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 RHs
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 yearssays 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 Hollands 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
managements 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 couldnt 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
representatives manager of the requests 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
somebodys desk. With workflow, everything is streamlined. People shoot through the
work;otherwise its 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.