Tim Thorpe and Leslie Guffey of YRC Logistics presented a case study on their implementation of Microsoft Dynamics CRM. YRC Logistics is a global logistics company that implemented Dynamics CRM to replace legacy systems and enable a single customer view across its global operations. The implementation involved migrating data from Oracle OnDemand and integrating CRM with Microsoft Exchange and plans to integrate with their Dynamics GP ERP system. The new system provides consistent global processes, integrated email and ERP capabilities, and visibility into growth opportunities.

2. Tim Thorpe
Manager, Information Solutions
YRC Logistics
Leslie Guffey
Senior Marketing Analyst
YRC Logistics presented by:

3. Agenda
Welcome
YRC Logistics CRM Case Study
Interactive discussion
Wrap-up
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5. Who is CRMUG?
The largest, independent user group for users
of Microsoft Dynamics CRM
Why should I be a member?
Membership covers your whole organization +
60+ events annually +
Peer to peer networking +
Learning and professional development +
SIGs, Regional Chapters, Microsoft Conduits
= A Tremendous ROI!
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6. Convergence Membership Campaign
Free membership every hour, the whole Expo!
30% introductory discount!
Refer a Member – win a Wii!
Join us at Summit 2009
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7. Business Structure
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Global Logistics Solutions Transportation Services

8. Subsidiary of YRC Worldwide
Leader in global transportation
2008 Revenue: $8.9 billion
55,000 employees and 1000 locations
worldwide
27,000 trucks and 90,000 trailers
Processes more than 27 million tons of
cargo annually
Executes 41 million shipments annually
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9. About YRC Logistics
Formed in 2002 to help businesses manage their
logistics more efficiently.
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Operate facilities in 21
countries
6,000 employees at 370
facilities and offices in
Asia, Europe, North
America and South
America

10. World’s Largest Standing Lion Sculpture
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Shipped from
Sacramento, CA
to Charlotte, NC
Now installed at
Queens
University of
Charlotte

11. Service Portfolio
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12. A sample of our clients…
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13. Company History
Growth through mergers / diverse services
Truly worldwide operations
12+ external integrations with Dynamics GP
First CRM solution was salesnet.com
Second CRM solution was Oracle OnDemand
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14. Implementation 411
Initial rollout to 100 members of sales staff
Staff spread around the world
Started project in October 2008
Go-live occurred in January 2009
Migrated existing data in Oracle OnDemand
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15. CRM Technology Pain Points
Expensive
Many legacy systems from acquisitions
Wanted to leverage Dynamics GP ERP
Wanted to leverage Exchange Enterprise Email
Configuration vs. Development
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16. CRM Business Drivers
Significant Business Growth
Global Staff
Single Customer-Multiple Solutions (one truth)
Ease of customization/configuration
Elimination of paper-based processes
Consistent processes worldwide
Enhance user adoption
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17. Implementation Challenges
Limited CRM experience
Limited budget
Limited resources (2 person team)
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18. Microsoft Platform Integration
CRM integration with Outlook speeds user
adoption of CRM functionality
CRM integration with Microsoft Exchange
provides the ability to eliminate paper flows and
track disparate customer communications
Phase 2 of CRM implementation will use Scribe
Software adapter to integrate CRM with
existing GP ERP
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19. Key Success Criteria
Clearly define scope / stay within it
Start with a small or finite initial CRM rollout
Reengineer your processes before your rollout
Evangelize CRM across your organization
A solid Microsoft Partner will speed/smooth
your implementation
Where appropriate, use 3rd party tools such as
Scribe Insight/Adapters
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20. Solution Value to Organization
Consistent global processes / single repository
Integrated email, ERP, CRM
Fast implementation
Elimination of legacy systems/processes
Visibility to organic growth opportunities
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21. Questions/Discussion
Tells us who you are…
Name
Company
CRM Plans
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22. Thanks for joining us!
Be sure to fill out session evaluations online
or at designated stations
For more information:
tim.thorpe@yrclogistics.com
leslie.guffey@yrclogistics.com
www.crmug.com
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23. © 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market
conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.