Download Chilean Investment Firm Positions Itself for Growth by Gaining

Microsoft Business Solutions
Customer Solution Case Study
Chilean Investment Firm Positions Itself for
Growth by Gaining Control of Sales Leads
Overview
Country or Region: Chile
Industry: Financial Services
Customer Profile
Andueza Patrimonios is a financial advisory
firm in Santiago, Chile. The growing market
for these services provides Andueza
Patrimonios with both opportunities and
challenges.
Business Situation
The financial advisory business in Chile is
becoming very competitive. Every new lead
is an important opportunity for the
company, but the lack of a centralized
database often resulted in duplicated
efforts and missed opportunities.
Solution
The company decided to deploy Microsoft®
CRM Sales Standard, aligning its own
workflows internally to match those of the
solution. Within a month, the firm was able
to begin managing all of its customer
relationships with its new database.
Benefits
 Centralized, accessible customer
information
 More effective managed growth
 Increased employee productivity
 More sales opportunities
“We were up and running within a month of
deployment, managing our customer relationships
with Microsoft CRM.”
Rodrigo Andueza Saint, General Manager, Andueza Patrimonios
Andueza Patrimonios, located in Santiago, Chile, is a new financial
advisory firm with a fast-growing client base. Increased sales
activity provided both opportunities and challenges for the
business. The company needed a comprehensive software solution
to help centralize sales leads and automate business processes.
The solution also needed to integrate with its existing office
systems and potential workflow. With these requirements
identified, Andueza Patrimonios turned to C-Metrix Business
Solutions, a Microsoft® Certified Partner for Microsoft CRM
solutions, to deliver an affordable, stable, and powerful system for
managing customer information.
Situation
As Chile’s economy continues to grow, more
people are seeking professional financial
advice about how to invest their money. To be
successful in this industry, Andueza
Patrimonios must offer top-quality customer
service.
When Andueza Patrimonios first opened its
doors, managing customer information and
new leads was a fairly straightforward
process. The firm used the Microsoft® Office
Outlook® messaging and collaboration client
as its e-mail program and Microsoft Office
Excel® to manage customer information and
to forecast sales.
As the company’s client list grew, however,
Andueza Patrimonios and its five sales
representatives found it increasingly difficult
both to track and coordinate sales activity
and to respond to new leads and close
business. For example, sales representatives
were often making multiple calls to the same
customer. The sales team was also having
difficulty staying informed about what had
been discussed with the customer in previous
calls. Andueza Patrimonios realized that it
needed a more effective way to analyze sales
in order to cross-sell and upsell its financial
products to customers interested in
additional investment opportunities.
Solution
To keep track of important sales leads,
Andueza Patrimonios determined that finding
a customer relationship management (CRM)
solution would help address many of the
challenges it faced. The company wanted a
solution that was full-featured yet would
integrate with its existing office systems and
workflow. After evaluating several solutions,
Andueza Patrimonios determined that
Microsoft CRM most effectively met its
requirements.
“We knew that Microsoft CRM would be
around long into the future, and that gave us
a certain peace of mind,” says Rodrigo
Andueza Saint, General Manager, Andueza
Patrimonios. “Plus, we wanted local support
and expertise, not telephone support from
overseas. That’s something no one else could
offer us.”
The company prepared for the Microsoft CRM
implementation in advance. “We integrated
our workflows and processes to take
advantage of the capabilities of Microsoft
CRM. So it was a little easier for us to migrate
to the new system in many respects,” says
Andueza Saint.
Easy user adoption was another key factor in
implementing Microsoft CRM. “Some of our
employees were intimidated at the beginning
just because it was a new way of doing
things,” Andueza Saint recalls. “But other
employees recognized its similarity to the
Microsoft Windows® operating system
environment, and they caught on very
quickly.”
Like many small businesses seeking a
competitive edge, Andueza Patrimonios
wanted to deploy a new solution as quickly as
possible. “We were up and running within a
month of deployment, managing our
customer relationships with Microsoft CRM,”
says Andueza Saint. “Part of this was due to
Microsoft CRM’s ability to customize the
workflow to match our processes. But a large
part was the familiar user interface of
Microsoft CRM—it integrates with the other
Microsoft products we are already using,
such as Internet Explorer, Outlook, and
Windows.
“Our technology partner, C-Metrix, offered us
a software and hardware package they
created called CRM Express, which included
Microsoft Windows Small Business Server
2003 Premium Edition on an HP Proliant
server,” continues Andueza Saint. “They
worked very closely with us to configure the
CRM software to fit our needs, and they
installed the server. They also gave us the
support we needed to customize the product
to meet our needs.”
Benefits
Moving to Microsoft CRM began to pay off for
Andueza Patrimonios almost immediately.
Centralized, accessible customer
information
Customer information is now located in a
central location that is easily accessible to
everyone in the company. Because all
customer contacts are tracked and all calls
are logged into one system, sales
representatives no longer make duplicate
calls to the same customer lead. The time
saved allows them to pursue more sales
opportunities.
More effective managed growth
Microsoft CRM is also helping Andueza
Patrimonios manage growth more effectively.
“We are in the process of adding more sales
representatives to our firm, and they will be
able to contribute to our bottom line more
rapidly because they won’t have to create
their own way of managing sales. They can
easily adapt to our Microsoft CRM workflow
and become productive almost immediately,”
says Andueza Saint. “That certainly gives us
the competitive advantage.”
Increased employee productivity
Microsoft CRM has also allowed Andueza
Patrimonios to retain some key employees.
“One of our best salespersons needed to
work out of her house for an extended period
of time due to some personal issues,” said
Andueza Saint. “Because she is able to pull
up the information she needs to do her job
from home, we are not only able to continue
to provide her clients with the level of service
they’ve come to expect, but also retain a very
important member of our sales team.”
For Andueza Patrimonios, the ultimate goal is
to deliver top-quality customer service to its
existing customer base without sacrificing
quality as the business grows. Andueza Saint
says, “We now have a CRM system in place
that will let us grow without starting again
from scratch, or relearning processes or
systems.”
For More Information
Microsoft Business Solutions
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Microsoft Business Solutions offer integrated
business applications and services that allow
small and midsize organizations and divisions
of large enterprises to connect employees,
customers, and suppliers for improved
efficiency. The financial management,
customer relationship management, supply
chain management, and analytics
applications work with other Microsoft
software, including the Microsoft Office
System and the Windows operating system,
to streamline processes across an entire
organization. This gives businesses insight to
respond rapidly, plan strategically, and
execute quickly. Microsoft Business Solutions
are delivered through a worldwide network of
channel partners that provide specialized
services and local support tailored to a
company’s needs.
For more information about C-Metrix
Business Solutions products and services,
visit the Web site at:
www.c-metrix.cl
For more information about Andueza
Patrimonios products and services, call
(562) 378-7132 or visit the Web site at:
www.andueza.cl
For more information about Microsoft
Business Solutions, go to:
www.microsoft.com/businesssolutions
Software and Services
Hardware
Microsoft Windows Server System™
− Microsoft Windows Small Business
Server 2003 Premium Edition
 Microsoft Business Solutions
− Microsoft CRM Sales Standard


© 2003 Microsoft Corporation. All rights reserved. This case
study is for informational purposes only. MICROSOFT MAKES NO
WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Microsoft, Excel, Outlook, Windows, and Windows Server System
are either registered trademarks or trademarks of Microsoft
Corporation in the United States and/or other countries. All
other trademarks are property of their respective owners.
Document published July 2005
2.8 GHz Hewlett-Packard ProLiant ML 110
server with 1 GB of RAM
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