WriteImage CEP Entertainment Company Uses CRM Solution …



Overview

Country: India

Industry: Media and Entertainment

Customer Profile

Fame (I) Limited began its story with Fame Adlabs in April 2002. It runs the FAME chain of multiplexes and currently operates 70 screens across eight states in India.

Business Situation

Keeping in mind the growing business, the company wanted to provide adequate customer services and reporting capabilities. It needed a powerful, affordable, and scalable customer relationship management (CRM) solution that would help it become more customer-centric and responsive.

Solution

Fame (I) Limited deployed Microsoft® Dynamics™ CRM 4.0 and turned to Microsoft® Gold Certified Partner Religare Technova to implement the solution.

Benefits

■ Provides flexible and customizable solution

■ Increases business opportunities

■ Improves business management

■ Simplifies development

| | |“With Microsoft® Dynamics™ CRM 4.0 our employees have a single source to turn to if they want to know anything about a customer. It is the right tool that helps us to strengthen and grow our business. ”

Mr. Arshad Kazi, Vice President - Technology, Fame (I) Limited

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| | | |Fame (I) Limited, a company that owns and runs the FAME chain of multiplexes and is listed on the |

| | | |Bombay Stock Exchange (BSE) and National Stock Exchange (NSE), began its story with Fame Adlabs in |

| | | |April 2002. Fame has refined the movie viewing experience for cinema patrons and has catalyzed the |

| | | |explosive growth of the multiplex industry across India. Fame (I) Limited however, lacked a focused |

| | | |plan and approach to attract its target customers. A review of its existing system revealed |

| | | |inadequacies as customer data were stored disparately thus effecting customer services and making |

| | | |reporting a challenge. The company decided to implement Microsoft® Dynamics™ CRM 4.0 with the help of|

| | | |Religare Technova, a Microsoft® Gold Certified Partner. Now, the company has streamlined its |

| | | |processes and can provide better customer service and accountability. |

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Situation

Fame (I) Limited is an integrated film exhibition and distribution company, operating a chain of multiple movie theatres that offers a world class viewing experience to the consumer. It was incorporated with the core objective of providing cinema goers a superior movie viewing experience.

Currently, the company operates 70 screens and 20149 seats across eight cities in India with presence in states of Maharashtra, Gujarat, West Bengal, Jharkhand and Karnataka.

Today, Fame (I) Limited provides different ways to book tickets which includes SMS, e-mail or website. It maintains customer details to promote, and advertise upcoming releases. With the growing business requirements, company needs relevant data to identify regular customers to provide them excellent services.

The company however lacked a comprehensive customer management tool that would allow them to collaborate effectively. Till date, Fame (I) Limited had no process to record the buying pattern, and interests of its customers, which in turn would result into enhanced and loyal customer base in the long term. This was impacting the company’s expansion plans.

It realized that due to lack of available details on the customer’s buying pattern, periodicity of visits, etc. the company was losing out on its customer base and service. To enhance the market presence, Fame (I) Limited needed to endorse excellent customer services.

In order to overcome these pain points, Fame (I) Limited decided to implement a CRM solution to address critical facets of managing a customer relationship.

Solution

After evaluating a number of CRM solutions including Sugar CRM and following a rigorous analysis, Fame (I) Limited decided to implement Microsoft® Dynamics™ CRM 4.0 in order to optimize the success of the company.

Fame (I) Limited worked with Microsoft® Gold Certified Partner Religare Technova to ensure a smooth implementation of the Microsoft Dynamics CRM solution.

“We chose to deploy Microsoft® Dynamics™ CRM 4.0 because it best met our company’s requirements,” states Mr. Arshad Kazi, Vice President - Technology, Fame (I) Limited. Factors that convinced Fame (I) Limited to build the solution on Microsoft Dynamics CRM 4.0 platform include:

■ Sophisticated set of building blocks for sales, marketing, and service

■ Flexible workflow that cuts across and ties the modules together

■ Role-based security across business entities; and a highly customizable platform

The company found that the Microsoft® Dynamics™ CRM 4.0 platform provided the perfect framework on which it could build such a comprehensive and customized CRM solution, because Dynamics CRM is built on a sophisticated line-of-business application platform; it provides the basic required services upon which developers can build custom solutions, tailored to specific business needs. The CRM solution provides basic insights into following modules and functionalities:

■ Customer Services

■ Campaign Management

■ Reporting automation and Compliance reporting automation

The solution streamlines accounting and reporting processes and thus reduces effort required to prepare reports, leading to productivity increases among the accounting staff. “Reporting that used to take half a day to one day can now be done in 10 to 15 minutes,” says Mr. Arshad Kazi, Vice President - Technology, Fame (I) Limited. “The solution is flexible enough to accommodate our business needs.”

Microsoft® Dynamics™ CRM 4.0 responds faster to customer service issues. It empowers, anticipate, address and deliver consistent, efficient customer care support that contributes to long-term business profitability. Microsoft Dynamics CRM provides functionality for:

■ Account and Contact Management

■ Case and Interaction Management

■ Product and Contract Management

■ Knowledge-base Management

■ Service Scheduling

■ Workflow across teams and Groups

■ Service Reporting and Analysis

“With Microsoft® Dynamics™ CRM 4.0, we’ve been able to improve customer service and increase efficiency between 15 to 20 percent,” says Mr. Arshad Kazi, Vice President - Technology, Fame (I) Limited.

