When a leading company in the healthcare industry approached us for assistance, they were facing significant challenges with their existing Customer Relationship Management (CRM) system. The primary issue was the underutilization of Microsoft Dynamics CRM, which limited their sales team's efficiency and effectiveness. They needed a solution to maximize the potential of their CRM, improve lead and prospect management, and streamline account follow-ups.
Our team at Traction implemented a series of strategic enhancements to tackle these challenges head-on. We began by configuring and enabling Office 365 email integration, ensuring seamless communication between Exchange Online and Dynamics CRM. By doing so, all users, both current and future, could efficiently access email integration through Outlook directly.
Next, we focused on enhancing lead and prospecting capabilities. We introduced the addition of general date and follow-up fields, allowing sales representatives to track the current status and next steps more effectively. We also incorporated a priority and color-coding system to visually distinguish between new, hot, and long-term leads. These fields were designed for quick and easy data entry directly from the main view, which streamlined the process of lead management.
We didn't stop there. We revised the layout of lead forms to better focus on essential follow-up information, implemented group-by functions for leads and accounts to enhance organization, and trained the team on the revised interface and new functionalities. Additionally, we provided customized workflows and automation, such as auto-updating the last contact and follow-up dates, and set up weekly and daily automated reports to keep the sales team abreast of their tasks and progress.
To further support on-the-go sales activities, we integrated and provided training for the Dynamics mobile app, enabling the sales team to capture notes, find contacts, and update leads from their mobile devices efficiently. We also introduced JustBots for Microsoft CRM, an automated assistant that helps log meeting notes and follow-up actions through simple SMS interactions.
These comprehensive enhancements have significantly streamlined the sales processes, increased productivity, and empowered the sales teams to perform more efficiently.