Purely CRM via Endeavour Solutions

BACKGROUND

Please describe your company and your position there.

West Coast Reduction Ltd (wcrl,com) renders waste animal products into fats and proteins which are consumed in animal feeds, biofuels and other industries. West Coast also collects used cooking oils and services the cleaning of grease traps for over 13,000 customer in Western Canada. Nothing Left Behind is our motto.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Purely CRM?

Purely led our implementation of D365 Customer Service to improve the service we deliver to our customers through our customer contact center.

What were your goals for this project?

We needed to provide a "single pane of glass" for all of our customer interactions. We needed a timeline of customer events including all interactions by phone and email as well as laying the foundation for other forms of interaction. We also needed to replace an out-of-date customer portal where customer can retrieve critical documents,

SOLUTION

How did you select Purely CRM?

Purely came highly recommended by another of key technology partners. Based on this recommendation the engagement was sole sourced.

Describe the project in detail.

Key project elements include: business analysis of the current contact center operation integration of current telephony solution based on Virtual Contact Center (VCC) from 8x8 migration planning end user training

What was the team composition?

Team was composed of an internal PM, an IT analyst and business resources, Purely resource for project management, business analysis and technical configuration

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Project was delivered on time and under budget with a very high degree of end user satisfaction. The project had a quantified business case and two of the benefits (call center productivity and retirement of the old customer portal) have already been realized. Beyond that we have added Purely as one of our trusted and go to partners.

How effective was the workflow between your team and theirs?

Great. The project was run using an agile method. Work flowed smoothly and very seldom was one team waiting on another. We met our commitments to deliverables and Purely reciprocated.

What did you find most impressive about this company?

It was a very low-friction relationship. Our staff simply likes working with Purely CRM..

Are there any areas for improvement?

Beyond nits not really. It was a great project.

BACKGROUND

Introduce your business and what you do there.

I’m a Microsoft Dynamics CRM software specialist at MAINT, a technology services company that provides consultancy in technology and also sells equipment for infrastructures.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Purely CRM?

Last year, we had an opportunity to migrate one of our customer’s on-premise systems to an online system. The customer had a Dynamic CRM 2016 and wanted a Dynamic 365 in Azure Cloud. This was the first migration to an online platform, and we needed software and technology consulting for this.

SOLUTION

What was the scope of their involvement?

We started working in the presales for this online migration. They guided us with their experience. They provided us a software that functions as the base platform to make the historic data migration to the cloud. We customized the software they provided and changed it to fit our client’s needs. With this software, we made the historic data migration.

They included support hours in the package. We were always asking them questions during the project. At the beginning of the project, they guide us with best practices to make a migration. They gave us guidelines and encouraged us to stay focused on performing to our desired timeline. They made sure we were on the right path to reach the goal.

What is the team composition?

There was a coordinator, a developer leader, and there was another person who gave us some guidelines in the beginning.

How did you come to work with Purely CRM?

We looked for outside help in a Google search and reached out to a few companies. Purely CRM replied very quickly to us.

How much have you invested with them?

We spent about $10,000.

What is the status of this engagement?

We started working together in June 2019–February 2020.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The quality and experience were high, and they provided good guidelines. If we had not followed those guidelines from the beginning, we wouldn’t have the same outcome.

How did Purely CRM perform from a project management standpoint?

Project management was good. They always keep track of the project, and all communication was in time. When I first reached out to them, they replied immediately.

What did you find most impressive about them?

They’re a very formal company that continuously followed up with us.

Are there any areas they could improve?

It would be nice if their platform wasn’t only based on a CRM but also on other tools of Microsoft like ERPs.

Do you have any advice for potential customers?

I would recommend them.