The Challenge

As their legacy Dynamics system approached end of life/support, Martin Currie Investment Management Ltd required a new CRM system to support their global Sales, Marketing and Business Development front office, who operate in disparate time zones. The project was deployed in two phases.

  • Migrate and upgrade to dynamics 365 for Customer Engagement
  • Implement and integrate Dynamics 365 for Marketing

Stability, maximised efficiencies and a simple UX were key requirements, as well as the ability to augment existing systems and provide teams with a single customer view. The project sought to future proof digital infrastructure and processes and end reliance  on a single system, available 24 hours a day, 365 days a year in all time zones.

The Solution

Redspire’s approach was to rebuild Microsoft Dynamics 365 for Customer Engagement, hosted by Microsoft online. Microsoft Dynamics 365 Marketing to provide an integrated digital marketing suite. Out the box functionality was maximised with customisations and configurations, rather than development, to remove any dependencies on specific partners going forward. Furthermore, this approach allowed Martin Currie to leverage existing Office 365 Licenses using the out the box integrations to Outlook, SharePoint and PowerBI.

Redspire’s approach was based upon sound, proven methodologies that ensured the new Dynamics 365 system and integrations were built precisely to the client’s needs. The project’s digital and data infrastructure not only achieved Martin Currie key outcomes, but provided the perfect foundation for the future continuous digital improvement that the business sought.

Business Outcome Highlights

  • System stability: The global sales teams can reply on a secure and stable cloud based system that is available 24 hours a day, 365 days a year in all time zones.
  • Significant cost savings per annum: In just three months’ post Go-Live, Martin Currie Investment Management Ltd report significant annual savings attributed to support costs and zero system downtime.
  • Additional cost savings and productivity gains: A user-friendly, unified system with established and connected processes to help attract, acquire, on-board and manage customers and their interactions.
  • Resource efficiencies: No more manual updates.
  • Connected sales, marketing and BD teams: Data is more accessible and dashboards shareable on the core system and by email. Dashboards are easy to build with no manual reporting required.
  • Integrated email and CRM: Automations mean nothing is missed and improved succession planning.
  • Automated RFP request and tender process
  • Adoption and confidence: Improved team confidence in new, slick systems and processes
  • No manual updates required: Dynamics twice yearly wave releases provide access to the very latest features and capabilities without any manual oversight or updates.
  • Informed business decisions: Improved MI and capabilities for qualitative analysis have allowed business decisions to be made quicker.

Why Redspire?

“Our analysis and scoping led us to Dynamics 365. It offers more features available out the box, was customisable to current and future needs and suited our wider technology suite. Microsoft then recommended Redspire as a technology partner for implementation. Apart from understanding the scope of work, they were stand out partner in terms of approach and rapport. They didn’t try to oversee or overdevelop the project, they listened carefully and met our requirements.

Redspire’s approach and turnaround was efficient and effective. During implementation, updates and progress reporting were daily and structure. Communication was good and I was aware of progress at every stage. They’re a great client facing consultancy with strong people. The weekly project call and status report gave me really useful insight to share with the key stakeholders and financial teams too”

Hayley Keenan, Head of CRM, Data and Change

 

The Client

Martin Currie Investment Management Limited is a global organisation that offers asset management, equities, securities, investment strategies, financial planning and advisory services to customers worldwide. Operating since 1881 with £11.2bn Assets Under Management, the business has 110 employees operating across five global offices.

Their stock-focused approach is driven by in-depth fundamental research and skilled portfolio construction. Martin Currie’s key goals are to gain a holistic view of investment companies and an insight into their culture to build an understanding of material risks and opportunities develop conviction in ideas, and deliver differentiated client outcomes.

Martin Currie Investment Management Limited is a Specialist Investment Manager of Franklin Resources, Inc. which has Assets Under Management totalling US$1.4 trillion (as of 30th June 2020).

 

Client Feedback

“The project was delivered on time, it restored system dependability and increased confidence across our sales and commercial teams in multiple geographies. A key objective was removing reliance on a single system and partner. Dynamics has solved that for us.

