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Unsure About Using CRM or Is Your Current System Outdated? This testimonial from Louden Hand, Head of Business Applications at Port of Amsterdam, can help you further.
Port of Amsterdam is building a port that contributes to the international competitive position of the Amsterdam metropolitan area and the Netherlands. Port of Amsterdam does this by performing tasks and roles in balance with the interests of the stakeholders.
Through a tender process, QS solutions emerged as the best implementation partner for Microsoft Dynamics 365 CRM. Quite unexpectedly, because QS solutions was not known to Port of Amsterdam until then. Nevertheless, QS’s approach turned out to best fit the ambitions of Port of Amsterdam. But did that ultimately work out well?
Louden Hand of Port of Amsterdam (PoA) Answers
QS solutions proposed having a consultant on-site for two fixed days a week and a lead consultant on-site every two weeks. This had a positive effect. In addition to the planned results of the implementation work, there were advantages to having the consultants physically present with us. The consultants from QS help Port of Amsterdam’s functional administrators further develop according to the train-the-trainer principle. Our functional administrators learn from this and can, in turn, make adjustments to the systems and explain to other employees why and how we do things.
QS Solutions is Big Enough
You always wonder in advance what the pros and cons are of a certain party. The physical distance between the two companies seemed a risk to me. Additionally, it was important to me that we could quickly communicate with each other. In the beginning, I also wondered if QS might be too small to meet our needs. But what I notice is that we get priority, meaning we get the attention we need. I can directly communicate with the account manager, and the line with the project leader is short. The CRM consultant and the lead consultant proactively think about planning, for example, saying, “I see there isn’t much to do next week, shall I come the week after?” Or conversely, “Shall I come an extra time this week?” So QS is small enough for quick communication but also big enough to think functionally and tactically, and, for example, make professional training videos. We notice that QS can offer everything we envision in an implementation partner. QS, for instance, has a consultant who combines her experience as an online marketer with technical knowledge. Thus, QS solutions can professionally handle a wide range of tasks with a relatively small group of people.
Medium-Sized Organizations Are a Good Match
The QS consultants can effectively map out our users’ needs and ask critical questions. Based on that, our CRM is now taking shape. They consider the order when performing tasks and ensure logical and sustainable choices are made.
The lead consultant often asked us at the beginning, “Why do you do this?” This made us think about what we really needed. He also gave advice such as, “If you start this now, you might as well tackle this too, because it’s not much extra work and yields significant benefits.”
Thanks to QS’s approach, we can place the decision-making authority and ideas with the people who do the work. And the smaller the distance between the creator and the user, the greater the chance it will actually be used. Combining it this way also keeps the work interesting for the employees.
Enthusiastic Users
The satisfaction with this project lies in the results achieved. The product is well-tailored to our needs, and during the collaboration, we maintain short communication lines. Promises made at the start of the collaboration have been fulfilled. We deviated from the initial schedule here and there, but this was usually useful and positive. Gradually, we see that CRM is becoming an increasingly appreciated system, with the usefulness and necessity recognized. Satisfaction has increased, partly because new possibilities have arisen to use customer data better, safer, and more strategically.
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