Redfoot, the right medicine for Baxa
The pharmacy and nursing technology specialist revolutionises its Microsoft Dynamics CRM capability through close customisation
"Since Redfoot's development work, the users are much more upbeat about Microsoft Dynamics CRM. There is a zest about the product, and that is reflected in higher productivity and greater motivation." - John Exton, IT Support Engineer, Baxa Ltd.
Background
Baxa develops technology for pharmacy and nursing environments. Their products, systems and professional services focus on safer, faster solutions for preparing, handling, packaging and administering medicines. With worldwide headquarters in Englewood, Colorado, Baxa's EMEA headquarters are located in a 10,000ft2 facility in Bracknell, UK.
Challenge
John Exton, IT Support Engineer for Baxa in Bracknell, is responsible for the company's CRM capability. John tells the story of their relationship with Redfoot Solutions: "Our original Microsoft Dynamics CRM system had been installed and maintained by a previous IT contractor, and was not really customised to our needs. Staff were reluctant to use it because it simply did not do what they wanted it to.
"When we changed IT contractors, we recognised that their expertise lay elsewhere - in areas such as SQL rather than Microsoft Dynamics CRM. Therefore, we needed to look around for a new Microsoft Dynamics CRM specialist, one who would take the system forward and develop it to meet Baxa staff's expectations.
Solution
"Redfoot were recommended to us, and we saw from the start that they were true CRM experts. Working with our existing Microsoft Dynamics CRM version 3, Redfoot have significantly developed our CRM capability in a number of crucial ways.
"Our complaints module was just an 'out of the box' installation, and Redfoot have customised it to our specific needs. They also developed our CAPA (Corrective Action Preventive Action) module. And they migrated our NCR (Non-Conformance Report) system from being paper-based to electronic format."
Business benefits at a glance
Redfoot's CRM expertise delivers for Baxa:
Þ Increased productivity through fully automated complaints, CAPA and NCR modules
Þ Faster, more flexible reporting through true customisation
Þ Better management information from individually tailored reports
Þ Enhanced staff motivation from a system that delivers what they need
Benefits
The benefits of having a Microsoft Dynamics CRM system tailored to the company's needs are manifold, but principal among them are faster and more efficient working, easier reporting, and more valuable and flexible management information.
In addition, Redfoot's intervention has had a marked impact on users' attitude to the system. John Exton explains: "Before Redfoot came on board, we were all frustrated with the Microsoft Dynamics CRM system here: the users simply could not do the things they wanted to do with it. Now, they are much more upbeat. There is a zest about the product, and that is reflected in higher productivity and greater motivation."
Future plans
Baxa is planning to upgrade its Microsoft Dynamics CRM hub - Microsoft CRM version 3 - to version 4 in the near future, something that they are confident will go smoothly with Redfoot's help.
John Exton concludes: "We feel that we have found real Microsoft Dynamics CRM partners in Redfoot, and we look forward to working with them long into the future."
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