The team now spend more time on qualitative data analysis and access data much easier, thanks to improved visual reporting and MI capabilities. We have such great visibility now on workflow and can manage resource effectively. We’re actively using every capability the solution offers, to the huge benefit of the business.”

In recent months. Financial Services organisations have seen a years’ worth of digital transformation for every month that’s passed (Satya Nadella). Redspire and Microsoft are working together to deliver transformation in the sector, from remote teamwork, connected operations and critical cloud infrastructure to sales, marketing and customer service.

The intelligent office is the future of Investment Management. Download our Sales Professional Guide to Dynamics 365 to find out how machine learning and AI can drive automations, or read more on the power platform.

Redspire is a Microsoft Gold Partner with strong capabilities in Financial Services. We’ve worked on the biggest operational challenges facing the industry today. From Business Banking improvements at VirginMoney and business automations at Beazley Insurance to client and stakeholder engagement at Money and Pensions Service. Our expertise in Dynamics 365 and the Power Platform helps our clients unify operations quickly, deliver transformative projects that solve business pain and future proof for all scenarios.

When it comes to business pain, at Redspire we’ve seen it all. And help our clients UK-wide solve theirs, via our Dynamics QuickStart CRM package or phased CRM implementation.

As one of the UK’s leading CRM consultancies, we are experts in resolving the digital and data pain points that all businesses face.

Our client base share similar internal challenges, but we understand that the internal approach to resolving them may vary from business to business. Time constraints, changeable budgets and operational capacity all impact the ability to undertake a CRM implementation project, even when it’s badly needed.

That doesn’t change the fact that we are living through the 4th Industrial Revolution. Consumer expectations are at their highest, radically transforming the way businesses interact when they sell, promote and provide service. In this digital age, personalisation and customer connectivity are a fundamental business priority. And the only way to achieve them is with a fit for purpose CRM system that will unify data, streamline processes and improve productivity.

Introducing Dynamics QuickStart CRM…

Dynamics QuickStart CRM is a fixed scope, fast implementation of Microsoft Dynamics 365, built to fit your business need, type and budget. Implement a new CRM, upgrade a current CRM or entirely replace your existing system fast, for maximum impact and little business disruption.

Perfect for busy businesses who want quick improvements and results, and suitable for all organisations of all shapes and sizes – from Banking and Financial Services to Manufacturing, Government and the Public Sector – QuickStart CRM from Redspire is a quick and simple CRM solution that delivers immediate results.

If you’ve heard your c-suite leaders and department heads make any of the following statements, your business will benefit from Dynamics QuickStart CRM…

PAIN POINT 1: “There’s no single version of the truth!”

Also known as the right hand doesn’t know what the left hand is doing.

It’s surprising just how many large multi-national businesses are operating with outdated data silos and no single view of their customer across various departments. Which begs the question, how can you understand your customer, predict sales propensity and provide great service, if you can’t view their interactions with your business holistically?

If your customer, sales and service data sit on multiple databases and spreadsheets, you’re undoubtedly only skimming the surface of your sales capabilities. Whilst delivering poor service to your client base. Yet you can optimise operations fast with Dynamics QuickStart CRM. Your teams and your bottom line will benefit from a single customer view that accelerates sales, personalises service and increases customer engagement.

PAIN POINT 2: “What are the salespeople doing?!”

Also known as the boss is getting twitchy because there’s no visibility of what the moneymakers are up to.

Digitally optimised workplaces and effective data and pipeline management have been proven to make teams much more productive. Yet workforces often resist the serious benefits of a transparent CRM system for fear of big brother watching, measuring their performance and finding it lacking.

With a collaborative, visible pipeline, the improvements to the workforce, customer and management are immeasurable. Put your hands on real time reports with ease, review an up-to-the-minute pipeline status and automate business reports at the click of a button with Dynamics QuickStart CRM

PAIN POINT 3 : “Excellent – sales are up…but where are they coming from?”

Also know as winging the sales process rather than using an evidence-based approach

If you aren’t tracking customer buying patterns, sourcing lead traffic and attributing your sales to marketing touchpoints, how can you understand your sweet spot? If you don’t track the customer journey and how you win or lose, you’re undoubtedly leaving money on the table. Which makes your salespeople’s lives harder and returns poor ROI from your marketing spend. Integrate Dynamics QuickStart CRM with your existing systems to see the bigger picture and find your strengths and weaknesses. And then watch your sales grow.

