Case Study Make Strategic Business Plans at Right Time Using an Intuitive CRM Tool Challenge
Background
HeartWare is a medical device company which required strategic business plans by territory and account. They anticipated a modern Customer Relationship Management system to maintain a central repository to keep all customer information in one place, manage leads, analyze data, generates sales reports, schedule and track activities of the sales persons etc. They already have a system in place which supports them in customer and employee management; however, to cope up with the ever increasing-managing needs emerging from all the corners, they sought a more advanced solution. After carefully considering all relevant factors, Softweb has suggested customized Microsoft Dynamics as a Customer Relationship Management (CRM) tool for them. The intention is to support their accounts and territory management to be even more successful than they are already!
Our client, HeartWare, is a medical device company delivering products globally. They are committed to deliver safe, high-performing medical apparatus to patients with heart failure. HeartWare’s breakthrough innovations begin with the company’s miniaturized ventricular assist device (VAD). The HeartWare System has been commercially available in other global markets including Europe and Australia. So far, approximately 4,000 patients worldwide have been treated with the HeartWare Ventricular Assist System. HeartWare’s corporate headquarters are in Framingham, Massachusetts.
Marketing Run Campaigns Generate Leads Form a Database
Sales Support Manage Cases Provide Service Develop Knowledge base
CRM
Assign Leads Qualify Leads Convert Leads Track Opportunities
Orders Deliver Products Produce Invoices
GENERATE SALES REPORTS
QUICK LEAD AND CONTACT VIEW
Solutions Softweb’s solution enabled HeartWare to have an efficient CRM system which focused more on quality leads as well as clever management of the opportunities coming in. As a result, they are now capable of managing their contacts and accounts well encouraging lead generation. The CRM application integrated all the business process and put the company in a more comfortable position. As a medical device manufacturing company, HeartWare needs to track a lot of transaction such as tracking orders, invoices, sales leads, employee activities and so on and Softweb’s CRM seemed to be the best CRM they could ever ask for. With the introduction of new CRM, they have found a fresh and promising change in every corner of their business. Some of the main benefits are:
SECURED RECORD SHARING
RUN REPORT
IMPORT/EXPORT BULK RECORD
Case Study Business Benefits O
Ensures competent feature to qualify leads and manage opportunities
O
Excellent solutions to manage contacts and accounts
O
Effortless contacts imports from Outlook
O
Easy tracking of forecasts, orders, and invoices
O
Providing high proficiency in sharing accurate and current information on all customers across departments in real time
O
Convenient features to manage and track e-mail, phone call, and other communication activities with customers
O
Providing charts feature to streamline sales forecasting ability, increased accuracy, consolidate multiple spreadsheets, and formats
O
The CRM system ensures to keep and use all your customer information in one place
O
Work offline when no internet access
O
No requirement for VPN
O
Functional on laptop, iPad, or iPhone
Summary HeartWare has chosen Softweb’s customized Microsoft Dynamics as their Customer Relationship Management (CRM) tool. Softweb team has worked relentlessly on the project to make sure that they get ultimate support of managing their customer relationship than ever before! The CRM tool implementation has helped HeartWare in making strategic business plans at right time as it ensures a great deal of efficiency in scheduling and tracking activities.
Key Features O
Detailed lead view
O
Comprehensive contact view
O
A secured central location for information sharing and accessing
O
Account view feature to view financial metrics
O
Target management feature to track all targets
O
Analyze data using charts and dashboards
O
Assign privacy/security settings to user groups and individuals
O
Generate sales reports
O
Manage and track marketing campaign lists
O
Run Microsoft Dynamics CRM from within Microsoft Office Outlook
Contact Information Technologies Used O O O O O O
Database: SQL Server Architecture: MSCRM Plug-in and Workflow Language: C# Third-party tool: CVENT and Eloqua in incoming phase Web Technology: Asp.Net Tools: CRM Plug-in Developer, CRM Customization, Ribbon Bench, etc.
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