Case Study: SKILLED Group achieves a unified cloud CRM and 360° customer view with Avanade

SKILLED Group transforms CRM with Avanade

SKILLED Group is Australia’s largest workforce solutions provider, employing over 50,000 workers annually and operating more than 60 offices across several countries. As it expanded into new markets and pursued customer-centric initiatives, SKILLED needed a more agile, integrated CRM to provide a single view of customers, mobile support for a distributed sales force, telephony integration for a centralized service center, and faster time-to-market than its heavily customized in-house Salesforce implementation allowed.

Avanade delivered a configurable Microsoft Dynamics CRM Online solution (with BizTalk integration) using agile methods, migrating data and telephony, integrating Office365 capabilities, and training users in under four months. The result is a common CRM across all branches, a 360° customer view, improved sales forecasting and reporting, reduced hosting and maintenance costs, a personalized service experience, retirement of the old Salesforce system, and positive user feedback.

Skilled Group

Morris Lieberman

General Manager Business Transformation