Fame (I) Limited now has a robust solution that can easily and economically integrate into the company’s current systems and deliver functional and technical capabilities that support business operations.

Benefits

Microsoft® Dynamics™ CRM 4.0 provides a robust solution along with features, flexibility, and customer details to optimize the effectiveness of a media and entertainment company. It provides Fame (I) Limited all the tools and capabilities needed to create and easily maintain a clear picture of customers.

Provides Flexible and Customizable Solution

While the solution is highly customized to meet the demands of the media and entertainment industry, it is also highly flexible to meet the specific business needs and processes of its customers across.

The flexibility of Microsoft® Dynamics™ CRM 4.0 empowers Fame (I) Limited to build a sophisticated solution that reaches beyond the realm of customer relationship management. The solution can be easily adapted to meet specific requirements of Fame (I) Limited.

Increases Business Opportunities

Microsoft® Dynamics™ CRM 4.0 has helped Fame (I) Limited to increase and expand business opportunities to track all potential customers. The expanded deployment capabilities in CRM 4.0 lead to greater business opportunities previously outside the reach of the company.

Improves Business Management

Many expanded capabilities in Microsoft® Dynamics™ CRM 4.0, such as end-to-end relationships and improved workflow, have helped the company to streamline business operations and provide an integrated view.

By building their solution on the Microsoft® Dynamics™ CRM 4.0 platform, Fame (I) Limited is able to offer customers a deep and powerful application that requires minimal IT management.

Simplifies Development

A key benefit of working with the Microsoft® Dynamics™ CRM 4.0 is its simplicity. The learning curve for development is incredibly short and developer-friendly. The architecture of the Dynamics CRM platform is consistent with this approach and allows the company to deliver and implement its integrated solutions faster.

“The solution provides both a robust foundation for standard capabilities and more powerful ways to meet specific business needs,” says Mr. Arshad Kazi, Vice President - Technology, Fame (I) Limited. “Thus, with Microsoft® Dynamics™ CRM 4.0, we have not only been able to meet more complex business needs, we have been able to do so more quickly and easily.”

About Religare Technova

Religare Technova Limited is the holding company for the IT business of a large diversified Indian transnational business group. The Religare Technova umbrella includes Religare Technova Global Solutions Ltd. (formerly Asian CERC Information Technology Ltd and Capital Market Solutions Pvt. Ltd.), a global leader in providing Enterprise Software Solutions to the Capital and Financial markets; Religare Technova IT Services Limited, which provides Enterprise IT Solutions and Religare Technova Business Intellect Ltd., which provides Knowledge Management Solutions.

Currently with over 1500 employees and presence in over 10 countries, Religare Technova is poised to be a leader in the global IT space. The group entities have partnered with IT majors, Independent Software Vendors (ISVs) and Internet companies to provide a broad spectrum of IT services, products and solutions to their customers. Religare Technova focuses on clients in key verticals such as Banking and Financial Services, Insurance, Capital Markets and Health Sciences.

Microsoft Dynamics

Microsoft Dynamics is a line of integrated, adaptable business management solutions that enables you and your people to make business decisions with greater confidence. Microsoft Dynamics works like familiar Microsoft software such as Microsoft Office, which means less of a learning curve for your people, so they can get up and running quickly and focus on what’s most important. And because it is from Microsoft, it easily works with the systems that your company already has implemented. By automating and streamlining financial, customer relationship, and supply chain processes, Microsoft Dynamics brings together people, processes, and technologies, increasing the productivity and effectiveness of your business, and helping you drive business success. 

 

For more information about Microsoft Dynamics, go to:

dynamics

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“Reporting that used to take half a day to one day can now be done in 10 to 15 minutes. The solution is flexible enough to accommodate our business needs.”

Mr. Arshad Kazi, Vice President - Technology, Fame (I) Limited

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© 2003 Microsoft Corporation. All rights reserved. This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Example: Active Directory, Windows, the Windows logo, Windows Server, and Windows Server System are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.

Document published January, 2009 | | |

For More Information

For more information about Microsoft products and services, call the Microsoft Sales Information Center at (800) 426-9400. In Canada, call the Microsoft Canada Information Centre at (877) 568-2495. Customers who are deaf or hard-of-hearing can reach Microsoft text telephone (TTY/TDD) services at (800) 892-5234 in the United States or (905) 568-9641 in Canada. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information using the World Wide Web, go to:

For more information about Religare Technova products and services, write to connect@ or visit the Web site at:

For more information about Fame (I) Limited products and services, call +91-022-66403636 or visit the Web site at: fame.co.in

| |Software and Services

■ Microsoft Dynamics

− Microsoft Dynamics CRM 4.0

■ Microsoft Server Product Portfolio

− Microsoft SQL Server 2005

− Windows Server 2003

|Hardware

■ IBM System x3650

Partner

■ Religare Technova Limited | |

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