User Engagement designed to support research, development and customer support
using Microsoft Dynamics.
This private organisation is a leader in support, marketing and development of medical software products for Australasian medical practices. With more than 150 employees, the company has a reputation for quality products, effective user enagagement and excellent customer service.
This Medical Software product provider had thousands of customers across different territories and market segments, all of whom had varying needs and challenges. These included sales to order processing, customer preferences, account management, lead management, complaint management, and licence management.
The organisation wanted to address these challenges by streamlining their enquiry process, enabling electronic payment integration for credit card payments, and increase the opportunity to create, close, and track sales performance.
To help resolve the organisation’s varied and ongoing market and customer challenges, MOQdigital recommended and undertook to implement an Integrated Dynamics Deployment that would focus on four key areas:
Marketing: The software supplier benefited from dynamic marketing lists, including customer segmentation, used to target marketing campaigns and improve marketing strategies. They also benefited from the tracking and management of customer enquiries on products, including interest profiles, that they could turn into actionable leads.
Complaints Management: The complaints management process was integrated into their call centre, inbound emails, and portals. This has enabled an increasingly streamlined complaints and enquiry management process to help track issues through to closure and provide a knowledge base to assist with issue resolution.
Sales Processing: Online customer portals that provide product lists has improved the order to closure process – including software licence generation, and the ability for clients to track their licences.
Value Add: This medical software supplier received middleware technology to enable the integration of bespoke portals with Dynamics CRM. A customised service hub within CRM delivered deep insights around complaints processing, while Outlook Client increased staff productivity.
Integrated Dynamics Deployment with MOQdigital provides the organisation with the means to streamline their enquiry, sales, accounts, and licence management processes. The organisation is now capable of providing better solutions for customers, as well as improving their own productivity. These solutions will enable the medical software provider to pursue reporting through Power BI, and have provided the organisation with actionable tools that can be leveraged for future engagement.