Saddled with a home-grown business-management tool originally designed for its retail business, the Best Buy for Business sought a solution that would support its extensive outside sales force and would provide a commercial CRM solution it could sell to business customers. Best Buy for Business found both in Microsoft Dynamics CRM.
Microsoft Dynamics Customer Solution Case Study
Best Buy Supports New Line of Business and World-Class Sales Force Overview "Microsoft CRM is a unique, viable solution for our Country or Region: United States customers. It is easy to use and it integrates with the Industry: Retail business tools that our customers use every day." Customer Profile Tom Healy, Executive Vice President, Best Buy for Business Best Buy is North America?s leading specialty retailer of consumer electronics, personal computers, entertainment software, and appliances. The company Best Buy for Business, an expanding unit of Best Buy Company, has has more than 100,000 employees. more than 1,000 consultants who sell, implement, and support Business Situation solutions for small-business customers. Saddled with a home-Best Buy for Business-a business unit of Best Buy-needed to better support its grown business-management tool originally designed for its retail outside sales force and also wanted to business, the growing business unit sought a solution that would provide its customers with a solution that would improve their business insight. support its extensive outside sales force and would provide a commercial CRM solution it could sell to business customers. Best Solution TThe company implemented Microsoft Buy for Business found both in Microsoft Dynamics CRM. It rolled DynamicsT CRM and rolled it out to 150 out Microsoft CRM to more than 150 consultants in the field and business consultants. With plans to expand this rollout, the company will also add the has plans to extend this to its entire team of consultants. Today, offering to its own service portfolio. the company has a robust solution that supports its complex sales Benefits cycle and integrates easily with the business tools employees use ? Expands solutions and services portfolio every day. In addition, the company has a solution that it will soon ? Supports a complex sales cycle ? Provides a foundation for growth add to its own IT services and solutions offerings.
"Microsoft CRM provides Situation solutions for the customer. Geek Squad For anyone in need of electronics, personal "agents"-who make up the always-available tremendous insight into computers, entertainment software, or computer-support task force-help customers the most effective way appliances, Best Buy is a one-stop shop. With install and deploy the technology and provide annual revenues of more than U.S.$30 billion ongoing support for day-to-day IT challenges. to manage our outside and 100,000-plus employees, Best Buy is the sales force and largest consumer electronics retailer in North Enhancing Customer Sales and Insight America. As Best Buy for Business entered a new complete visibility into business realm, it realized that it didn?t have what our consultants Best Buy for Business the technology to support a world-class Since 2003, Best Buy has focused on outside sales force. The company had an are doing." growing its business beyond the traditional internally built customer management system Jay Devers, Director of Technology Solutions, retail market by catering to the needs of but the solution was tailored to support retail Best Buy for Business small businesses. Driving this effort is Best employees. Instead, Best Buy for Business Buy for Business, a strategic business unit of wanted a new solution that would enable Best Buy that implements and supports sales force automation and foster strong affordable and reliable end-to-end customer relationships. In addition, the information technology and company wanted a solution that it could add telecommunications solutions to small to its own portfolio of services and solutions businesses (defined as fewer than a hundred offerings. This would enable Best Buy for employees). Best Buy for Business is a key Business to empower its own customers to contributor to driving additional growth in an improve how they manage customer already well-established company. relationships. "Growing a company from a $30 billion Tom Healy, Executive Vice President for Best business to a $60 billion business requires a Buy for Business explains, "For the past three comprehensive strategy that involves more years, Best Buy has focused on our than just physical growth and adding more "Customer Centricity? initia... [download for more]
