What was the problem?
NCG employee productivity was being buried with manual internal processes and information that wasn’t stored electronically, or even centrally. The Development Team within NCG, acting as account managers for member co-ops, desperately needed a centrally managed information hub.
The staff was spending a lot of time gathering information before they could do their jobs. They were tracking projects using email and Excel documents; “reply-all” was the order of the day. All of this hunting and gathering was preventing them from providing an enriching customer service experience to their member co-ops.
We knew exactly what they needed – a custom-built Microsoft Dynamics CRM Dashboard and Information Hub. This solution would:
- Improve communications and information sharing
- Streamline new employee on-boarding
- Eliminate manual processes through automation
- Standardize procedures based on roles
Where did we start?
We rolled up our sleeves and dug in. Our team spent many hours with the NCG team learning the nitty gritty details of pain points and communication procedures. Where NCG saw problems, we saw workflows and processes that we then translated into a customized Microsoft Dynamics CRM solution.
We created a Co-op Centric Dashboard and Information Hub. It integrates information from a number of other systems and is now the go-to place for the Development Team to review and update information, projects, and tasks. Now, anyone at NCG has access to all the information they need to work with a co-op at any time. Knowing that contracts and information of all kinds are time-sensitive and confidential, we also made certain that NCG’s Co-op CRM is secure, while still being easy to navigate.
Side-by-side, we walked through the solution with the team members so they could understand, learn and love their new technology. The NCG team can log in to the CRM dashboard and see “Co-op Happenings” at each co-op—who the managers are, new employees, etc. Other important trackers on the dashboard include: expansion proposals and new store developments, active issues, projects, competitors, a staff directory and a summary of the co-op’s business and financial information. Having all the co-op’s information at the click of a button allows for more effective communication amongst the Development Team members and other departments within NCG.