CH2M Hill Increases Support Quality, Reduces Expenses by Using Global Help-Desk Solution

CH2M Hill, a global provider of infrastructures, facilities, and related services, provided employees with technical support by using a help-desk tool that had become unstable and would soon lose vendor support. After reviewing competing solutions, the company decided to implement Microsoft Dynamics CRM together with help-desk capabilities developed by Microsoft partner xRM.com and Microsoft Services. Today, 23,000 employees around the globe can rely on a help-desk resource with extensive self-service capabilities and a vast, discoverable knowledge base. CH2M Hill can now resolve the majority of support requests through self-service tools instead of over the phone. Intelligent routing directs requests to the right member of the global help-desk team. With new efficiencies, the number of support analysts has remained the same although CH2M Hill has brought on thousands of new employees. Read more

Government Agency Cuts Development Time by 75 Percent with xRM Platform

The Pennsylvania Office of Attorney General needed to provide software solutions to support a variety of business needs, but development was time consuming and expensive. After experiencing success using Microsoft Dynamics® CRM to develop a mail-tracking application, the agency turned to the xRM platform, upon which Microsoft Dynamics CRM is built, to rapidly create relational line-of-business applications. By doing so, it reduced development timelines by approximately 75 percent. IT staff members can now respond to business needs far more quickly, developing a range of xRM-based solutions—from case-expense tracking to home-improvement contractor registration. The applications have been readily accepted by users because of their familiar interface and intuitive functionality. Most importantly, the agency now has the agility to better serve its users and its constituents. Read more