Sure Step Adoption Program boosts profitability and increases customer satisfaction by 20 percent

Travi@ta increases customer satisfaction by 20% and boosts profitability with Sure Step. This Microsoft partner with a Gold Customer Relationship Management competency adopted the Microsoft Dynamics Sure Step methodology for delivering Microsoft Dynamics CRM implementations and communicating with customers, collaborating with Plataan, a Microsoft Gold Certified Partner and Microsoft Certified Partner for Learning Solutions. With more than a year’s experience in practicing the Sure Step methodology, Travi@ta achieves outstanding customer satisfaction and generates revenue at better margins. With clear communications, careful expectation setting, and thorough documentation of agreements and project details, Travi@ta fully aligns sales and project delivery. In consequence, the number of satisfied customers has increased by almost 20 percent. Today, regular online and telephone surveys by independent research providers show that 95 percent of the company’s customers are delighted with Travi@ta and the relationship they have with the employees they interact with.

 CEO Claude Verschueren says, “The Sure Step methodology helps us ensure that our project delivery perfectly matches customer expectations. In addition, customers better understand what needs to happen at what point in software implementation projects and who is responsible for it. Following our adoption of the Sure Step methodology, all of our customers are satisfied and we can easily resolve the minor issues that still come up.”

 Travi@ta has also gained a better return on its efforts to develop and win new business. Firmly established goals and a shared understanding of software implementation parameters translate into better revenue margins. “We hardly ever provide free consulting anymore, and, in the few cases where we do, the customers do business with us instead of a competitor,” explains Verschueren.

The company continues to refine its adoption of Sure Step to refine software implementation processes and team collaboration. Recently, Travi@ta increased its Sure Step commitment to include the resources for upgrades to Microsoft Dynamics CRM 2011. “Sure Step is a transformational opportunity that enables our entire team to develop more productive ways of working together and with our customers,” says Verschueren. “It also accelerates the adoption of Microsoft Dynamics CRM in customer businesses and helps customers realize a higher return on their technology investment.”

 

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