Merchants Moving and Storage

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Needs:

• A new system for coordinating and tracking moves

Challenge:

For Merchants Moving & Storage, a professional household moving company, customer care and providing on-time service are key differentiators. With their customer records in paper files, one of the three Coordinators who handle frontline contact with customers would often have to place customers on hold or call them back as they searched through the paper files for information.

Solution:

Avastone Technologies and Heartland Business Systems worked with Merchants Moving & Storage to implement Microsoft Dynamics CRM to track customer information. After consultation with Merchants, the solution includes hosting Dynamics CRM and Outlook Exchange server in Heartland Business System's data center along with using an in-house server at Merchant.

Merchants Moving & Storage Coordinators, and other staff, now have customer information at their fingertips. They can easily have conversations and share information externally to customers as well as internally to facilitate the moves. From a communications standpoint, Merchants is confidently “light years ahead”!

Impact:

• More effective communication internally and with customers
• Decreased inefficiencies of managing paper files