it strategy sends crm into the cloud at iss
a cloud-powered crm creates the foundation for an even better customer experience and an efficient sales process.
iss

from classic on-premise to cloud-powered crm

ISS is in the process of a major transformation from a classic CRM on-premises solution to Dynamics 365. It is a journey towards cloud-driven CRM, which not only makes it easier to get the big customer overview with overall processes, but it also creates the foundation for an even better customer experience and an efficient sales process.

The journey into the Cloud is a global project that includes locations in 32 countries and goes by the project name CRM @ ISS.

Our commercial processes increasingly require better global collaboration, and therefore a fragmented system landscape for CRM is very inhibiting in our daily lives, as too many interactions take place by email, and analyzes take a long time to make. The choice of a cloud-based solution was natural due to the increased flexibility and quick access to new functionality,” says Rolf Andersen, CRM @ ISS Product Owner.

why migrate to crm-online?

For many companies, the cloud has become an important parameter – this also applies to the ISS. The Cloud provides the opportunity to prioritize and channel internal resources for business development and strengthening competitiveness, rather than focusing on server maintenance, support and upgrades.

There are a number of benefits to moving CRM into the cloud. With Dynamics 365, ISS gets, among other things:

  • Increased flexibility as capacity can be scaled continuously as needed. This means the ISS can scale up and down on a monthly basis, and can easily change the number of users and the amount of data
  • Increased efficiency and flexibility because solutions in the cloud can be purchased at a fixed subscription price
  • Savings on hardware and maintenance costs
  • Access to all data anytime and anywhere
  • Quick access to new functionality, as new features are launched faster for the cloud version than for on-premise solutions
  • Better and easier integration with the other programs in Microsoft Suite (Office 365, Power BI, OneNote, Yammer and others)

In addition to the general benefits of the cloud, the decision at ISS is based on their basic IT strategy. The goal is quite clearly to achieve increased functionality and better understanding of the organization’s customers.

CRM @ ISS shall ensure that we understand our customers’ needs. It will enhance our ability to win, grow and retain our Key Account customers. It’s pretty simple,” says Rolf Andersen, CRM @ ISS Product Owner.

the task at iss

Delegate has assisted ISS with the migration from their CRM 2015 on-premises solution to Dynamics 365. The project includes:

  • +4000 users
  • Migration of 32 countries
  • Moving CRM customizations to the cloud
  • Data migration
  • Adaptation of existing integrations

The vast majority of ISS’ 32 countries used the old on-premises solution, but before the migration really took off, there was for 8 countries that had never used CRM, which needed to join the platform.

By taking the leap into the Cloud, the ISS has already experienced great benefits. Because even though the project has not yet been completed, the users of CRM are already experiencing significant improvements. They do this, among other things, because part of the task has consisted of optimizing processes and workflows with re-design of the ISS security model to open up for global cooperation.

Examples of a better user experience are:

  • ISS has consolidated data from separate CRM organizations into a single global solution. This means that all users have the same overview and insight into a customer with all data available.
  • A re-designed and optimized sales process in CRM has streamlined workflows across countries and increased governance.

benefits of crm @ iss

Already prior to the project, ISS had clearly defined why they should move CRM in the cloud and what expectations they had for the value of the project. The focal point was optimization of the strategic sales process, and the expected benefits were in this connection:

  • That in the future ISS can make very well-founded and intelligent decisions in relation to long-term growth priorities
  • That it becomes easier to coordinate the efforts in relation to building and cultivating the right relationships with the right people in the right organizations
  • That ISS will be able to work with optimization of targeted marketing initiatives that meet the customer’s needs
  • To achieve transparency to streamline the bidding process
  • That ISS gets an overview and can easily guide the individual employee in relation to retention and growth of customers
  • To gain a clear insight into whether ISS delivers on the customer promise and manages to grow and retain customers

It has been a close collaboration with Delegate throughout the project. I have especially appreciated flexibility when the goals were to be achieved and how we jointly prioritize the tasks in an agile process. Delegates’ in-depth knowledge of our on-premise solution has been a prerequisite for the project’s implementation,” says Rolf Andersen, CRM @ ISS Product Owner.

In addition to the general benefits of the cloud, the decision at ISS is based on their basic IT strategy. The goal is quite clearly to achieve increased functionality and better understanding of the organization’s customers.

CRM @ ISS must ensure that we understand our customers’ needs. It will enhance our ability to win, grow and retain our Key Account customers. It’s pretty simple,” says Rolf Andersen, CRM @ ISS Product Owner.

crm at iss is a journey

ISS has planned the global migration to Dynamics 365 as a journey. They have done so for 4 simple reasons:

  • It ensures that ROI is delivered at each stage
  • It increases the possibilities for creating safety around commissioning
  • It gives faster results
  • It facilitates risk and cost management

With the size of ISS, all parts of the journey will take time. It takes time to move the individual users, and it takes time to ensure proper use by the individual employees. Therefore, ISS’ CRM project is planned for a duration of 3 years, where each year has its own focus.

The vision is that CRM @ ISS over time will embrace all roles and processes at ISS as a complete “Customer 360” solution, where all employees have the full insight into the individual customer engagement.

We continue the good collaboration”, says Henrik Hannemose, Managing Consultant at Delegate and says this about the next stages: “Now it’s just a matter of prioritizing hard among the many good ideas the organization has, to expand the use of D365 and further develop on the platform. So far, we have primarily focused on “Sales” and process optimization in D365. Now the possibilities are open to utilize the rest of the D365 platform with, among other things, PowerApps.”

“Do you want to hear more about the possibilities and what it really takes to take the leap from an on-premise solution to the cloud? Call me on +45 53 53 69 59 and we can talk about where you are today and what your needs are.”
– Morten Fritsch, Director at Delegate

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