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xRM Case Studies and Customer Quotations

This page illustrates how some businesses have been transformed when their development teams use the xRM Framework as their development tool.  All of these case studies are available to read and download on the Microsoft Dynamics CRM web site.

Please click on any of the titles to see the full Case Study.

Government Agency Cuts Development Time by 75 Percent with xRM Platform

The Pennsylvania Office of Attorney General is responsible for criminal law, civil law, and public protection for the state’s 12 million citizens.

"On average, we’re able to develop applications at least four times faster …. We get so much more functionality out of the xRM applications than we did with custom applications."

Tron Keefer
Business Integration Group Manager
Pennsylvania Office of Attorney General


Reduced Customisation Time from 35 to 10 Days and Reduced Development Costs by 60 Percent

Today, the IT department at MCFE is able to quickly respond to changing business needs. In the past, the company built custom Web solutions to meet the needs of the business, but customization efforts took up to 35 days. Thanks to the easy-to-use xRM platform and a wealth of Microsoft resources, these customization efforts now take less than half the time. “Now, our customization efforts take an average of 10 to 15 days,” says Vleeschhouwer.

"Everyone already knows how to use Microsoft Office, so the seamless integration was key to our decision. Giving users solutions that have an interface they’re already familiar with means less training time and more productive work."

Robert Vleeschhouwer
General Manager of Information Systems
Mitsubishi Caterpillar Forklift Europe

MCFE has realized a dramatic cost savings by using the xRM platform. In addition to easy customization, users are now able to make simple modifications themselves without development support. If employees want to modify a report, for instance, they can make those changes themselves without the need for IT to step in and create customized reports for each request. Says Vleeschhouwer, “Using xRM has reduced our development costs by 60 percent.



Large Non-Profit Cuts Development Time by 300 Percent Using xRM

With nearly one million members, the Arbor Day Foundation is the largest nonprofit tree-planting organization in the United States. The organization manages a high volume of correspondence and transactions with individual members, corporate sponsors, and public partners.

"We are now much more agile in handling internal IT requests, which helps us equip departments across the organization with the tools they need to expand the reach and success of our programs."

Mike Ashley
IT Director
Arbor Day Foundation


Integrated CRM Solution Helps Advertising Auction House Grow 100 Percent per Year

Bid4Spots hosts weekly online reverse auctions that enable advertisers to buy radio and cable TV advertising airtime at the last minute. The company has been doubling in size since its founding in 2005, but to continue to grow at the same rate, company executives saw that they needed more insight into customer preferences, the effectiveness of online advertising efforts, and activity in the sales pipeline.

"We intend to become a very, very large business...and the system that Infinity Info Systems built for us, based on Microsoft Dynamics CRM and the xRM framework, is the foundation that will help us get there."

Dave Newmark



Medical Device and Software Firm Supports Rapid Growth by Moving to Online Services

BioMedix Vascular Solutions is a fast-growing diagnostic device and software provider that focuses on detection and treatment of vascular disease. Facing upwards of 30 percent year-over-year growth, BioMedix needed more robust business systems that could scale and adapt to changing business needs.

"We can focus on our core business, which is helping to create a continuum of care that addresses peripheral arterial disease, instead of on managing an IT infrastructure."

John Romans

CEO BioMedix


Financial Advisory Firm Uses xRM to Speed New Services to Market

CAPTRUST Financial Advisors is carving out a growing niche as a specialized investment advisory firm for companies and affluent individuals. CAPTRUST needed to differentiate itself through unique client tools and services, and support rapid changes to applications.

"Now, we realize value from our IT efforts sooner. xRM is flexible and lets us get new ideas to market quickly."

Garrett Klas
Application Development Manager
CAPTRUST Financial Advisors



Firm Taps Application Framework to Rapidly Build Insurance Industry Solution

CSSI specialises in creating software to help companies with an insurance business model streamline and automate core business processes.

"The workflow engine alone in xRM saved us a year in development time and helped us keep our project team small."

Joseph Westlake
Vice President of Corporate Strategy


Nonprofit Moves to Superior Customer-Centric Service Delivery Model

The Board of Pensions provides benefits for more than 10,000 congregations in the Evangelical Lutheran Church in America (ELCA) and other sponsoring faith-based organizations. Its staff members serve 50,000 pastors, rostered lay persons and lay employees, along with their families. The ELCA established the nonprofit Board of Pensions, based in Minneapolis, Minnesota, to provide retirement, health, and related benefits and services.

"A colleague challenged me to develop a prototype application for our HR department using xRM.  I finished it in two hours. That's when we designated it to be our development platform for all tools and applications that interact with our members and contacts."

John Lomnicki
Enterprise Architect
ELCA Board of Pensions



Microsoft Increases Release Compliance to 98 Percent with xRM Custom Solution

At Microsoft Corporation, the Product Release and Security Services (PRSS) team helps enable product teams across the company to deliver software with built-in security and integrity. The PRSS team offers two services to the product teams: pre-release and release services.

“Despite our unique business requirements, we knew that we could easily create custom applications to meet our exact needs.”

Tony Balogh
PRSS Customer Partner Manager
Microsoft Corporation


Area Council Saves More Than £5 Million Over Three Years with Services Solution

The council of the Royal Borough of Kingston upon Thames wanted to centralize interactions with the public to improve service. It implemented a contact center solution based on Microsoft Dynamics CRM, which easily interoperated with back-office systems.

"Microsoft Dynamics CRM paid for itself within 12 months, and we’re expecting to save more than £5 million [U.S.$8 million] by 2012."

“We felt that Microsoft Dynamics CRM was the right solution due to its ease of integration, wide selection of available partners, and affordability, especially compared with the costs of competitive systems.”

Robin Noble
IT Manager
The Royal Borough of Kensington and Chelsea



Software Firm Quickly Builds Competitive Public Sector Portal Solution

Many municipal and regional governments lack the resources needed to build and maintain e-government portals. To help these organizations, Microsoft Gold Certified Partner Spenta Consulting built the Citizen Service Platform (CSP) core framework, now available as open-source software, by using the xRM business application framework.

"The xRM framework helped us save approximately 50 percent of the development effort for the relationship management aspects of the solution compared to creating those components ourselves."

Gerard Esparducer
Product Manager
Spenta Consulting

“xRM provided us with many building blocks for our application—things like role-based security, a forms designer, a report builder, a workflow engine, and database support. By taking advantage of the resources available in xRM, we were able to build a competitive solution in three months with three developers.”

Daniel Sabater
Software Architect
Spenta Consulting


Luxury Cruise Operator Boosts Productivity by 400 Percent, Gains Substantial Savings

Travel Dynamics International (TDI) provides luxury cruises based around cultural and educational themes. For 10 years, the company relied on a custom-built reservation and booking system. However, this system lacked built-in tools for sales, marketing, and customer service.

"The ability to take advantage of xRM to quickly build out new applications makes us more agile as a company." 

Nikos Papagapitos
Manager of Technological Development and Special Projects



Financial Services Firm Boosts Productivity and Customer Satisfaction with New System

ValMark Securities provides insurance and securities brokerage services to high net worth individuals through a member sales network of 300 insurance agents and financial advisors. These agents and advisors rely upon the company to help them prepare investment and insurance packages for their clients.

"[Microsoft Dynamics] CRM is the Swiss army knife I use to solve my company's business problems. I look to it first to develop business-line applications."

Mike Hauck
Chief Information Officer
ValMark Securities

More information about Microsoft Dynamics CRM 2011 can be found via F1's CRM main page.