Microsoft CRM Financial Services Customisation

Implement a common Microsoft CRM database in a heavily customised format suitable for use across Close Private Bank Group of Companies in Guernsey, Isle of Man and Jersey as well as remotely within Europe and the Far East. The solution should deliver the following:

• Customised forms and view suitable for use within financial services
• Data migration and consolidation of 2 separate Goldmine 6.5 databases
• An advanced sales and forecasting module for pipeline analysis
• A reports pack to allow for on-demand reports
• Microsoft Word Plug-in to allow for rapid document generation
• Implementation across Isle of Man, Guernsey and Jersey offices as well a remotely
• Mangement and automation of the Group’s online Marketing activities
• Sales and Marketing Campaign Management functionality including strategy, budgets and expenses, use of promotion codes and Marketing collateral

From the requirements given by the client, we carried out an initial scoping exercise to establish the base customisation requirements. Once these requirements were captured the forms and views were amended accordingly, site map changed, entities renamed and so on.

To build the forecasting module we re-wrote the existing products/opportunities areas of CRM 3.0. This involved the creation of a custom "web service" and calls to a 3rd party we service for live exchange rate information. Once the forecasting module had been tested we set about delivering a pack of pipeline / sales reports (for inclusion and use at Executive Board level).

Client and Contact data was migrated from the 2 Goldmine databases using a custom application to convert the data into a format suitable for importing into CRM using the Data Migration Framework.

A word plug-in was also created to allow for documents/correspondence to created directly from the client/contact address data held within CRM and the ability to save the document back into the CRM note's history.

Future plans include roll-out to further divisons of the Group, integration with the Mitel telephone system, implementation of Workflow and integration with other "Line of Business" Applications.