Victrex implemented a new Microsoft Dynamics CRM solution with Zero2Ten to replace their outdated legacy CRM system. The new CRM solution offers integrated functionality across applications to provide more insights. It has reduced the IT resource needs for managing the CRM system and allowed the focus to shift from reactive to proactive activities. Victrex is now able to better seize growth opportunities with the accurate business intelligence provided by their new CRM solution.

1. Zero2Ten
Victrex was drawn to Dynamics’ CRM and its
integration capability, which offered a system where
existing applications such as sales order processing,
invoicing, BI and marketing would talk to each other.
Fleming says: “We were essentially looking for
something with more functionality. Dynamics was
something I was already familiar with so it made sense
to look here first, once we did, we never looked back.”
With the new Dynamics CRM solution, Fleming
has reduced the resource requirement to 0.5 of a full
time head and this is simply to manage new projects.
“Ultimately I’ve been able to shift the focus of my time
from being reactive to proactive,” he says.
How Victrex optimised growth opportunities
and found saving through adopting CRM
with Zero2Ten.
A
gainst a backdrop of economic instability, Victrex a global
manufacturer of high performance polyaryletherketone
materials, continues to buck the market trend with year on
year revenue growth.
But despite this positive performance and outlook, company
leaders recently became frustrated at their inability to seize all the
growth opportunities they perceived due to a legacy CRM system
which could not support real-time account intelligence.
Realising the need to take advantage of revenue opportunities from
existing accounts and the surrounding ecosystem, Victrex turned to
Microsoft Gold partner Zero2Ten to implement Microsoft Dynamics
CRM Online.
Victrex now has an integrated CRM solution that delivers the
accurate business and market intelligence needed to accelerate growth.
Helping MANUFACTURING Companies MAKE MONEY!
HOW DOES CRM HELP?
“”
Out with the old, in with the new
As is common with many CRM implementations, Victrex’s
growth and business evolution outstripped the functionality of the
existing Saratoga CRM. It was no longer providing the value the
company needed.
“We evaluated the current CRM system, it was pretty old and heavily
reliant on IT to keep it breathing and to provide any reasonable source of
flexibility.” says James Fleming, group IT director.
Mr Fleming and his team were spending too much time fire fighting
and building bespoke reports, in fact, it took 1.5 full time heads just to
keep the CRM system working at its existing levels of capability, “We
found ourselves having to write functionality that was already standard
in Microsoft Dynamics CRM,” Fleming explains.
70 www.themanufacturer.com |December/January 2014 | Issue 10 | Volume 16
“”
CRM is the No.1 IT priority in 2013
(Gartner, The worlds leading technology research & advisory company)
Average % improves reported
by customers using CRM
“How to increase revenue
by $138 million
in one year” O’Neal Steel
US Steel manufactures reduce
customer response times by 5 days
and realises increased sales and
market share. Could Dynamics CRM
from Zero2Ten do that for you?
+27%
Increase in
revenue
+28%
Customer
retention
+30%
Sales
productivity
+32%
Lead
conversion rate
WHY DYNAMICS CRM?
$
$9.3
Billion R&D Spend
39,000
40
Customers
Countries
3.1
Million Users
With the CRM-focused IT headcount that Fleming
has been able to free up, Victrex has been able to
save £35,000 per year in resource alone. Fleming
says: “Over time it’s certainly going to further release
the resource requirement on IT and allow people to
become much more autonomous with the way they
consume information.”
Companywide adoption
Gaining large scale adoption was essential if the CRM
was going to become a valid tool for supporting the key
business drivers and Fleming says he is pleased with the
way Zero2Ten has helped it manage internal adoption.
This hurdle is eased by the fact that Dynamics
CRM’s integration with Outlook means Victrex’s
staff can use CRM straight from email, rather than a
separate system. Calendar and contact management is
simplified via sync functionality.
One of the key requirements for Victrex was to
ensure that the internal team were sufficiently skilled on
the solution so as to be able to manage it themselves
once the project had finished and Fleming confidently
states that: “Zero2Ten are very much about making
sure we are as self-sufficient as we can be. They spent
the time training up our guys to ensure there was a very
smooth hand-over.”
