If you thought CRM, or Customer Relationship Management, is just a fancy word for tidying up your Christmas Card list you’re definitely missing the point and certainly the big picture as Evaware’s client Moore Stephens Isle of Man (“MSIOM”) can now attest.
In fact not only can a highly capable CRM system optimise your customer experience and opportunity for cross selling but it can be the road to overall business improvement and the fast track to a prestigious global accreditation.
Evaware helped Moore Stephens Isle of Man (“MSIOM”) with its choice of CRM systems and the selection, customisation and implementation of Microsoft Dynamics CRM 2013.
MSIOM is convinced that having CRM in place was key to its recently becoming the first business of its type in the Isle of Man to earn the international ISO 9001 accreditation.
“We certainly didn’t plan it that way,” says MSIOM’s senior partner Clive Dixon, “We started both projects not realising the impact Microsoft Dynamics 2013 would have on overall procedures, workflow and corporate but were then amazed to discover that the associated changes it precipitated in our business would put us so far ahead with our ISO 9001 accreditation.”
Although a brand most often associated with Accounting, Moore Stephens in the Isle of Man is a diverse and not always intuitively complementary combination of nine businesses including superyachts, retirement solutions, financial services and fiduciary services for ultra high net worth individuals.
“Even before seeking ISO accreditation, we knew we had to find something to help us optimise the customer experience and capitalise on cross selling,” says Dixon.
ISO 9001 is the world’s most widely recognized quality management standard that lays out outlines pathways to achieve and measure consistent performance and service giving existing and prospective customers confidence in what they can expect.
“It’s not an easy standard to earn – we help a large number of firms achieve their ISO accreditation but this was the first using Microsoft CRM 2013; with it they were over halfway to their accreditation,” say Kevin Burnell, Managing Director of ISO QA Isle of Man Limited,
“Because Moore Stephens already had it, not only was the proper culture already embedded, but it was relatively easy for process owners to just jump on CRM 2013 and clearly demonstrate their existing systems and procedures to the ISO auditors.”
Despite being one of the most powerful, Microsoft Dynamics CRM 2013 is not always first choice for many companies, ironically because of its flexibility. It can be made to do almost anything from managing workflows to running email campaigns, but its flexibility is a problem for many companies who find it intimidating. The alternative is something far less flexible with a solid out of the box structure,
“We knew we couldn’t do it alone – that’s where Evaware came in,” says Dixon, “Nick and his team worked with us, more as guides than consultants, and helped us customise and maximise what we could do with that basic framework and, very soon, the whole Moore Stephens team realised that there was almost nothing we couldn’t do with it.”