Hammond Street Developments Pty Ltd

Case Study: GCCSI

HSD solves complex CRM system needs fast.

Stakeholder management of a global membership base is difficult without effective systems and processes.  GCCSI called on HSD to solve their Customer Relationship Management issues with rapid implementation of Microsoft Dynamics CRM.

Situation

The Global Carbon Capture and Storage Institute (GCCSI) have a complex stakeholder and membership base comprising of organisations across the world.  They had no effective way of managing this base in a way that aligned with their existing business processes.  The GCCSI also had issues with a previous supplier who was not able to support their needs effectively which led them to look for a vendor with proven expertise.

Business Needs

The key GCCSI business requirement was to support the manual membership process within a XRM (Extended Relationship Management) system.  The system would need to provide an up to date record of all projects, members and stakeholders of the Institute.

The system also needed to enable full access by GCCSI staff members from countries such as Japan and Germany.

Solution

HSD were able to design, build, customise and deploy a Microsoft Dynamics CRM system tailored to GCCSI’s business needs, extending on the existing CRM framework to introduce Membership and Project capabilities.

The solution followed the process of a membership application from submission through to acceptance, validating the completion of each step in the process before allowing the membership application to progress.

In addition to enforcing business processes for membership management the solution involved developing a number of access levels within the system to restrict users from accessing confidential information within the system and preventing them from altering legally required information.

The CRM solution integrates with Microsoft Outlook to upload Contacts from individual contact lists into the shared CRM system and record details of Email and Appointments between contacts and GCCSI.  Phone Calls and Events can also be stored in the system.

The solution included the development of user guides and Dynamics CRM training for over 60 staff members.

Benefits

The CRM system brings together data in a central location that can be used by all GCCSI offices worldwide.  The information stored can be easily viewed and reported on.  Benefits of the system include:

  • Ability to export customer lists into excel or word
  • Microsoft Outlook Integration to track emails, appointments and tasks
  • Support the membership application business processes
  • Ability to configure the system without writing code
  • Field level security for sensitive information
  • Easy creation of static and dynamic marketing lists
  • A familiar user interface
GCCSI Logo

Solution Overview

Organisation Profile

The Global Carbon Capture and Storage Institute (GCCSI) is a Canberra based government funded agency that has members from government, industry, non-government and research organisations around the world.

Sector

Government

HSD Services

  • Microsoft .NET Development
  • Microsoft Dynamics CRM
  • Systems Management & Support
  • Systems Integration

HSD Solutions

  • CRM Solutions
  • Customisation and Configuration of COTS software

Business Need

A CRM system for membership and stakeholder management that could be accessed from global distributed offices.

Solution

Customised Microsoft Dynamics CRM implementation.

Benefits

  • Microsoft office integration
  • Microsoft Outlook Integration including tracking
  • Support existing business processes
  • Easily configurable
  • Field level security for sensitive information
  • Easy creation of marketing lists

Technologies

  • Microsoft Dynamics CRM
  • Microsoft Server

Partners

  • Datacom