Case Study: ISS achieves consistent forecasting, increased cross‑selling and coordinated bids with Avanade's Microsoft Dynamics CRM

CRM Drives Sales Revolution At ISS

ISS, one of the world’s largest facilities management companies, serves about 8,000 UK clients with services such as catering, cleaning and security and is moving toward an “integrated facility services” model. Rapid growth and acquisitions had left sales leads, market intelligence and opportunity tracking siloed and inconsistent, hindering cross‑selling, lead qualification, contract monitoring and coordinated bidding across divisions.

Avanade customised Microsoft Dynamics CRM 4.0 (about 50 ISS‑specific workflows) and partnered with ISS’s provider CSC to deliver the solution in two phases within the same financial year. The rollout (160 UK users when fully deployed) standardized sales processes and forecasting, added a benchmarking tool for better targeting, unlocked cross‑selling via a centralized customer database and enabled more coordinated, compelling bids.

ISS

Mark Brown

IT Director