Simplifying data sharing
Polaris improves customer service and staff productivity
By Staff -- Manufacturing Business Technology, 5/1/2008 12:00:00 AM
Polaris Industries is one of the world's largest manufacturers of all-terrain vehicles and the recognized leader in the snowmobile industry. Polaris' Victory motorcycle division, established in 1998, represents the first all-new, American-made motorcycle in nearly 60 years.
Five separate groups within Polaris provide support to consumers, internal sales staff, and dealers, and the disparate call-logging systems did not share data. Polaris recognized the need to improve customer service and reduce redundant efforts to enhance productivity.
With the support of Microsoft partner Inetium, Polaris implemented Microsoft Dynamics CRM 3.0 Professional Edition and Microsoft Office SharePoint Portal Server 2003 with Windows SharePoint Services. At a later stage, the phased project also included the deployment of Microsoft Commerce Server.
Using a third-party data migration program, Polaris populated Microsoft CRM with critical customer data from Web and legacy applications.
The integration across legacy programs and existing Microsoft applications enables Polaris employees to provide a higher level of service with less effort, resulting in both improved service and increased productivity.
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The adoption of Microsoft technologies, including Microsoft CRM, allowed Polaris Industries to integrate legacy applications and existing Microsoft solutions. As a result, Polaris employees can offer a higher level of customer service with less effort. |
“With just twenty minutes of training, employees knew how to use Microsoft Dynamics CRM, including navigation to Polaris' legacy applications,” says Neil Quade, consumer service and warranty supervisor for Polaris Industries.
Microsoft CRM was customized to filter forms to speed the process of resolving issues and improve the productivity of Polaris support representatives. When a Microsoft CRM report is exported to Microsoft Excel, managers and associates can click on the case number in the spreadsheet and the system automatically opens the full case file in Microsoft CRM. Whether customer information resides in AS/400 files, Oracle Database tables, or Microsoft SQL Server tables, users can access the information with a single click.
“Microsoft CRM lets sales and support teams work together in ways that were not possible with the legacy applications,” says Bede Braegelmann, Polaris' project manager for sales, service, and marketing.
Joint value proposition:
Inetium, an enterprise IT consulting firm, operates on the principle that CRM works best as part of an entire business application framework. Accordingly, when Inetium works with clients on CRM strategies, its ultimate goal is helping the client create holistic solutions—blending processes and applications—that allow for making better decisions about marketing products and services to prospective customers, in addition to giving the client the ability to offer the type of personalized service that breeds long-term customer loyalty. Inetium has chosen Microsoft Dynamics CRM as its primary platform for creating and supporting these holistic business solutions. Inetium also relies on Microsoft technology such as SharePoint Portal Server to build the collaborative frameworks that are often essential to creating enterprise-wide CRM strategies.
Inetium Solutions
Inetium's CRM practice provides advisory and implementation services. At the core of a CRM solution is software, and Inetium has chosen Microsoft Dynamics CRM as the strongest CRM platform to architect a complete business solution.
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Environment assessment and envisioning: Inetium's process for identifying needs and proposing a CRM strategy encompasses a business environment assessment, a technology environment assessment, and a roadmap for short- and long-term priorities.
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Microsoft Dynamics CRM implementation: Inetium's services include installation and configuration, Microsoft Dynamics CRM solution design, and deployment strategies.
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Migration/Integration: These Inetium services include migration assessment, integration with other applications, and integration with Microsoft Office Platforms Server. Customization: Based on a customer's specific needs, Inetium offers application development services and custom reports.
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Training: Inetium provides end-user or train-the-trainer sessions and can liaison with larger training firms when needed.
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Support: Inetium Support, available on retainer or on a time-and-materials basis, includes ongoing maintenance and emergency support.
Microsoft Solutions
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Microsoft Dynamics CRM: A fully integrated customer relationship management (CRM) suite with functionality for managing customer contact information and sales opportunities as well as customer quotes, orders, and service contracts. The system can drive consistent and measurable improvement in customer service processes.
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Microsoft Office SharePoint Portal Server: An integral part of the Microsoft Office System family, SharePoint is a portal framework for Web-based collaboration and content management with built-in workflows for processes such as approvals.
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Microsoft Windows SharePoint Services: Part of Microsoft Windows Server, this versatile technology helps increase the efficiency of business processes and improve team productivity.
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Microsoft Commerce Server: Microsoft's premier server for creating e-commerce solutions enables more rapid development and empowers administrators and business users to more efficiently manage and maintain sites.
