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Microsoft Dynamics CRM Customer Success Stories


Global Electronic Systems Company Uses Microsoft Dynamics CRM to Manage Sales and Customer Service Operations

OSI Systems, Inc

"Microsoft Dynamics CRM is an essential tool for keeping our processes, our inventory, and our people connected throughout the entire sales and service cycles."

Mohinder Chopra, Senior Vice President and Chief Information Officer, OSI Systems, Inc.

OSI Systems, Inc. is a provider of specialized electronic systems and components that meet the critical needs in the homeland security, healthcare, defense, and aerospace industries. A public company listed on the NASDAQ (Symbol: OSIS) with annual sales in excess of $800 million, OSI Systems has three divisions: Rapiscan Systems, Spacelabs Healthcare, and OSI Optoelectronics. Dedicated to developing customer solutions that serve to lead the way to a safer and healthier world, OSI Systems follows a common IT strategy for the company’s three independently-operated divisions. With the rapid business growth and global expansion that the company was experiencing, OSI Systems required a customer relationship management system that could better organize and consolidate customer service information, as well as provide a comprehensive view of sales data. The company also required a system with a scalable architecture that could serve the company’s global business advancement in both the present and the future. Microsoft Dynamics CRM’s platform flexibility provided OSI Systems’ team members a fully connected and integrated sales and customer service tool, enabling team members to more quickly and efficiently access, and act on, crucial data – thus improving customer service efforts and increasing customer satisfaction.

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Download: TEC Buyers Guide OSI Systems Case Study [PDF]


Leading Child Care Provider Gains Enrollment Efficiency and Increases Customer Engagement with Microsoft Dynamics CRM

Bright Horizons

"Microsoft Dynamics CRM enables Bright Horizons to more efficiently connect parents with the high-quality, nurturing child care programs that help their children learn and thrive."

Dave Shaby, Senior Vice President of Consumer Operations, Bright Horizons Family Solutions.

Bright Horizons Family Solutions® is a leading provider of early education and preschools, employer-sponsored child care, back-up care, educational advisory services and other work/life solutions. Founded in 1986, the company is headquartered in the United States and conducts business in the U.S., the UK, Ireland, the Netherlands, India, and Canada. Bright Horizons operates more than 900 child care centers worldwide and partners with more than 1,000 leading employers across nearly every industry.

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Luxury Real Estate and Property Developer Caruso Affiliated Gains Unique Loyalty Rewards Program Built on Microsoft Dynamics CRM

Caruso Affiliated

"One of the highly valuable components of the CRM system is its scalability. We have a very large development pipeline, and we are able to use CRM as an asset, not only on existing properties but to extend it to new guest populations in order to have the same expectation of success in future developments."

Rick Gehringer, SVP - Technology, Caruso Affiliated

Recognized around the world as one of the most innovative and successful developers of retail complexes, Caruso Affiliated continues to be the leader in the industry for sales, popularity, growth, and the highest quality portfolio. By combining a focus on driving sales, a passion for architectural and design excellence, a commitment to serving the needs of the local community, and close attention to offering a one-of-a-kind guest experience, Caruso Affiliated has become one of the most admired real estate development firms in the industry.

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Global Education Assistance Provider Gains Flexible Reporting and a Powerful CRM System


"CRM is something that we’re able to develop internally to really fit our business needs - I think all of our lines of business are very unique. We’ve used CRM as something that is holistic and living, so that there is constant opportunity for change and development."

Tally Simmons, Senior Manager - Operations, EdAssist

EdAssist is a subsidiary of Bright Horizons Family Solutions, which is a leading provider of early education and preschools, employer-sponsored child care, back-up care, educational advisory services, and other work/life solutions. Conducting business in North America, Europe, and India, they have created employer-sponsored child care and early education programs for more than 880 clients, including more than 130 of the Fortune 500.

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Water Services Provider Gains Business Visibility and Automates Service Processes with Microsoft Dynamics CRM


"With Microsoft Dynamics CRM providing a clear view into our business operations, Maynilad is able to deliver fast, efficient service that best meets the needs of our customers."

Francisco C. Castillo, SVP - CIO, Information Technology Services, Maynilad Water Services, Inc.

Maynilad Water Services, Inc. (Maynilad) is the largest water concessionaire in the Philippines in terms of customer base. With a net income of 8 billion, the company’s services range from water service installation and maintenance, zone inspections, technical implementation, expansion, wastewater management, geo-mapping of pipelines, billing and reporting to the regulating office of Metropolitan Waterworks and Sewerage System (MWSS). With 12 business areas spread out across Metro Manila, Maynilad wished to implement a standard way of providing service to all customers from different locations. With the lack of a single system for recording transactions and maintenance processes, Maynilad suffered from data inconsistencies. As a result, due to lack of visibility, improvement areas could not be identified, and customer satisfaction became very low. Microsoft Dynamics CRM is the core solution for Maynilad's Workflow Management System (WMS) – the system responsible for enhancing Maynilad's sales and customer service operations.

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Microsoft Dynamics CRM Gives Foreign Currency Exchange Company a 360 Degree View of Customers and Business Operations


"Microsoft Dynamics CRM provides Associated Foreign Exchange the necessary functionalities for enhancing sales efficiency and increasing data visibility across our global operations."

Michael Downing, CIO, AFEX

Associated Foreign Exchange (AFEX) is a foreign exchange company that caters to more than 10,000 customers belonging to diverse industries and businesses throughout the globe. Based in Encino, California, AFEX has multiple offices located worldwide that offer clients international payment and foreign exchange services, including foreign currency drafts, wire transfers, risk management tools, and designated corporate account managers. Because clients have different transaction and currency requirements according to their business needs, AFEX prides itself on customizing its extensive range of services to fulfill a customer’s specific company obligations. But despite wishing to provide premium customer service to all of its clients, AFEX’s efforts were hindered by an outdated customer service system that could not give the company the comprehensive oversight of operations that it needed. AFEX soon found that the in-depth workflow and queue functionalities of Microsoft Dynamics CRM 2011 delivered the enhanced data reporting capabilities and detailed organization of processes it required for providing its clients with exceptional customer service. And because security is the utmost priority for the company, the role-based security across the Microsoft Dynamics CRM solution ensures that confidential customer information receives the highest protection.

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Download: Full Case Study [PDF]
Download: TEC Buyers Guide AFEX Case Study [PDF]

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