Outlook.
  • Available across multiple platforms enabling you to use it in online or offline mode.

By Division

  • CRM for Sales - Mobile, shows latest revenue
  • CRM for Marketing – Collates data for a single view, email data is incorporated, campaign linking measures recency, engagement score, SEAV
  • CRM for Customer Service – real time information, multiple channels, clear escalation paths, regular feedback

Our Approach Solutions which give business value

Step 1 - Investigate the opportunity or problem.
The main focus at this stage is listening to people. The investigation stage involves getting up close, observing users, "climbing the rockwall" and finding out as much as possible about the situation and background.

Step 2 - Define success: "begin with the end in mind."
At this stage we get agreement on what success looks like. Visualising the end goal means those involved will have some tangible success criteria, describing things at a high level like how, when, where, who, how fast and how much. These criteria will be linked to business value metrics such as a reduction in costs or an increase in productivity.

Step 3 - Explore ideas and the solution.
We start to build ideas on how to create the solution. Using whiteboards and sketches we explore ideas on the solution in more detail. These would include sessions on user experience, business process change, what technology to apply and the delivery methodology to use.

Step 4 - Prepare, prototype, plan.
This is a key step in preparing the business users for adoption of the technology. We make extensive use of prototyping here, and certain agile techniques can be powerful. Good early planning is vital, it is also essential to re-plan regularly to ensure the focus is kept on the end deliverables.

Step 5 - Refine and implement.
During this stage the solution is launched, potentially as a pilot. Many successful projects are divided into manageable phases, where users are given a chance to adopt and potentially refine the system. Gathering metrics on adoption and usage is also a key activity here.

Step 6 - Measure the results.
For any technology solution to deliver business value, it is essential that the benefits are assessed and measured post-deployment. This allows us to compare the business value model created at the outset to the actual benefits delivered as part of the solution. 

 

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Advice on using Microsoft Dynamics CRM effectively

See what Ergo's CEO John Purdy has to say about building customer view for your business, enabled by Microsoft Dynamics CRM

John Purdy inverview

Video Case Study

See how Ergo deployed Microsoft Dynamics CRM solution for Tourism Ireland

Tourism Project
Our Clients
  • EBS
"Ergo’s commitment to excellence in customer service makes them a valued and trusted partner"
Head of IT, EBS