Case Study: Network Equipment Technologies achieves 6.6% service-hour recovery and improved communication and collaboration with Axonom (Powertrak + Microsoft Dynamics)

High-Tech Company Cuts Costs, Boosts Efficiency, and Improves Communication and Collaboration

Network Equipment Technologies (NET) needed a CRM and communications solution that would work better than Salesforce.com, integrate tightly with Microsoft Outlook and other Microsoft tools, automate manual sales forecasts and return-authorizations, and provide a secure customer portal. NET partnered with Axonom to deploy Microsoft Dynamics CRM together with the Axonom Powertrak Unified Service Manager and Customer Portal to meet those needs.

Axonom implemented an integrated solution built on Microsoft Lync Server 2010, Microsoft Dynamics AX and CRM, Office/Outlook, SharePoint, and Axonom Powertrak, linking CRM, ERP and Outlook data and adding dashboards, web self-service, inventory views and scripted workflows for incidents, renewals and returns. About 100 employees use the system; NET reports improved communication and collaboration, faster response times, new service opportunities (such as ExpertLive), and process automation that recovered 6.6% of its annual service personnel hours.

Network Equipment Technologies

Carmel Wynkoop

Chief Information Officer, Vice President of Information Technology