Deuromedia is an international supplier of comprehensive software and IT services for digital TV solutions: IP TV software platforms, broadband digital and multimedia data transmission, middleware applications for Set Top Boxes.
Although the company operates worldwide, the whole activity is managed directly by its 2 offices: one in Austria, Vienna and one in Romania, in Brasov. Founded in 1994, Deuromedia Romania has been growing on an annual basis with more than 20%.
In 2008, the company’s top management realized they needed a software solution to assist the sales and customer support departments in an effort to reduce the response time to customer requests. The company wanted to improve the access to all information regarding customers, streamline the reporting processes and improve the customer relationship.
"Customer management was performed by using Microsoft Excel and although we had basic pivot tables and complex formulas, looking for data was an extremely slow process. In addition, the information on each customer's history could not be found in the same place and thus, the customer support was not immediately correlated with changes in contracts”, Julia Mikó, General Manager Deuromedia.
The solution that answered these requirements was Microsoft Dynamics CRM 4.0 and Deuromedia knew that since it was already familiarized with Microsoft solutions. The next step was to choose a Microsoft partner that could configure and customize the application according to the specificity of Deuromedia’s offices in Vienna and Romania. The main selection criteria were the flexibility and expertise of the partner. The decision was made relatively fast considering TotalSoft’s multiple CRM implementations in Romania: Toyota, Impact, Motor Assistance, Ţiriac Autorulate, Petrom Gas, Agroalim, Falcon or TBI Call Center.
Thus, in March 2008, Deuromedia and TotalSoft signed the contract for the implementation of Microsoft Dynamics CRM 4.0, which includes 3 modules, namely, Sales, Customer Service and Marketing.
The project started with TotalSoft presenting multiple concepts and taking many interviews in order to perform the project analysis. Following this stage, the implementation specification was elaborated. Of course, as in any complex project, it was necessary to adapt the application to the specificity of Deuromedia. The demo version resulting from these adjustments was the basis for the user training that TotalSoft provided Deuromedia with in order to better understand the platform accoding to its needs.
„The main benefits obtained by implementing the CRM solution were the centralized information, the business processes’ automation, the authorized access to those involved in the processes,the faster customer response time and time saving. In two words: we are informed promptly and exactly.” States Julia Mikó, General Manager Deuromedia
Thus, the project deployed with TotalSoft helped Deuromedia win a new vision of the company's business, benefiting from the improvement and optimization of daily activities. In addition, it helped the company become a prompter and more reliable partner in terms of customer support.
Case study revised in 2008.