Glidepath’s smooth run to improving holistic customer management
The airport baggage handling specialist deploys Microsoft Dynamics CRM 3.0 and Microsoft Exchange Server as part of an integrated strategy aimed at providing a clearer picture of its customers and partners…
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Engineering company Glidepath, a specialist in international airport baggage handling systems, has chosen Microsoft Dynamics CRM 3.0 to provide it with a fully integrated relationship management and sales and marketing tool. The solution, which replaces Lotus Notes and other databases and spreadsheets, will help Glidepath create a clear, unified picture of customers, partners, suppliers and other key people, from first contact throughout the entire relationship. The system combines sales, marketing and customer service data to keep track of marketing campaigns, drive sales activity, improve the way new customers are targeted and manage sales figures and reporting, thereby ultimately increasing profitability. A project-centric approach “We needed a customer relationship management solution that could take into account our project-centric way of working,” says Nigel Ellis, Glidepath’s group sales and marketing manager. “Over the past 35 years, the company has completed more than 449 projects in over 58 countries around the world and our business is all about people and business relationships,” says Ellis. “Our customers are the airlines, airport operators, airport owners and construction companies and with many projects on the go simultaneously, we often have multiple projects and clients per airport. Traditional CRM systems can’t take this into account, but Microsoft Dynamics CRM 3.0 can be configured to match our business model and mimic our workflow,” he says. “Using Microsoft Exchange 2007, we will also be able to integrate Microsoft CRM into our Outlook clients to provide unified communications across the business. Our project managers and sales teams will be able to share key project and client information, track progress, follow support case history and even phone through to the Exchange Server, which will read out their emails, allowing them to always be connected and up-to-date with the latest information.” In addition, the CRM system will be used to monitor the global airline industry, providing a record of airport growth, management changes, current works, sector trends and other relevant facts and figures, ensuring that the sales and marketing team and management are up to speed and can offer the best advice to clients. Easy integration “The new system is completely configurable and the IT team can modify forms and fields, define new relationships, add activities and change settings, all without writing a single line of code. The solution also includes better security options, with inbuilt anti-virus and anti-spam,” says Raymond Pritchard, Glidepath’s group IT manager. Elizabeth Kirby, Microsoft New Zealand’s mid-market business manager, says Microsoft is delighted that Glidepath, one of its mid-market customers, is maximising the value of the Microsoft platform by deploying an integrated business suite, which delivers a solution that works the way the company does. “By bringing information to its employees more quickly and allowing them to share it across the company, Glidepath can ensure that critical business decisions are made in real time, giving it a strong competitive advantage,” Kirby says. For more information |
April 2007
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