User Engagement Program Designed & Run by xRM

clientsequinix04With over 140 data centres worldwide and and over 12 million square feet of capacity, Equinix are a leading provider of premium colocation data centres across the globe. Managing customer data and ensuring up unparalleled levels of service are their top priority. As a result, Equinix services some of the worlds biggest companies.

Equinix clients expect a high standard of service to extend into the way their account is managed. For this reason Microsoft Dynamics CRM was chosen as the enterprise solution for managing their customer data. The challenge faced by Equinix was ensuring that not only would the system meet their needs but that internal users would buy into the system. In spite of designing and developing an efficient CRM implementation, user engagement was slow.

Joel was invited to meet with Telecity to discuss how to improve the situation. After outlining a program of custom made training sessions along with branded, process based training video’s, Joel was engaged to work with the team immediatGroup of multi-ethnic business partners discussing ideasely.

The program focused, not on functional training; helping users know what buttons to press. Rather, the focus was on how each

and every user could carry out their role with increased efficiency in the system. Every session focused on underlining how engaging with the system would benefit them, make their role easier and at the same time drive the business forward.

Multiple training channels were utilised including custom role based training video’s, guided training manuals and classroom sessions.

Equinix were so impressed that they utilised the training materials for future user induction sessions and as the basis for the training programs for future versions of the CRM solution

As project manager for a Microsoft CRM redesign and implementation project I worked with Joel to develop a multi site user training course. Joel efforts were invaluable in ensuring a successful roll out. The project was working on very tight timelines and budget, Joel’s extensive knowledge and experience with training Microsoft CRM combined with his drive and commitment was instrumental in developing and delivering the training package to the client. It would be a pleasure to work with Joel in the future.

Craig Bassett

Project Manager, Equinix | Telecity Group