Company: Roland DGA Corp.
Headquarters: Irvine, CA
Size of Company: 100-499 employees
Industry: High tech
Primary Product Line: Computers, printers, cutters, scanners, milling machines, engravers, media, ink, software, accessories
Name of Project: Employee & Dealer
Project Objective: To implement a CRM system that integrates easily with other systems; shrink lead distribution times to dealers; provide a central database for customer information; streamline lead distribution and support lead tracking; gain visibility across sales, service, and marketing processes
Technologies Employed: Microsoft Dynamics CRM and Powertrak from Axonom, Microsoft SQL server, Microsoft Office SharePoint Server 2007, Microsoft Office InfoPath 2007
Accomplishments/ROI: Streamlined processes. Employees and dealers can self-manage team sites without increased technical assistance; system holds an inventory of orders, including status, back orders, and history; increased operating margin by 100% in three years, taking it from single to double digits; increased customer satisfaction, as measured by retention and acquisition rates