Leverage the Microsoft platform with:
About Victrex
Greater insight, greater control
Microsoft Dynamics CRM has enhanced Victrex’s
ability to take advantage of new business
opportunities, ably supported with the tools needed
to measure, manage and track all engagement
processes. “The insight we’re now able to gather is
helping us identify changing mark trends and spot new
opportunities,” comments Fleming.
This will prove vital in supporting Victrex’s plans to
extend its operation into India, Russia and Brazil.
“The key has been the agility of the project delivery,
moving away from a traditional approach and focusing
on addressing the real business challenges. Our need
was to see benefit straight away, Zero2Ten have
helped us achieve that. I would have no hesitation in
recommending them,” Fleming concludes.
With a global footprint and highly dispersed
workforce, the intelligence that can now be gathered
and displayed has enabled the Victrex board to make
resource placement decisions based on real, rather
than speculated, forecast information.
“For the first time at a board meeting, the Managing
Director was able to turn up with sales forecasts that
were accurate and a true reflection of what was going
on.” Fleming found that the decisions being made during
Reduced cost
BUILDING BUSINESS FAST
Victrex is a leading manufacturer of
high performance polyaryletherketone
materials comprising:
WHY ZERO2TEN?
100+ manufacturing customers
ERP integration specialists
Over 8,000 seats of CRM
in manufacturing
Rapid returns & fixed fee programs
More CRM customers than any other
Microsoft partner in the world
Manufacturing Accelerator
(CRM built for manufacturers)
Zero2Ten
Level 4
Level 3
Level 1
Gold Partner
for CRM held
since 2008
Invibio Biomaterial Solutions: specialist solutions for
medical device manufacturers
About Zero2Ten
Where do Zero2Ten stand in the Microsoft CRM partner eco system? AT THE TOP!?
Level 2
Victrex Polymer Solutions: for transport, industrial
and the electronics markets
Priced Aggressively
Our manufacturing customers:
Microsoft Partners
To Victrex,
the spoils
With a recognised need and growing appetite for a
change, the demand to deploy quickly led to Victrex
engaging Microsoft CRM Gold partner Zero2Ten, which
has a strong track record in this area.
Victrex met with the Zero2Ten team for an initial
scoping exercise. Fleming had found historical
engagements with more traditional CRM providers
cumbersome and but admits he was refreshed by
Zero2Ten’s value-led attitude
“We liked everything that Zeron2Ten were saying,” recalls
Fleming. “They immediately understood our business
challenges and the need for a fast turnaround.”
A follow up engagement was arranged where
Zero2Ten demonstrated the functionality within the
Dynamics CRM solution and went into more depth
around its delivery methodology. “Once we knew there
was synergy between us, we quickly made the decision
to go with Zero2Ten.” says Fleming.
The end result was a project delivered in 12 weeks
and delivered to budget.
board meetings were now far more relevant; “The insight
we’re now able to gather will help us identify changing
market trends, spot new opportunities and become
more strategic in the placement of resources.”
zero
Rapid deployment
IT in Manufacturing
2009 - present
2011
2012
2013
Presidents
Club achieved
Microsoft
Dynamics
Inner Circle
* An elite group of the most strategic Dynamics partners globally
2011
2012
2013
Worldwide
Partner of
the Year
Awards
• Level 1 - Microsoft Dynamics CRM Gold
Partner - This means that the partner
has a number of CRM qualified staff
and should be the minimum standard
for successful delivery
• Level 2 - The Microsoft Dynamic
Presidents Club - We are in the top
5% of Dynamics partners worldwide
• Level 3 - Microsoft Dynamics inner Circle*
• Level 4 - Partner of the Year Awards Winners since 2011
Zero2Ten has shown hundreds of companies that
CRM doesn’t have to be difficult or expensive.
We are the only Microsoft Dynamics CRM firm
that combines deployment and a proactive user
adoption roadmap into a single 100% fixed
fee programme.
Zero2Ten has implemented 750+ Microsoft
Dynamics CRM Online solutions - more than any
other Microsoft provider. We continually fine-tune our
process and user adoption programmes to give you
the maximum return on your CRM investment.
To find out more about how Zero2Ten can help you
build your business, email Adam.Spurr@zero2ten.com
or, better still, call us now on 0203 608 1445
December/January 2014 | Issue 10 | Volume 16 | www.themanufacturer.com 71