CRM

The Process

Requirements & Analysis

One of our seasoned Business Analysts will start with a face-to-face meeting to find out exactly you need. With detailed questions and natural feedback, this meeting may help you understand your own practises in more detail and can help find issues that you were unaware of.

System Design

Once we gather the requirements for your new system and analyse the existing one, we will build a Functional Specification document that describes our design for the new system. This is meant to be an easy to read blueprint of the system that will make it very clear what you will be getting from your CRM system. As well as that, you will also receive a commercial document which outlines the budget and timescale in detail.

Development and Testing

Once we get your approval for design proposal, we move to the development phase, staying in contact to provide progress updates and previews throughout. This allows you to familiarise yourself with the system and see if there are any changes or additions you require. When the system is built, we put it through User Acceptance Testing (UAT), allowing you to test the system from end to end to detect any issues.

Existing Customers

The beauty of a good CRM system is that it can always evolve to better meet your needs with a few expert tweaks. For this reason, a good deal of our customers have existing Microsoft Dynamics CRM and 365 systems which they have outgrown.

Customisation and Extension

If you have an existing Dynamics CRM system, we can help you to evaluate your needs and how to get the most from your system. Even if you wish to make the changes using your own staff and resources, we can design and document the proposed changes, and then handover to you.

Cleartwo have helped to design and implement CRM systems in the Finance, Education and Catering sectors, so we have a wide variety of experience and technical knowledge to help your business thrive.

Integration

While Dynamics CRM has grown massively in popularity, many organisations use it alongside other systems and requiring integration between them. In the past, Cleartwo have been able to integrate Microsoft Dynamics CRM with NAV, Sage, SharePoint, Resource Link and more.

We specialise in website integration, and can combine simple and complex functions, whether you want to link a contact form to your database or create an online customer portal.

Upgrades

Every business is unique, and CRM upgrades need to adapt accordingly, which is why we’ve developed a strategic approach for upgrade work. All our CRM Consultants are certified Microsoft professionals, so you get the best practices of Microsoft and the bespoke Cleartwo approach.

Though upgrading a personalised version of Dynamics CRM may seem risky, leaving it alone may cause the system to become obsolete. This prevents the business from integrating new technology, getting official support, or keeping up with competitors. However, Dynamics CRM upgrades give enhanced user interface, improved business process flows and increased social media engagement.

More and more people are using their mobile phones as a primary source of information, which has led organisations like Google to completely ignore websites that aren’t mobile friendly. If you are invested in your CRM System, then keeping it current through upgrades may be a necessity for your business.

Our upgrade service includes:

• Review of the existing system and upgrade suitability checks
• Virtual tests to gauge the success of the upgrade before full upgrade roll-out
• Address potential issues and opportunities
• Additional training for users, super users and administrators

Current businesses that have upgraded have also benefitted from:

• Undisrupted CRM availability throughout
• Early identification of issues
• Redesign of business processes to fully use the upgraded features
• Future-proofing for innovative technologies
• Trained staff gaining a wider set of CRM Dynamics skills
• Bespoke upgrade approach to give the best results

While change may be concerning – especially when it comes to essential systems – our experienced and specially trained team will guide you through every step of the process. Whether you’re using cutting edge hardware or last gen software, we will help you upgrade to a system that meets the needs of your organisation.

Support

As a rule, it is crucial to remember that a Microsoft CRM system can only be considered a success if it meets the requirements of its users.

If you use Customer Relationship Management (CRM) Systems as the core function of your business, keeping it working and working well is paramount, and regular support is the best way to keep things running smoothly.

Whether you need a break-fix, additional training or a change request, our support packages are tailored to give you a support package suited to your needs and resources.

Using a points-based system, we can easily categorize the type of support you will need, and this approach allows us to give you:

• Agreed SLA (Service Level Agreement) response times to resolve cases
• Support for all versions of CRM
• Access to CRM specialists and CRM Consultants when needed
• Early Identification and resolution of issues
• Multi-platform support
• Notification of updates and fixes

Rather than paying for a whole package, you only pay for the services that you want, saving you money in the long run. Cleartwo will be there to support you with on-site visits and remote calls, whatever you need.

Our UK-based team are experts in supporting customers with existing systems, as well as projects we helped to launch originally. With experience across the public and private sectors, with software and hardware, our friendly team of CRM specialists and technicians will be able to provide the support you need in a way to suit the needs of your business.

Training

Like any tool, Dynamics CRM is only as good as the user. Many CRM System users are unaware of the most basic features of the system, leading them to believe the system is ‘restrictive’. We believe that the best way to get the most out of your CRM Business System is to spend some quality time with our experienced consultants.

Considering the needs of each client, we can train your staff in how best to use your Dynamics CRM system to make your business more effective. With bespoke and immersive training programs, our qualified CRM consultants can share knowledge and skills that apply to the specifics of your organisation, including:

• Basic CRM Concepts and Functionality
• Record Management
• CRM Personalisation
• Reporting and Dashboards
• Workflow and Customisation
• Marketing and Campaign Management
• Data Importing
• Sales Force Automation and Process Management
• Customer Service Tracking
• Creation of Automated Processes and Guided Dialogues
• End User Training
• Super User and Administrator Training