Microsoft

Microsoft Dynamics CRM Implementation at a leading Non-profit Organization in America

Business Need
An American non-profit organization in education, was facing challenges due to the lack of a central database of its external stakeholders making it difficult for employees to keep track of key information. In addition, contact information was maintained in discrete non-standardized systems across the organization. With the funds being dispersed to different entities across different levels of hierarchy, information related to relationships and contact details needed to be captured at various times and shared across the organization. It needed to record and track calls made by various contacts with a 360-degree view of stakeholder information.

Our Solution
After an extensive study of the organization’s processes and its relationships with various stakeholders, Infosys proposed a solution that integrated Microsoft Dynamics CRM 3.0 with custom built packages across 25 different integration points with seamless user interface and data transfer between the two modules. Our solution leveraged a common contact database to ensure updated and usable data, enabling knowledge sharing across different groups in the organization. We also developed a customized interface to provide executives a 360-degree view of contact and call information, synchronized Microsoft Outlook Express, developed workflows to assist automatic e-mail routing of system reports based on business rules, and also created custom entities with restricted access to ensure the availability of strategic stakeholder information.

Benefits
  • Efficient management of stakeholders’ data and their relationships with other entities:
  1. Provided appropriate interface to record and retrieve stakeholder information
  2. Enabled users to record confidential information about stakeholders with restricted access
  3. Incorporated various inter-relationships between stakeholders in the end-to-end robust system
  • Effective and timely reporting
  1. 360-degree view of the organization for executives to take better informed decisions and customized reports for comprehensive user information
  • Single point access to all knowledge base articles
  1. Enabled staff to share relevant articles and information with the organization in a pre-defined format and access the same at any given point in time
  2. Single user authority to validate the shared knowledge base while providing access to the entire staff for the uploaded articles
  • Improved employee efficiency at work by facilitating day-to-day operations
  • Increased operational efficiency due to consolidation of contacts management, call management, legal and other organizational business modules

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