Viverae

Viverae was using three different systems to capture their client data with SharePoint, individual documents, and the organization’s own production portal. With a growing client base, Viverae decided they needed a new solution that would act as a single source of truth so that all client data and client history would be centralized into one system. Viverae also had a complex case management structure, as they deal with both broker channels and their own contacts. After considering their options, Viverae chose HCLTech as the partner to help them implement a Microsoft Dynamics CRM solution.

“We really needed to be able to understand our leads and where they were coming from. HCLTech brought the ability to look at data sets and model all of the relationships in order to figure out how to configure our system and they really took our processes into consideration,” says Doug Furney, Director of CRM at Viverae.

HCLTech partnered with Viverae to implement Microsoft Dynamics CRM and launched it for an initial 100 users on Viverae’s client services team, which is responsible for day-to-day management of clients. Once the client services group was successfully implemented, Viverae migrated the sales team from Salesforce.com to Microsoft Dynamics CRM. After integrating Dynamics CRM for their marketing, Viverae has now launched Dynamics CRM to over 160 users. To enhance and extend the functionality of their Dynamics CRM system, Viverae uses HCLTech’s suite of PowerPack add-ons. The add-ons Viverae uses include PowerSurvey, PowerMailChimp, PowerOneView, PowerWebForm, and PowerCalendar. The PowerPack add-ons help Viverae manage their sales, customer service, daily system administration, and marketing.

With Microsoft Dynamics CRM, Viverae now has a single source of truth for all of their client data. “With Dynamics CRM, it’s easier for us to manage onboarding new clients, new implementations, and account maintenance.” says Furney.

Managing and editing data is streamlined for Viverae with the PowerGrid addon. Now the team is able to search for, edit, and update records within a view in Dynamics CRM. “Our power users and admins use PowerGrid when there is a cleanup activity or if we need to update large amounts of data and don’t want to use an import or export process,” says Furney.

Viverae is able to efficiently view team calendars and stay on schedule with the PowerCalendar add-on. “PowerCalendar is a good tool for our sales management. Our VP of Sales now has an easy way to see all the activities we have by team. We have eight different territories and each one has a different team, and this makes it easy to select activities and see what’s happening,” says Furney. Viverae is also able to schedule appointments and view upcoming events. “We do a lot of webinars and PowerCalendar allows us to see how full the calendar is before we schedule one,” Furney adds.

With the PowerSurvey add-on, Viverae is able to conduct both transactional and end of year customer surveys, and connect the responses they receive back to their contacts in CRM. The organization is able to look at survey analytics and react on results in real time. “PowerSurvey makes sending surveys extremely easy and we can do it from a workflow, survey activity, or MailChimp activity,” says Furney. Viverae also uses surveys to give their clients the ability to opt in to four different marketing lists and to select their preferred methods of communication. “PowerSurvey has made it easy for us to send invitations to clients to sign up for events or for promotions such as attending a webinar or receiving a book,” says Furney. “PowerSurvey has also been useful for maintaining our client data quality by allowing us to send surveys to update addresses.”

Dynamics CRM has also been an effective marketing solution for the Viverae team and they are able to manage marketing campaigns, send emails, view analytics, and track costs all within CRM. Viverae uses the PowerMailChimp add-on to handle their marketing communications. The add-on allows Viverae to synchronize the marketing lists they build in CRM to their MailChimp account, so sending bulk emails much easier. PowerMailChimp tracks all opens and clicks and connects them to accounts, contacts, and leads in CRM, allowing Viverae to take action on any inbound responses to generate leads.

The PowerWebForm add-on allows Viverae to create web forms for their website that automatically write the information captured into CRM. “We are creating a new website that is persona based and PowerWebForm will help us tie the information we capture back to individual pages. It’s great for lead generation,” adds Furney.

With HCLTech as a partner to implement a Microsoft Dynamics CRM solution and with the help of HCLTech’s PowerPack add-ons, Viverae now has a solution that meets the needs of their organization. Dynamics CRM has helped Viverae manage their customer’s sales and contact data accurately and efficiently, saving their team time and eliminating errors. The Viverae sales team can track activities across territories and view schedules to ensure they are coordinating their efforts. Marketing communications can be sent and tracked through CRM, and capturing and tracking customer feedback is made easy with the help of PowerPack add-ons.

“It’s been great working with HCLTech – we have a solid partnership. The support we have received from the HCLTech PowerPack team is awesome. We rely heavily on our PowerPack add-ons and the enhancements are great. The future is bright for HCLTech and Viverae!” says Furney.