Cranes Software : Customer Relationship Management

A Microsoft Dynamics based CRM implementation that helps the top management to speed up customer grievance redressal

Tuesday, May 06, 2008

Cranes Software reaches out to its global customers through its 14 business units and a network of re-sellers and distributors across the globe. The company was using Microsoft Office Access based in house application for sales and service and wanted to scale up the tracking and management of marketing activities, as also the tracking of campaign plans and budgets. The company sought a single, fully integrated CRM system that could offer ease of use for employees and that would neatly integrate with other Microsoft technologies. Microsoft certified implementation partner, Sonata Software, analyzed the system requirements of the company and customized Microsoft CRM 3.0 to meet its business needs. The modules implemented were Sales, Marketing and Services. The solution handles all sales activities, tracking them to closures. Marketing activities, lead generation, and campaign management are also taken care of. Proper processes have been set up to track and escalate customer queries, and then the solution is communicated to the customer. The implementation was completed in three months. Testing and training took another one month. To date, the CRM solution has been rolled out to 90–100 users.

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