PAIN POINT 4: “I’m sick of the ‘them and us’ – they’re supposed to be part of the same team!”

Also known as sales and marketing blaming each instead of working towards shared goals

Despite being part of the same organisational family, with shared business goals, Sales and Marketing teams are notorious for being the warring siblings of the business world. How often are you hearing ‘what are marketing doing, there’s no leads coming through, and when they are, they’re awful!’ Or marketing complaining about lack of sourcing and poor conversions from the sales teams?

The issue is typically lack of visibility, reporting and communication. A CRM that works for all departments, tracking campaigns, leads and opportunities will encourage a positive workforce, working together with shared vision, and MI that fosters a collaborative, data-driven approach

PAIN POINT 5: “Where’s the paper trail for this complaint?!”

Also known as lack of customer information management

We’ve all endured the customer frustration of a poorly handled complaint. It’s often just as challenging for agents trying to manage customer services issues if their organisation isn’t managing data properly. Customers need to repeat themselves each time they call or email, and your employee is on the back foot from the outset, not knowing what decisions have been made previously. With QuickStart you can automate and aggregate customer service information, so that your people always have what they need to hand, when they need it.

PAIN POINT 6: “Reporting shouldn’t be this hard. Can’t we automate it?”

The simple answer is yes. And you should be! Free up your key people’s time from hand preparing reports and get them back to their day job. With QuickStart, you’ll access management information, sales, marketing and customer satisfaction reports as and when you need them, even when you’re on the go.

Ready to find out more about QuickStart CRM?

At Redspire, we specialise exclusively in Dynamics 365, helping clients across different industries – from Government to Financial Services – transform digitally. Working with world-class tools from the Microsoft universe, Dynamics integrates seamlessly with existing operations to unify whole businesses into a single, intelligent system. Get quick installation, rapid delivery and faster return on investment with Microsoft Dynamics QuickStart CRM. Read more today or get in touch for a no-obligation chat with our consultants now.

Once upon a time, in a land pre-digital, B2B data was a longed for resource.

Fast-forward to 2017 – data and technologies to handle it abound. So, why are senior marketing leaders still dissatisfied?

 

Problem No.1

A new study commissioned by the Martech Industry Council has highlighted that 25% of businesses are using over 20 tools to handle, process and use the data available to them.  No wonder they’re frustrated! That alone is a huge waste of precious time and the silos enormously restrict the ROI.

Problem No.2

How many marketers want to spend hours of their working week managing databases? According to the research, only 11%. So, at best, you could find your business data relegated to the ‘chores’ list.

Problem No.3

60% of marketing leaders are asking for a more accurate understanding of the buyer persona and person most likely to buy. It’s worrying that 60% don’t feel they have that currently. But it’s not surprising.  Data sitting in separate systems doesn’t tell you enough. It’s only once data is brought together into an integrated platform that it can tell you a full story about your buyers.

Problem No.4

75% of those surveyed said they’d like more time to develop and launch new campaigns. Tying in with problem no. 3 above, this suggests that marketers have to make assumptions about their buyer personas in order to get campaigns out within a time-frame. And as we all know, assumptions can be costly.

 

Here’s the solution:

In one word, integration. To be able to get truly actionable insights from data, it needs to be part of an ongoing loop that does the work for you.  For high-value products, the sale is dependent on a good journey from lead to conversion and then retention. Actionable insight from data helps marketers to identify what works at what stage but it only becomes actionable when it takes customer behaviour from other departments into account.

High-value product or service marketers know that good quality leads are their primary goal. To get those leads, you need to know what leads have previously converted and what the characteristics are of the ones that went on to become the most profitable for your business.

Since it launched in late 2016, Dynamics 365 has been described as a game changer for operational efficiency and customer experience. For the first time, the full workflow is on one system so that every interaction is informed, and every sale is creating data and insight to fuel the next wave of marketing.

Find out more information by watching on our High Value Marketing Webinar .