Microsoft CRM Solution Provider Expands Market Share



“Microsoft changed the competitive landscape when they entered the CRM marketplace in 2003. ... We doubled the number of customers over the past year.”

Yacov Wrocherinksy, Founder and Chief Executive Officer, Infinity Info Systems

Infinity Info Systems has been a successful reseller of customer relationship solutions (CRM) since 1987 with sales that put it in the top one percent of resellers for every product it markets. Recognizing the potential of Microsoft Dynamics™ CRM software, Infinity became a Microsoft® Gold Partner in 2003. Both companies are committed to transforming how businesses handle customers—contributing to a consistent growth in sales of Microsoft CRM solutions.

Business Needs

Back in 1987 when Infinity Info Systems opened its doors in New York City, customer relationship management (CRM) was a new concept whose biggest competition came from typewriters and the Rolodex. Since that time, Infinity has focused exclusively on educating its customers about the benefits that technology can bring to all aspects of contact management, sales force automation, and customer relationship management.

The company’s consistent growth—over the years implementing more than 3,500 contact management and CRM solutions and training more than 120,000 professionals—is fueled by a passionate conviction that technology can positively impact how people work.

“We’ve always had a clear vision about improving peoples’ productivity through CRM,” comments Infinity Founder and Chief Executive Officer, Yacov Wrocherinsky. “Our goal is to develop trust by guiding and supporting our customers. We continuously strive to earn this trust by managing expectations, delivering the best technology available, and offering ongoing consulting, training, development, deployment services, and support. Infinity is committed to building a community with our customers, and vendors, and especially building trusted relationships with other Microsoft partners that are experts in their competencies.

“When we saw Microsoft becoming involved in CRM, we got very excited. Infinity’s goals and the Microsoft vision for CRM were closely connected and we knew an alignment would be extremely beneficial for our customers,” recalls Wrocherinsky. “If any company can change how people work, it’s Microsoft! In the past, other companies have tried to take this on, but no one else has made such an investment in educating customers and partners to achieve that vision.”

Solution

Infinity became a Microsoft® Partner in 1996 and achieved Gold Partner status in 2003, the first year that designation was made available for Microsoft Dynamics™ CRM. Today, Infinity has achieved Microsoft Competencies through training in CRM, learning solutions, and information worker solutions. Wrocherinsky describes the two companies’ relationship as one that developed over time through mutual trust and support.

“We got to know the local Microsoft teams here in New York, Fargo, and also in Redmond. And while the CRM team has changed over time, it has always been 100 percent committed to helping us become better specialists,” says Wrocherinsky. “We have helped Microsoft develop training and I’ve provided product advice through my tenure on the Microsoft CRM partner advisory board and other focus groups.”

Infinity has also enjoyed the benefits of Microsoft marketing and sales support, generating many leads over the years. “Microsoft has excellent sales support,” confirms Wrocherinsky. “They have put together a comprehensive partner marketing kit and their MatchMaker Support Program encourages and monitors cross-sell opportunities among local Microsoft partners. We have used the Microsoft office and lab in New York to host successful partner events and are always looking to create new relationships with other Microsoft partners.”

Benefits

Wrocherinsky has seen a consistent growth in the sale of Microsoft CRM solutions since their introduction in 2003. “The Microsoft CRM solution has an advantage due to its ease of use and seamless integration into most customers’ existing infrastructure,” he comments.

■ Improving sales. “Customers are more receptive to products that integrate with their existing infrastructure, are easy to use, and priced reasonably,” Wrocherinsky continues. “Microsoft changed the competitive landscape when they entered the CRM market in 2003 because of their ability to transform any industry they enter. Now with the release of Microsoft CRM the sales momentum is huge.”

■ Beating the competition. “Siebel customers are transitioning to Microsoft CRM because of the price point and functionality,” continues Wrocherinsky. “We are also seeing customers convert to Microsoft CRM because of the ease of integration with [Microsoft] Outlook®, the flexibility of the software, and the choice between a hosted and non-hosted implementation. We doubled the number of customers over the past year.”

■ Creating sales opportunities. The vast majority of Infinity’s prospects and customers are already using the Microsoft Office System and the Microsoft line of server software, which opens doors for Infinity. “The Microsoft CRM core application integrates with Microsoft Office so that people don’t have to leave their workstation productivity software to access customer information. [Microsoft Office] SharePoint® Portal Server 2003 provides an enterprise portal to share CRM information across the enterprise, and [Microsoft Office] InfoPath® 2003 links the PC to customer databases. Smart mobile devices keep people connected to customer data while on the road. The integration built into Microsoft products creates opportunities for us by enhancing and expanding new touch points with our customers that help us improve how they work. That’s our promise to our customers and, working with Microsoft, we can deliver on it better than ever.”

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For more information about other Microsoft customer successes, please visit: resources/casestudies

Partner: Infinity Info Systems

Web Site:

Partner Size: 1-99

Country or Region: United States

Industry: Professional services: ISV (Independent Software Vendor)

Partner Profile

Based in New Y[pic][?]]_bork, Infinity Info Systems is a 55-employee information technology firm specializing in contact management, sales force automation, and customer relationship management.

Software and Services

■ Microsoft Office System

− Microsoft Office Professional Enterprise Edition 2003

− Microsoft Office InfoPath® 2003

− Microsoft Office SharePoint® Portal Server 2003

■ Microsoft Windows Server® 2003

■ Microsoft Dynamics™ CRM

■ Technologies

− Microsoft SQL Server™ Reporting Services

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