Contact Center Solutions Featured Article

November 01, 2007

Microsoft CRM Replaces GoldMine at AccessVia

By David Sims


Microsoft (News - Alert) announced that AccessVia, a vendor of in-store signage, labels and e-commerce applications, has selected Microsoft Dynamics CRM 3.0 to integrate all its internal data and processes, replacing its previous system, based on GoldMine software for CRM.
 
AccessVia, based in Seattle, provides communications services to retailers.
 
The company had been using three separate internal IT systems for customer relations, time tracking and sales. Forecasting and planning were "suffering," company officials say, since the company had outgrown its software.
 
Scott Hunter, systems administrator for AccessVia, said with Microsoft Dynamics CRM, "we were able to consolidate several internal processes and tools into a single offering that brought the whole company onto the same page."
 
AccessVia officials say the Microsoft Dynamics CRM system allows better reporting, improving its filtering and reporting by tenfold, compared to its previous software. And with its integrated system, company officials say they have cut the time needed for support from its IT team by 75 percent.
       
The company also has retired its Microsoft Office Access database for licensing management, incorporating that function into Microsoft Dynamics CRM as well.
 
Earlier this week Microsoft announced that Logos Bible Software, a developer and distributor of Bible software in multiple languages, selected Microsoft Dynamics CRM to replace its aging customer relationship management system with technology that integrates all customer data.
 
Logos, a $15 million company based in Bellingham, Washington, offers software used by members of the clergy, seminary students, missionaries and lay leaders in more than 180 countries. Its electronic Bibles, theological works, pastoral resources and other texts are available in numerous languages, including Greek, Hebrew and Latin.
 
The company chose Microsoft Dynamics CRM to "gain comprehensive new efficiencies not available with its previous CRM system, which required customer service representatives to navigate a number of unconnected databases to retrieve information," according to Microsoft officials:
 
"With the earlier system, agents had to call customers back because they needed to look for answers to questions in several different places." Microsoft Dynamics CRM technology will allow the service staff to collect all its customer information in one system.
 
Want to learn more about the topic covered in this article? Check out TMCnet’s White Paper Library, a collection of in-depth information on relevant topics affecting the IP communications industry. This information is free to registered users.
 
David Sims is a contributing editor for TMCnet, covering the customer relationship management (CRM) and call center industries. He also blogs for TMCnet here.


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