Real-life: Critical Challenges for Professional Service Organizations

Published October 12 2017 by Natasha Spurr
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Thank you for your interest in the first of our blog series on the topic of, "How Professional Services Organizations can thrive in times of turmoil". 

It is always beneficial to learn from companies that have actually experienced the challenges and opportunities that many service organizations have questions about.

Mark Sykes, Partner, National Head of BDO Drive UK answered some of the critical questions service companies have about Dynamics CRM and Project Service Automation (PSA). As a user of both technologies Mark shared his insight into how these solutions will help tie your business together in real life.

Below are a few of the questions that Mark answered:

  1. Why did you need a CRM and Project Service Solution for your business

One of the challenges that we had as a professional services firm was as we were growing and scaling up our business, we carried on with the same business structure that we had before. This meant we would need more managers because we had more clients, we'd need more staff because we've got more work going on. The reality is that some way we had to actually start saying how do we change our business model so whilst we scale up we can still achieve the same goal, we wanted to start leveraging slightly better, CRM system helped us to do that. 

  1. What did you want to achieve by implementing these new solutions?

We wanted our own CRM and Project Service system that we were able to quickly implement, speed was really the essence for us here. We wanted a system that we could really build out for our business needs rather than one that we were compromising with all the time to fit with legacy systems and legacy processes. We wanted a system that would flow information from the sales team and the people getting the opportunities, to the people actually delivering the services going forward.

  1. Why choose Microsoft Dynamics 365 for CRM & PSA?

Mark and his team consulted their business and understood the key business outcomes that they wanted to achieve, they fundamentally were 3 things :

  • Improve the efficiencies, operational efficiencies in the organisation. How could they join that up and make sure that communications are going quickly from one person to the next person because that really drives client service.
  • The second thing was around lead generation.
  • Thirdly generating opportunities from existing clients. BDO wanted to be engaging in proper business conversations.

Fullscope were able to demonstrate how CRM provides complete visibility to a company, we've been able to join up internal communication to drive client service.

PSA consolidated information previously held in multiple applications and unified practices, now we can actually look up the resources available, look up based up on the skillset and be able to quickly see who the right people are who might be able to deliver on the job; so it helps us to join together our team.

Mark explains, "To win a client you have to respond quickly. We needed to deliver client engagement with integrity because it is embedded into the way we operate. CRM did this for us."

To hear more and gain further insight, WATCH Mark talk about how BDO Drive use Microsoft Dynamics 365 CRM & PSA to drive Client Service.

Natasha is an experienced CRM professional with a unique ability to work across both marketing and sales functions. As CRM Marketing Manager at Edgewater Fullscope, Natasha has helped the organization to achieve multiple global partner awards and leadership status across the UK and beyond.

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