Case Study: Language Services Company
A leading international provider of language training, multicultural training, translation and destination services for global corporations. The company had a highly-customized ERP system that was in dire need of upgrades, servicing, and modernization. They also were looking for sales and marketing capabilities via a new CRM implementation. Located in Troy, Michigan
Laundry list of "todos" and backlogged needs and issues
Due to the complexity of the system, development and issues took too long to resolve.
Too much tribal-knowledge within the development department
Most systems were supported by a single technical resource, and knowledge of systems was not documented.
New customer-facing portal was not integrated with ERP
A slick new customer-facing portal was ready for rollout, but it lived in a silo and did not communicate with their central system.
No Customer Relationship Management System (CRM)
Tools were lacking to monitor end-customer interactions and distributor sales activity.
How We Helped:
Quick ramp-up timeline, attacking open ticket list within first 2 weeks
Reviewed all code and resolved most-pressing issues and functionality first.
Audited all workfows, code, and systems in use
Worked with teams to identify items to remove, streamlining forms and simplifying the interfaces. Documented these as we went forward for future support needs.
Built custom middleware into existing systems and workflows
Created new APIs and message queues to allow for mutual authentications between different systems and ensured data flowed between new and legacy systems.
Implemented and trained staff on a Microsoft Dynamics CRM
Integrated CRM with ERP to provide streamlined metrics at the Account level.
Client saw immediate value and progress towards the goal
Technical issues no longer bogged-down the order-entry process, and follow-ups were automated to reduce manual labor.
Reduced labor by one man-year within first 60 days
Staff were able to reset from reactive to proactive in customer satisfaction and sales related duties.
Seemless customer experience
Although the system still comprised of two different portals using two different technologies, information flow and authentication hand-off was transparent to the end client.
Client now has a central 360 view of the end-customer
Opportunities, visits, distributor interactions, and sales metrics are all available for review.
We've been supporting sales, marketing, operations, and financial teams for over 20 years. We know a thing or two about ERP -
Let us show you "the better way" - with Traction ERP.