Recent projects

Central government commission—Microsoft Dynamics CRM contact and case management integrated with Office SharePoint Server

150 users, complete Oct 2009

A radical project to transform the working processes within this government commission. Legacy contact and project systems replaced with Microsoft CRM for managing contacts and cases. Legacy shared document server replaced with SharePoint document management. The project transformed the way departments within the commission work together, and included automatic creation of SharePoint case sites for each case worked on—between 50 and 100 new cases per month. The project also included very complex migration of data from old systems and spreadsheets, and automatic migration of files and documents from the shared folder server directly into the correct case sites. SharePoint case and departmental team sites replaced the previous intranet in its entirety and has created a new and vibrant working environment.

Official watchdog and consultation body —Microsoft Dynamics CRM for case handling

10 users, complete Oct 2009 in only 6 weeks

A project to replace an existing complaints handling system, completed from engagement to live in 6 weeks to ensure live use for the whole 2nd half year. Microsoft Dynamics CRM has been tailored to handle complaints, referrals and appeals for the watchdog body. It includes auto-creation of new cases from email and from the web site. It greatly improves the watchdog’s capability to monitor cases from the same individual, cases against the same organisation, and to report statistically on its’ work and findings. For the first time, the watchdog is able to record all “Quick calls” using imaginative easy to input forms which auto-complete most of the information and create and complete cases in the background.

Major UK broadcaster —Microsoft Dynamics CRM with TK Dialogs

Proof of concept project prior to award of major contract, spring 2009

A proof of concept project for a major broadcaster’s new complaints handling system. Microsoft CRM, integrated with TK Dialogs call scripting solution for call centre agents (www.teamknowledge.co.uk). The solution demonstrated how a CTI-instigated call script would handle the caller, integrate with Microsoft CRM for customer verification and knowledge base lookup, and then record a case in CRM for further work and escalation/referral as required.

English district and borough councils —Microsoft Dynamics CRM for customer service with TK Dialogs

2 projects — Supporting councils as they implement the solution themselves, 2009 and Spring 2010

The councils selected the Microsoft Dynamics CRM solution and wished to implement it themselves using primarily their own in-house resource. Expert guidance and support was provided on an as-needed basis to utilise the benefit of experience with the solution from similar projects. One of the councils implemented the solution alongside TK Dialogs.

Other Microsoft Dynamics CRM project experience

· Large and small sales force projects in the manufacturing and distribution sector, many integrated with various ERP systems

· Project bid management solutions for construction contractors

· Project based selling for suppliers of products and services  into the construction sector

· Professional service organisations using CRM, integrated with EPM (Project Server) and SharePoint

· Many customer service and case management focussed implementations

· Sales and presentation/demonstration experience. Main presenter at  over 50 CRM and related events. Closed over 100 CRM sales across Microsoft, Pivotal, GoldMine, HEAT.

Updated June 2010

BREARTON CONSULTING

Implementing Microsoft Dynamics CRM

Sales and distribution company —Microsoft Dynamics CRM sales and quotation management integrated with Microsoft Dynamics GP

25 users, complete Apr 2010

Implementation of a previous failed/stalled project. Primary focus was sales, opportunity, and quotation management. The system was integrated with Microsoft Dynamics Great Plains using Scribe and included in-house and remote synchronising users. Services provided included all customisation and configuration, data migration from ACT! and Quotewerks, integration with Great Plains, bespoke report development and full user training and provision of a user guide.

John Brearton has extensive experience with Microsoft Dynamics CRM and has been involved with the solution since the original product launch. This includes close to 100 projects as project manager, programme manager, consultant and product expert. John has an extensive hands-on capability with the solution, including entity and workflow configuration, data migration, form scripting, report development, and user training. John’s speciality is working as a champion for the project and solution, obtaining user buy-in and focussing the project on the business benefit that triggered the investment in the first place.  A summary of John’s recent project work is included below.

Large UK Systems Integrators —Microsoft Dynamics CRM sales and bid support

From Autumn 2008, Ongoing

CRM 4.0 bid support and presales demonstrations for several projects for 2 major London based systems integrators at various times as and when required. Provided solution expertise, bespoke product demonstrations and completion of tender documentation. Projects included: a large H.E. project; a large housing association; a large local authority.

IT Organisation implementations —Microsoft Dynamics CRM internal use

Late 2009 and through 2010

Provided expert advice and implementation services for a number of IT organisations that had implemented the solution internally but needed to move the solution forward with their business, including:

· Consulting, configuration, form scripting and report development for a West Sussex IT organisation

· Upgrading CRM from 3.0 to 4.0, advice/guidance for CRM 4.0 as a helpdesk - for an East Sussex IT company

Project Services Available

 

: Configuration

: Customisation

: Form scripting

: Report development

: Dashboards

: Data migration

: Integration

: User training

: Consulting

: Project management

: System and user documentation