Maritime News

Elcome International implements Microsoft Dynamics CRM 2013

The new Microsoft Dynamics CRM solution will automate the sales process, customer service and key performance indicators

Elcome International, one of the world’s leading turnkey marine solutions provider for navigation, communication, electrical, and safety systems, has implemented Microsoft Dynamics CRM 2013 Online. Elcome International is one of the first customers to adopt Dynamics CRM Online in the region. The new Microsoft Dynamics CRM solution will automate the sales process, customer service and key performance indicators (KPI) to make a great impact in the workforce

The project, implemented by Metadata Technologies using Microsoft Dynamics CRM 2013, aims to bring in best practices across sales and customer service. This in turn will allow the Elcome team to streamline their workflow, resulting in improved customer service, faster turnaround times, and greater visibility of their business pipeline.

CRM solutions are gaining momentum in the region with more and more organizations seeking ways to implement profitable customer retention and prospect conversion strategies.

“Elcome International is the global leader in turnkey maritime solutions and we are proud to be their partner in this CRM initiative”, says Rasheed Muhammed, Managing Director of Metadata Technologies, a Dubai Internet City based company specializing in Microsoft Dynamics CRM solutions.  “We hope to help Elcome achieve their business objectives with Microsoft Dynamics CRM 2013 which offers great adaptability and customization features”.

“Microsoft solutions enable a business to get connected throughout, from management to the frontline, from suppliers to sellers and most importantly with its customers any time anywhere. Microsoft Dynamics CRM 2013 Online further energizes and empowers these connections with real time information and collaborations,” said Karim Talhouk, Microsoft Business Solutions lead at Microsoft Gulf.

“Elcome International is the first company in UAE to leverage the unique power of Microsoft Dynamics CRM 2013 Online to drive productivity through improved customer satisfaction.”

Starting with Microsoft Dynamics CRM Sales Automation feature, Elcome will have a complete view of customer data online and enable sales people to get real-time access to leads, segment customer lists into distinct benefit groups, and then market to one or more of the identified segments using a workflow-driven model.  It also facilitates sales people to submit proposals on time, track response time, and escalate to management for unattended leads.

“As an engineering and technology driven business, we were looking for a sales and service management solution that would provide us with real-time metrics on how we’re doing and how we can improve our performance in these areas,” said Jimmy Grewal, Elcome’s Executive Director. “Due to our considerable investment in Microsoft’s cloud services such as Office 365 and Azure, and the excellent support received from Metadata, it was only natural for us to select Microsoft Dynamics CRM Online.”

Customer Service Automation helps Elcome respond faster to customer service issues and empower their organization to anticipate, address and deliver consistent, efficient customer care that contributes to long-term business profitability.

Due to necessity of an integrated solution with Microsoft Dynamics GP finance module, with the help of its deployment partner Metadata, Elcome implemented Scribe Software to integrate between Dynamics CRM Online and Dynamics GP.  This provided an elegant solution to exchange data between CRM and GP and offer seamless transactions between various departments like sales, finance, customer service, etc.

Some of the other areas of focus for Elcome is the implementation of Goal Management (KPI Management), which enables sales managers to spend less time setting up and managing their team goals and more time on attaining them with the new streamlined goal management feature. It allows them to easily define, track, manage, and visualize diverse metrics such as group / individual sales target, group/ individual gross profit, lead generation rate, CRM Utilization.

Metadata completed the entire implementation including CRM Online integration with Dynamics GP in less than two months by utilizing Scribe integration tool.

Elcome selected Microsoft Dynamics CRM Online after evaluating a number of alternate cloud-based CRM solutions. The key reason for selecting Dynamics CRM 2013 Online was its ease of integration with Office 365.

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