Revitalisation of Microsoft Dynamics CRM

About GN Netcom A/S

GN Netcom A/S, also known as Jabra, markets a broad range of hands-free solutions for mobile phones, contact centers, offices and Unified Communications. Jabra's award winning product range includes the world's best-selling Unified Communications, Bluetooth®, corded and wireless headsets. The company is founded in 1869 and listed on OMX Nordic Exchange, employing app. 1200 employees.

Situation

GN Netcom has used Microsoft Dynamics CRM since version 1.2 (2004) and uses Microsoft Dynamics CRM as the central system that collects all the relevant sales and marketing master data, such as marketing lists for newsletters and various web marketing campaigns.

The sales process is also managed in CRM, ranging from collection and distribution of leads, pipeline management, and identification of group sales efforts. Customer Support and complaints are handled in Microsoft Dynamics CRM service module, where an effective case handling receives inquiries by telephone, email and web - and rapid response is returned, not least because the central knowledge database that contains all relevant information specified by product and type of error.

Solution

GN was in 2007 in need of 'revitalizing' Microsoft Dynamics CRM. As one of the first tasks AlfaPeople trained all employees around in the subsidiaries in how to use Microsoft Dynamics CRM to the fullest. Since then AlfaPeople has participated in a number of 'sub-projects', including the handling of customer support, streamlining 'outbound calls' implementation of Microsoft Dynamics CRM in the Danish organization and most recently AlfaPeople helped GN Netcom to upgrade from version 3.0 to version 4.0.

Microsoft Dynamics CRM in GN Netcom

• Microsoft Dynamics CRM since version 1.2 (2004), current version is 4.0, 550 users in 28 countries
• Microsoft Dynamics CRM is the primary tool supporting cross-functions within the Marketing, Sales and Customer Service teams
• One server supporting EMEA and APAC, One server supporting the Americas
• Integration to local ERP systems (Microsoft Dynamics NAV) using integration software from Scribe Software

AlfaPeople’s Engagement

AlfaPeople have worked for GN Netcom since January 2007 and have been engaged in a number of different projects. At time of engagement GN Netcom had already Microsoft Dynamics CRM 3.0 installed but user adaptation was low. Some of the projects AlfaPeople engaged in are:

• Re-deploy CRM in the organization (Europe and APAC) by strategy mapping, alignment and execution
• Mapping of core requirements with different core groups followed by rollouts. Some of the projects were (key words):
• Customer Support
• Effective Management of Outbound Calls (Marketing)
• Sales Management 
• Marketing segmentation
• Technical upgrade from version 3.0 to 4.0

Currently AlfaPeople have ‘handed-over’ to GN IT that are taking care of the daily support. For larger projects GN IT is requesting services from AlfaPeople.

In 2009 AlfaPeople were contacted by GN Netcom’s sister company, GN ReSound, whom AlfaPeople have helped with their Microsoft Dynamics CRM installation.