Profile and Challenge
Profile:
Indigenous Business Australia (IBA) is a key Australian Government agency dedicated to promoting economic independence and prosperity for Indigenous Australians. To support this mission, IBA relies heavily on a Microsoft Dynamics CRM system to manage interactions, data, and operations crucial to their work with Indigenous businesses and communities.
Challenge:
IBA’s Microsoft Dynamics CRM system is integral to their day-to-day operations. However, maintaining the system’s optimal performance, security, and compliance posed significant challenges. The existing support structure required enhancement to address issues such as system downtime, technical glitches, and the need for continuous customization to meet evolving business requirements. IBA sought a managed services partner capable of providing expert, round-the-clock support and ensuring the CRM system remained robust, secure, and fully functional.
Solution
Teratek Pty Ltd, in partnership with Digital61 Pty Ltd, delivered a comprehensive Managed Service Support solution for IBA’s Microsoft Dynamics CRM system. The solution was designed to address the specific needs of the CRM platform and included the following key components:
Key Components of the Solution:
- Dedicated Specialist Team: Teratek deployed a specialized team comprising a Customer Assurance/Solutions Architect, a Technical Specialist, and a Functional Specialist. This team provided expert support tailored to the unique requirements of IBA’s CRM system.
- Continuous Monitoring and Incident Resolution: Teratek implemented continuous monitoring of the CRM system through an IT Service Management (ITSM) tool. This ensured that any incidents or service requests were promptly identified, tracked, and resolved, minimizing disruptions to IBA’s operations.
- Technical Customizations and Enhancements: The solution included ongoing technical support for customizing the CRM system. This involved modifying fields, views, and reports, as well as addressing any technical issues related to the CRM’s functionality, such as access problems, formatting errors, and built-in feature glitches.
- Comprehensive Documentation: Teratek developed and updated Standard Operating Procedures (SOPs), knowledge base articles, and other documentation to support end-users, IT staff, and the Service Desk. This ensured that IBA’s personnel were equipped with the necessary knowledge to manage the CRM system effectively.
- Regular Maintenance and Health Checks: Teratek conducted regular maintenance activities, including health checks and database checks, to ensure the CRM system’s continued stability and performance.
- Discovery and Continuous Improvement: The team engaged in initial discovery activities and contributed to ongoing Continual Service Improvement (CSI) efforts, identifying areas for enhancement and implementing improvements to the CRM system.
Result
End Result:
Teratek’s Managed Service Support solution has significantly enhanced the performance, reliability, and user experience of IBA’s Microsoft Dynamics CRM system. The tailored support provided by Teratek has ensured that the CRM system operates smoothly, securely, and in full compliance with relevant standards, enabling IBA to focus on its core mission of supporting Indigenous Australians.
Key Outcomes:
- Improved System Reliability: The CRM system now operates with greater stability and fewer disruptions, allowing IBA to efficiently manage its operations and service delivery.
- Enhanced User Experience: Users of the CRM system experience fewer technical issues and benefit from customizations that align the system more closely with IBA’s specific needs.
- Comprehensive Knowledge Transfer: The creation of detailed documentation and SOPs has empowered IBA’s internal teams, reducing reliance on external support and enabling more effective management of the CRM system.
- Security and Compliance: Teratek’s support has ensured that the CRM system meets stringent security and compliance requirements, safeguarding IBA’s sensitive data and maintaining the integrity of its operations.Through this Managed Service Support solution, Teratek Pty Ltd has proven its ability to deliver high-quality, customized CRM support that aligns with IBA’s strategic goals, ultimately enhancing the agency’s capacity to serve Indigenous communities across Australia.