Glovers Foods Ltd is a provider of premium processed food products, specialising in beef, chicken, vegetables and new product development, for leading restaurants, bars, social clubs and the food service industry throughout New Zealand and the Pacific Rim.

Prior to selecting Microsoft CRM the company did not have a CRM solution. “Up until now, we've relied on Excel spreadsheets to manage sales and customer service requests," says Glovers Foods' plant manager Nico Buyck.”

Buyck says Glovers implemented Microsoft CRM 1.2 earlier in March this year with the aim of taking the business's customer servicing to a new level.

“We’ve long-recognised that our customers drive the business,” he says, “so we invest heavily in R&D to ensure we can develop custom-made products that suit a wide range of customer needs.

“With Microsoft CRM, we’ll be able to move from being a traditional supplier of goods to providing our customers with a true service offering.”

Customer and sales data transparent across organisation
Implemented by Complete Solutions, Microsoft CRM Sales and Customer Services will be used by 10 staff and Buyck expects the system to be fully operational by June.

“Microsoft CRM enables company-wide access to sales and customer data and will help ensure our customers are treated in the way they deserve to be treated.

Buyck says another key advantage of the system is the reminder function, which will prompt the company to follow-up on customer requests. It will also provide the company with the tools to better analyse sales data, and ultimately make better business decisions.

“We’ll be able to understand what's working well and what we could be doing better and make appropriate recommendations.”

Seamless information flow
Another important reason for choosing Microsoft CRM is the product’s ability to integrate seamlessly with the company’s existing Microsoft Business Solutions–Solomon financial management system and BatchMaster.

“The ability to link easily into Microsoft Solomon and Outlook eliminates any gaps in information flow.”

According to Buyck, the decision to work with Complete Solutions on the Microsoft CRM project was a natural progression given the company is its existing Microsoft Solomon partner. “They understand our business well," he says.

John Biggs, managing director, Complete Solutions says Microsoft CRM's key strength lies in its seamless integration with Microsoft’s suite of productivity tools, such as Outlook. "It also strengthens collaboration across an organisation through its integration with Microsoft SQL Server," he says.

For further information about this case study contact:
Microsoft Business Solutions CRM
Anne Frith, 09 362 5865
askdynnz@microsoft.com

May 2004

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