As being an international federation of intercontinental removal companies does FIDI serves 615 members in more than 100 countries on 5 continents. With an eye for an optimal service for its members does the organization use Microsoft Dynamics CRM. To get the most out of the package, hired FIDI Microsoft specialist Spikes. Also for the implementation of SharePoint did FIDI use the expertise of Spikes. “In retrospect, we could not have found a better partner for these software projects”, tells Michael Cassiers, Secretary-General at FIDI.
FIDI stands for guarantor and quality. In full, the ‘Fédération Internationale des Déménageurs Internationaux’ targets professional moving companies which are specialised in removals between countries and continents. The headquarters of the company are based in Etterbeek, where FIDI employs 14 people. Companies that want to join must undergo an independent quality audit. Who receives the FIDI label, also stands for guarantor and a high-end professional approach. This quality does FIDI also want to reflect in their service. “Our members can contact us for training and all kinds of information, such as customs legislation for different countries”, says Michael Cassiers. “Our old client administration system for our member management was insufficient to provide the professional service which we want to provide to support them. Therefore, were we looking for a full CRM system which perfectly fits with our new IT infrastructure.”
Microsoft CRM: find the right functionality
We chose for Microsoft Dynamics CRM. “we opted for an established supplier on the market, we knew for sure that their CRM software had everything to make a more complete and interactive member management possible”, it sounds. But FIDI struggled to get the CRM project under control by themselves. “during the start-up of the CRM project, the internal employee who was responsible for the project left. Because the project continued to drag on, did we start looking for a CRM specialist who could get exactly the functionality form Microsoft CRM that we needed,” continues Michael Cassiers.
Spikes and CRM: a match made in heaven
The CRM specialist could FIDI find in Spikes. “We asked Spikes to start from the business processes that we recently made. But by now we knew that it is anything but self-evident to get the right functionality from the extensive Microsoft Dynamics CRM, especially the functionality who makes the organization more productive. Moreover did we want as less possible custom made. This is the reason why we wanted a partner whom breaths Microsoft Dynamics CRM, so to speak. From the outset, we seemed to be at the right place at Spikes. With our business processes in hand and his in-depth, knowledge of the specific functionality of Microsoft Dynamics CRM, we asked the consultant to intensively map the needs with the employees over a period of 10 days. The result was a goal oriented, pragmatic implementation plan which was executed by Spikes.” Today, FIDI does manage on a dynamic their contacts of the packet. “Microsoft Dynamics CRM supports us in all are activities: updating member data, sending out mailings and newsletters, managing registrations for training courses, following up the triennial audits of our members, etc.”, explains Michael Cassiers. Besides can people or companies who are looking for an international moving company find the suitable partner on the renewed FIDI website. This data comes straight out of the CRM.
Project-based approach pays off
Micael Cassiers looks happily back: “Spikes explained us before the start that they work in a very project-based way, which has also been shown. We didn’t want anything else than a clear aligned project that was delivered neatly and on time. Neither did we want a consultant which dragged on the project.” In addition, Spikes ensured that all configurations within the CRM application were clearly documented, an important requirement for FIDI. This was necessary as the CRM application and support had to be transferred to FIDI’s IT partner, who is responsible for the IT infrastructure.
Follow-up project SharePoint
After a successful implementation of Microsoft Dynamics CRM asked FIDI Spikes to integrate the information platform SharePoint within the CRM. “SharePoint let us, in a convenient way, share and keep documents up to date. For example, our extensive library with costumes regulations, trainings data and all information about quality certificates. We have also put our members guide on SharePoint”, clarifies Michael Cassiers. All information is now exclusively available for the FIDI members through extranet, which Spikes developed.
Ready for Membership Intelligence
Since Microsoft Dynamics CRM was introduced explores FIDI gradually the additional possibilities of the package. “As a natural result, did we ask Spikes to generate the dashboards through Microsoft Dynamics CRM. They must give us an even better picture of the various activities and our members: where they are located, how large they are, and so on. Based on the data from the audits, we could also show our members how well they score compared to other moving companies, so benchmarking. The next step is ‘member intelligence’, which will allow us to tailor our services better to the personal needs of each of our members in the future”, concludes Michael Cassiers.