Deploying Microsoft Dynamics CRM at YRC Logistics - A Case Study
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Tim Thorpe and Leslie Guffey provide an overview of the Dynamics CRM 4.0 On-premise implementation at YRC Logistics. This presentation was given at Microsoft Convergence 2009 in New Orleans, Louisiana.
Transcript of Deploying Microsoft Dynamics CRM at YRC Logistics - A Case Study
Deploying Microsoft Dynamics CRM atYRC Logistics
Tim ThorpeManager, Information SolutionsYRC Logistics
Leslie GuffeySenior Marketing AnalystYRC Logistics presented by:
YRC Logistics Case Study
AgendaWelcomeYRC Logistics CRM Case StudyInteractive discussionWrap-up
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It's All About You
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Tim Thorpe
T errificH ard-WorkingO utstandingR esponsibleP rofessionalE mployee
YRC Logistics Case Study
Who is CRMUG?The largest, independent user group for users of Microsoft Dynamics CRM
Why should I be a member?Membership covers your whole organization +60+ events annually +Peer to peer networking +Learning and professional development +SIGs, Regional Chapters, Microsoft Conduits = A Tremendous ROI!
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YRC Logistics Case Study
Convergence Membership CampaignFree membership every hour, the whole Expo!30% introductory discount!Refer a Member – win a Wii!
Join us at Summit 2009September 14-18, Chicago
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YRC Logistics Case StudyBusiness Structure
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Global Logistics Solutions Transportation Services
YRC Logistics Case Study
Subsidiary of YRC Worldwide
Leader in global transportation2008 Revenue: $8.9 billion55,000 employees and 1000 locations worldwide27,000 trucks and 90,000 trailersProcesses more than 27 million tons of cargo annuallyExecutes 41 million shipments annually
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YRC Logistics Case Study
About YRC LogisticsFormed in 2002 to help businesses manage their logistics more efficiently.
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Operate facilities in 21 countries6,000 employees at 370 facilities and offices in Asia, Europe, North America and South America
YRC Logistics Case Study
World’s Largest Standing Lion Sculpture
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Shipped from Sacramento, CA to Charlotte, NCNow installed at Queens University of Charlotte
YRC Logistics Case StudyService Portfolio
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YRC Logistics Case Study
A sample of our clients…
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YRC Logistics Case Study
Company HistoryGrowth through mergers / diverse services
Truly worldwide operations
12+ external integrations with Dynamics GP
First CRM solution was salesnet.com
Second CRM solution was Oracle OnDemand
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YRC Logistics Case Study
Implementation 411Initial rollout to 100 members of sales staffStaff spread around the worldStarted project in October 2008Go-live occurred in January 2009Migrated existing data in Oracle OnDemand
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YRC Logistics Case Study
CRM Technology Pain PointsExpensive
Many legacy systems from acquisitions
Wanted to leverage Dynamics GP ERP
Wanted to leverage Exchange Enterprise Email
Configuration vs. Development presented by:
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YRC Logistics Case Study
CRM Business DriversSignificant Business GrowthGlobal StaffSingle Customer-Multiple Solutions (one truth)Ease of customization/configurationElimination of paper-based processesConsistent processes worldwideEnhance user adoption
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YRC Logistics Case Study
Implementation ChallengesLimited CRM experience Limited budgetLimited resources (2 person team)
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YRC Logistics Case Study
Microsoft Platform IntegrationCRM integration with Outlook speeds user adoption of CRM functionalityCRM integration with Microsoft Exchange provides the ability to eliminate paper flows and track disparate customer communicationsPhase 2 of CRM implementation will use Scribe Software adapter to integrate CRM with existing GP ERP
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YRC Logistics Case Study
Key Success CriteriaClearly define scope / stay within itStart with a small or finite initial CRM rolloutReengineer your processes before your rolloutEvangelize CRM across your organizationA solid Microsoft Partner will speed/smooth your implementationWhere appropriate, use 3rd party tools such as Scribe Insight/Adapters
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YRC Logistics Case Study
Solution Value to OrganizationConsistent global processes / single repository
Integrated email, ERP, CRM
Fast implementation
Elimination of legacy systems/processes
Visibility to organic growth opportunitiespresented by:
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YRC Logistics Case Study
Questions/DiscussionTells us who you are…NameCompanyCRM Plans
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YRC Logistics Case Study
Thanks for joining us!Be sure to fill out session evaluations online or at designated stationsFor more information:
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© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after
the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
