Measuring the Business Value of Online CRM

Published October 12 2018 by Saleem Chohan
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A move to the cloud makes sense for the IT department, allowing it to work more efficiently and effectively. But how can you measure the business value of a move to online CRM?

One way to consider this is by looking at the move to online CRM in three different contexts: Total Cost of Ownership Analysis; New Capabilities and Time to Value.

Total Cost of Ownership

How will a move to online affect TCO? When looking at on-premises systems there may be ongoing costs in the long run that are overlooked initially. These “hidden costs” can inflate the cost of a on-premises solution, for example: the cost of fixes, patches and upgrades, downtime, performance tuning, rewriting customisations, rewriting integrations, the maintenance of hardware, and maintaining and upgrading the network, security and database.

When you move to the cloud, these on-going and infrastructure costs maybe reduced. With Microsoft Dynamics 365, high availability, disaster recovery and redundancy are built-in and provided domestically. Less time needs to be allocated to deploying large-scale and costly upgrades and extensive change management, as all updates and upgrades will be managed online automatically. Application and infrastructure management are handled for you. Your instance will be hosted in a highly secure, Microsoft-owned and managed data centre and backed by a service level agreement of 99.9 per cent. Compliance for commercial and government customers is certified and ensured. New users can be activated and deployed almost instantly, without costly and time-consuming changes to your IT infrastructure.

Expenses become more predictable and costs become lower.

It is also important to take into account that moving to the cloud will shift the expense of a CRM system from Capex to Opex, for a leaner business model.

New Capabilities

Will a move to CRM in the cloud bring with it new capabilities that you would not get with an on-premises solution? With Microsoft Dynamics 365 there are a number of CRM capabilities that are included as part of the online license that are enhanced or deployed automatically.

The update schedule for a cloud-based solution is faster than it is for those on-premises. Online solutions will receive updates and new features every six months, rather than every 12 months. Imagine how much your organisation can benefit by having access to these updates and features six months in advance. You will always have the latest productivity tools ensuring that you can always get maximum value from the solution.

Time to Value

You will also make gains with Dynamics 365 Online when it comes to ROI. According to Microsoft data, an on-premises CRM solution takes an average of 28 months to deliver ROI. When it comes to CRM deployed in the cloud, this drops to just 17 months.

But you don’t want to take just our word on it. Business analyst firm Forrester estimates that moving to the cloud is 30 to 50 per cent less expensive than upgrading servers on-premises and reduces costs by 40 per cent.*

And if we are talking about a quick turnaround, it is important to find the implementation partner that understands how to deploy the solution in a short timeframe. With Fullscope, you can have a world-class system in place in just 13 weeks thanks to our own agile methodology.

Fullscope worked with global public services organisation Serco to implement Microsoft Dynamics 365. Katy Bassett, Serco’s Sales Operations and Enablement Director for UK and Europe, says: “We did this project to time and budget in between 12 and 13 weeks, which, for an organisation of the scale and size of Serco, is quite incredible.”

For more information, why not download our Guide to Modernize with Dynamics 365.

* Source: Forrester Total Economic Impact of Microsoft Office 365

Saleem is an experienced business advisory professional with a wealth of knowledge gained from a diverse range of business sectors. With over 20 years business management experience he is well positioned to add value and share perspective on Cultural Change Management, Technology and Leadership.

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