Auckland Airport Dynamics CRM (case study)

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“This was a picture of a diverse number of business teams using a disparate array of core information, sales tools and business processes. We needed a visible, centralised CRM conduit that would enrich our commercial proposition as NZ’s largest transport, travel and business district hub.”
Carl Eakins, Project Manager, Auckland Airport.

Only when you get the triangle into place do you start to see the benefits.

More information: http://www.intergen.co.nz/Our-Work/auckland-airport/

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Auckland Airport Dynamics CRM (case study)

  1. 1. PUBLIC SECTOR, TRANSPORTATION case study Dynamics CRM touches down Auckland Airport NZ’s Largest and fastest growing transport hub. THE SITUATION The big thing Intergen really gets is that a successful CRM project isn’t just about the tool – it’s about understanding the business need, having the right motivation and giving good training so that people will buy into the change. Carl Eakins Project Manager Auckland Airport Auckland Airport is New Zealand’s largest and fastest growing transport hub. As the main gateway to our country, the airport welcomes over 13 million passengers annually and generates around $20 billion for our economy – a business district in its own right. Auckland Airport is continually accelerating its programmes of development including strategies led by its Aeronautical Business Development, Property and Retail business teams. Establishing a strong CRM platform was essential to managing and prioritising a pipeline of opportunities across these businesses. Auckland Airport had started down a path to put a CRM model “in the air”, when they challenged their original view and questioned if they were maximising the full potential of their investment. In a market sweep, Auckland Airport Project Manager, Carl Eakins was drawn to Intergen’s Rapid Results approach. “We decided to ask more questions of what we could achieve, and our search for a partner brought one name into the frame, and that was Intergen. The have a great track record of Microsoft Dynamics CRM success and their Rapid Results approach was a good pricing model that could rapidly give us what we needed to get CRM running and working.”
  2. 2. THE PAIN “Our business situation presented a picture of a diverse number of business teams using a disparate array of core information, sales tools and business processes. We needed a visible, centralised CRM conduit that would enrich our commercial proposition as New Zealand’s largest transport travel and business district hub,” Carl says. Auckland Airport needed to bring together its people, its processes and its technology. the VISION One of Carl’s main conclusions from the partnership that developed between Auckland Airport and Intergen was that Intergen clearly understood the much talked about triangle between people, processes and technology. He explains how Intergen was eager to understand their business: “Even at RFP stage they were saying. Yes we can make it work. And putting in the effort to demonstrate an understanding of our vision,” he says. Intergen rapidly took hold of our plan and was very fast on its feet in putting its own spin on how we could get the most value from our investment. They made very sensible decisions from day one, resourced the project well and performed within budget. “The big thing Intergen really gets is that a successful CRM project isn’t just about the tool—it’s about understanding the business need, having the right motivation and giving good training so that people will buy into the change.” The aeronautical and property divisions were first to taxi down the CRM runway. Dynamics CRM assists the aeronautical business development team to look at synergies between multiple airlines, routes, time slots and destinations. In a complex operation, keeping tabs on key relationships, workflows, reporting capabilities and managing opportunities is essential to support those linkages. One of Auckland Airport’s most strategic assets is a significant and strategically located property offering. Property development activity has just topped over $100 million as part of Auckland Airport’s growth strategy. CRM has proved to be the ideal tool to manage these portfolios and identify new opportunities. the GAIN The Business Case With an accelerated and high value programme of development, Auckland Airport needed a strong CRM tool to view, manage and prioritise its pipeline of opportunities. The Business Value »» Greater visibility of operations and opportunities »» An enriched commercial proposition through improved portfolio management »» Centralising diverse teams and disparate processes »» Better management of key relationships, workflows and reporting capabilities »» The ability to look at synergies between airlines, routes, destinations and time slots The Engine Room »» Microsoft Dynamics CRM »» Intergen Online Hosting Services As Auckland Airport is poised for strong growth, it is expected that Dynamics CRM will play a valuable support role in both the daily and future activity that underpins its core operations. With more than 300 Intergen staff working across organisations of all sizes and types, our offerings include portals, content and collaboration solutions, Microsoft Dynamics financial and relationship management, custom software development, management consulting and hosting services. AUCKLAND CHRISTCHURCH DUNEDIN PERTH REDMOND SYDNEY WELLINGTON

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