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Published on: July 25, 2008
Type of content: CASE STUDY
Format: Unknown
Length: 5 pages
Price: FREE

Overview:
Service Repair Solutions provides technology solutions that help automotive technicians increase the efficiency and accuracy of their work. Based in Las Vegas, Nevada, the company maintains a customer support call center in Roseville, Minnesota. For two years, Service Repair Solutions used NetSuite CRM, an Oracle-based solution, for its customer relationship management system. But the lack of integration between NetSuite CRM and the company's other systems slowed performance, limited employee productivity, and restricted growth. After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company has cut call times in its customer support call center by 30 percent, reduced agent training time by 25 percent, and strengthened its growth capacity.