CustomerCaseStudy

Radio Holland Microsoft Dynamics CRM

Customer: Radio Holland Website: www.radiohollandgroup.com Location: United Arab Emirates Industry: Marine Solution: Microsoft Dynamics CRM

Customer Profile

Radio Holland is the leading Quality Provider of

Navigation / Communication Electronics and

Services to the Maritime, Oil & Gas and Land

Communications Industries with 25 years of

operations. Radio Holland Middle East is a part of

Radio Holland Group, a specialized company in the

supply, installation, integration and service of

maritime electronics.

The company has 64 branches worldwide,

strategically located along all major shipping

routes. Radio Holland is part of Imtech N.V., one of

the world's largest service providers in the field of

electrical engineering, ICT and mechanical

engineering.

Radio Holland Middle East represents a wide range

of internationally renowned manufacturers in the

Middle East Region. Radio Holland has many

customers in the shipping market: deep sea ship

owners, coastal & inland shipping, dredging,

government & navy, mega yacht shipyards, fishery,

etc. Radio Holland is known for its 24-hour service

on the spot. Unique is its worldwide ISO: 9001

certification, granted by Lloyds, emphasizing RH’s

focus on delivering quality at all times.

Business Needs

Radio Holland is using an Enterprise Resource Planning (ERP) system which could handle all primary functions but lacked several elements to meet new requirements. “Our business requirements have changed in last few years”says Alex Fernandez, General Manager of Radio Holland. “Service towards our dealer channel has become more important to us. We wanted to be able to manage the communication with our dealers. We used to manage these communications in several locations using a great number of small databases. Because of that, it was hardly possible to collect management information concerning contact-related processes. It was also difficult to enter standard work instructions.” Radio Holland wanted to help its field sales team work more efficiently, give employees access to critical information, reduce technology-related costs, and streamline the technology environment. Mr. Alex Fernandez says, “We were looking for one solution which could manage the communication with our dealers and services organization, and automate more processes.” Key needs for this system included providing the required accurate information to our field sales team and keeping track of service and sales calls. The company researched which solution would fit its requirements and selected Microsoft Dynamics™ CRM business software.

Solution Microsoft Dynamics CRM best fulfilled Radio Holland’s selection criteria for

improving sales and service effectiveness. Much of the functionality Radio Holland

wanted was already built into Microsoft Dynamics CRM, helping speed time to value and

return on current investments in Microsoft® technology, training, and resources. To

drive the implementation forward, Radio Holland worked with CEM Business Solutions,

an award-winning Microsoft Dynamics consulting partner based in UAE.

“Microsoft Dynamics™ CRM delivered out-of -the-box sales and service functionality, workflow

automation, and management visibility into data.” Mr. Alex Fernandez, General Manager, Radio Holland

Workflow automation allows Radio Holland to

automate many paper-based processes,

increasing efficiency and improving

management’s visibility into sales and service

details.“We wanted to rebuild as little as

possible, and Microsoft Dynamics CRM offers a

lot of possibilities out-of-the-box regarding

sales and services,” says Mr. Alex Fernandez.

“And Microsoft Dynamics CRM runs on the

Microsoft platform, which is an advantage for us

as we already have the platform know-how

within our organization. And we want to

maintain as few platforms as possible.”

“We were looking for one solution which could

manage the communication with our dealers

and services organization, and automate more

processes.”

About CEM Business Solutions

CEM Business Solutions is one of the fastest

growing IT companies internationally renowned

for its award-winning implementation services in

the Microsoft Dynamics domain for the past

decade. CEM is a Microsoft Gold Certified Partner

and an ISO 9001:2008 certified company with 12

international offices covering 8 countries creating

significant and quick ROI for their customers. We

are most proud that we have a 98% satisfaction

level among customers, which is almost double the

industry average. With its deep industry expertise,

CEM provides transformational business solutions

for your business by unlocking the potential of

advanced technology.

Because Microsoft Dynamics CRM works as a natural extension of the Microsoft Office

Outlook® messaging and collaboration client, users have an intuitive understanding of

the solution from the start. All e-mails, meetings, and calls are easily recorded and

accessible from within a programwidely used throughout Radio Holland, and users can

incorporate CRM processes into their everyday activities without having to learn and use

a separate system.

Benefits Centralized Tracking of Case-Specific Information The specific calls and e-mails related to an issue are tracked, so anyone who needs to be brought up to speed on the issue can quickly and easily review the case materials and add input. Call backs to the customer are much more effective because the full record of the issue is housed in one place. If a one field sale is busy then another field sales person can get up-to-speed quickly and help propel the case to resolution.

Activity Tracking for Managers Because Radio Holland lacked a centralized system for tracking customer service requests, managers couldn’t measure the successful follow-up of each call. They also lacked visibility into the relativeperformance of the individuals. Without these performance measurements, Radio Holland could only hope it was improving customer service. Now, with Microsoft Dynamics CRM, service managers have a system for tracking the volume and status of service request. Managers can see the number of open service request and their rate of resolution, as well as identify service request that were escalated. If a particular service representative is underperforming, or if one group is completing request faster and more successfully than the others, managers can use that information to correct the performance issues and share best practices, helping to improve customer satisfaction across the organization.

Utilizing Workflow Automation Radio Holland is using the workflow automation functionality in Microsoft Dynamics CRM to speed response to each request or a call. For example, when a request is opened, a workflow automation routine tracks the number of days the request is open. After three days, an e-mail is generated to alert the Service engineer or to Field sales and the representative’s manager of the request’s status, and the request is marked as “escalated.” This makes it much easier for managers to analyze the type of request or calls that are escalated and to take steps to solve underlying problems. With work flow automation, reports that fewer service calls are lost. “Paper can be lost; it can pile up on somebody’s desk. With workflow, everything is streamlined. People shoot through the work;otherwise it’s escalated and gets handled by someone else. We now spend far less time chasing problems, and more time improving the total quality of our business.”

Customer Case Study

Radio Holland Microsoft Dynamics CRM

For more information about CEM Business Solutions product and services, mail to info-us@cembs.com or visit the website at www.cembs.com.