Technical Prospects, a leading supplier of refurbished and repaired parts for Siemens imaging equipment, chose Ledgeview Partners and Microsoft Dynamics CRM – Online to help them deliver even greater value to each client by gaining greater insight into their activity and needs.
Technical Prospects has positioned itself as the experts in Siemens imaging equipment replacement parts. The quality of their work, combined with the fact that their parts offer a substantial savings over the original manufacturer’s, has led to rapid growth. For the record, when we say a substantial savings, we’re talking about up to thirty percent less on new parts, and up to a stunning ninety percent less on pre-owned repaired parts. It’s no wonder that in twenty years, Technical Prospects has gone from operating their entire business in a ten foot by ten foot room, to operating out of a seventy-two thousand square foot headquarters with customers in over one-hundred and sixty countries around the world.
We should also mention that Technical Prospects is, well, techy. They’ve grown rapidly, and they’ve gotten really good at adopting technology that helps them keep up with their growth. They were already using Microsoft Dynamics NAV to manage their enterprise resource planning, which helped them streamline their processes and better manage all aspects of the company. Most importantly, it let Technical Prospects react to customer requests quickly and accurately, processing most of their shipments for next day delivery. After all, the parts they sell go into all kinds of medical imaging equipment located all over the world. People’s lives are literally on the line, and Technical Prospects takes that responsibility very seriously.
As they continued to grow, Technical Prospects saw an opportunity to become even more responsive, and to provide even more value to customers, by adopting CRM to enhance their ability to think strategically about each customer’s business. That’s when Technical Prospects decided to find a partner who could help them centralize their customer data and provide more value to their customers.
“We went from decision to launch in nine months. I’ve been involved with several CRM projects during my career, but I’ve never moved as quickly as we did on this project!”Keith Harkonen, Technical Prospects, Director of Marketing
Technical Prospects attended some CRM conferences, and had connected with Ledgeview Partners at one of them. Technical Prospects knew they wanted to move forward with implementing CRM, so when they were ready, they put together an internal CRM team and reached out to Ledgeview Partners to discuss the specifics of the project.
The project was going to be a challenge for two main reasons. First, the timeline. More accurately, it was an extremely short timeline. Keith Harkonen, Technical Prospects’s Director of Marketing, recounts, “We went from decision to launch in nine months. I’ve been involved with several CRM projects during my career, but I’ve never moved as quickly as we did on this project!”
The second challenge was the number of integrations with other systems. Remember when we mentioned that Technical Prospects had gotten really good at adopting technology to help them keep pace with their growth? Well, that meant there were some technologies they relied upon that would need to be integrated with their new CRM system.
The Technical Prospects CRM team and Ledgeview worked closely to make sure they could provide a solution that would integrate with all of Technical Prospects’s existing systems, and allow for launch within the specified timeline. In order to make that work, both companies were going to need to be open and transparent and really work in partnership. That’s exactly what happened. Harkonen describes partnering with Ledgeview this way, “It’s an unbelievable partnership. They’re a great company, and good people. Very professional, and good at talking through the details. Our working relationship was very much a two-way street with both companies sharing information back and forth to achieve our project goals.”
Technical Prospects wanted a CRM solution that didn’t require additional investment in on-premise hardware, and would allow them to easily apply updates. The obvious choice was Microsoft Dynamics CRM – Online. Since Technical Prospects was already using Microsoft Dynamics NAV for ERP, it was a natural extension to move to Dynamics CRM. And the online solution meant no additional hardware was required, and updates would be easy.
Harkonen’s team worked closely with Ledgeview to configure their new CRM system, integrating it with Microsoft Dynamics NAV as well as a new ClickDimensions marketing automation system. Ledgeview was also able to integrate two custom proprietary applications that Technical Prospects uses to manage inventory and time within the business.
With their new CRM system fully integrated and updated with clean data, Technical Prospects went live in July 2016.
“It’s an unbelievable partnership. They’re a great company, and good people. Very professional, and good at talking through the details. Our working relationship was very much a two-way street with both companies sharing information back and forth to achieve our project goals”Keith Harkonen, Technical Prospects, Director of Marketing
“Managing the business is completely different,” Harkonen explains. Since launching Microsoft Dynamics CRM, Technical Prospects has been able to get very strategic with each individual customer. Something that they just could not do before when data was in Outlook, or their ERP system, or someone’s personal filing system, or even in their head in some cases. “We’ve been able to build a foundation of intelligence to use to create strategic growth and to deliver more value to each customer,” explains Harkonen.
With their ClickDimensions integration, Technical Prospects can create nurture campaigns out of their database, delivering more targeted communications to their customers. Communications that are more relevant and timely to each customer and, therefore, more valuable. The campaigns can be automated, giving the marketing team more time to focus on additional creative and strategic activities.
But perhaps the biggest benefit is simply the consolidation of data. Harkonen underscores the importance of having that central database for customer data. He explains, “The visibility within Dynamics CRM has gotten everyone on the same page. We’ve become more disciplined, and we have more formal plans in place for each customer which we didn’t have before. That strategic approach is KEY!”
Coming full circle, it’s all about delivering value, and Harkonen points out that having Microsoft Dynamics CRM in place helps Technical Prospects be more specific with a particular value proposition for specific customers. That part’s kind of a big deal to the Technical Prospects team. Harkonen offers this quote from American inspirational speaker Zig Ziglar, “What would you rather be, a wandering generality or a meaningful specific?”
I think we know what Technical Prospects would say. If you’d like to be a meaningful specific, maybe you should give us a call and we can talk CRM. We’ll even get into the specifics.
“The visibility within Dynamics CRM has gotten everyone on the same page. We’ve been able to build a foundation of intelligence to use to create strategic growth and to deliver more value to each customer. That strategic approach is KEY!”Keith Harkonen, Technical Prospects, Director of Marketing
ABOUT TECHNICAL PROSPECTS
Technical Prospects has positioned itself as the experts in Siemens Medical Imaging equipment replacement parts, engineer training and technical support. The company provides its customers a select few number of OEM replacement parts and several refurbished parts at 30 percent less than the manufacturer’s price. Field-tested parts are available at an even more significant savings.
Technical Prospects will provide the global medical imaging community pre-owned OEM quality standard imaging parts at less than OEM pricing with an honest and consistent reputation due to quality shipping, friendly service and knowledgeable staff. Technical Prospects is committed to meet or exceed our customer requirements and to provide continuous improvement to our processes. At Technical Prospects, quality is paramount in all we do.
Learn more: https://www.technicalprospects.com