L.E.K. puts customer first with Microsoft Dynamics CRM and ClickDimensions
L.E.K. is a global strategy consulting firm with offices across Europe, the Americas and Asia-Pacific. In Australia, L.E.K. uses Microsoft Dynamics CRM to manage their customer relationships and sales forecasting process. In 2016, L.E.K. embarked on a ‘CRM 2.0’ project with the objective to make improvements in User Experience, Business Intelligence, Proactivity, and to introduce Marketing Automation. L.E.K. selected Clade Solutions because of their extensive experience with Dynamics CRM Online, marketing automation solution ClickDimensions and their reputation to deliver results on-time and within budget.
To improve the user experience, the screen layout was optimised and the mobile app was introduced to enable access to customer information on the run. In order to provide better visibility of customer activity, new reports have been introduced such as pipeline and activity reports by sector and service line and win/loss reports. One of the key benefits of the project was the automation of email campaigns through the implementation of Dynamics CRM add-on ClickDimensions. L.E.K. can now create and send bulk emails with all send, open, click, and bounce data reporting at the mailing (aggregate) and individual level.
L.E.K.’s CMO Dominic Eggers is thrilled with the results of the project. “The CRM solution is at the core of our client relationship strength and development. Congratulations to Clade who help us to constantly improve our focus on clients, collaboration between our people and provide critical business intelligence.”