Question

1) Name three different information systems mentioned in the case study.

2) What are the challenges faced by Hitachi Solutions by utilizing Microsoft Dynamics CRM.

3) What was the solution adopted by Hitachi Solution to address the shortages of using the legacy (old) system? and describe its impact on the business.

4) What kind of improvements Hitachi Solution achieved by adopting the new solution.

5) If you are about to recommend Microsoft Dynamics and ClickDimensions to a UAE company, what it would be? In which industry and why? Justify your answer.

Answer 1

Answer 1.

Information System: The information system refers to the system that is a combination of hardware, software, and telephone system and built to collect store, analyze and provide useful information within the organization. An information system is useful in converting raw data into useful information for better decision making and improving organizational productivity.

There are three different Information system mentioned in the case study that is as per below,

a. Microsoft Dynamics AX

b. Microsoft Dynamics CRM

c. ClickDimensions

Answer 2.

The real challenge was due to the use of different information system tools for the sales and marketing team, so the issue was not synchronizing of data and leads entered in one system with another system. Hitachi's sales team was utilizing Microsoft Dynamics CRM tool to manage their accounts and take required action for the sales department. But the marketing team was using a different external marketing automation system. It was taking a long time to respond and take appropriate action on lead generated by the marketing team as it was taking a long time to record and get into the sales department. This impacted negatively to get the deal from the clients as the sales team was taking a long time to contact the prospective clients. The data was stored in different systems. Due to this, it was taking a long time to analyze data and limited Hitachi solutions in decision-making processes.

So as per the case study, the challenge was not because of utilizing Microsoft Dynamics CRM, but to use different systems for related departments.

Answer 3.

Hitachi Solutions was facing challenges in collecting the required information and data from two different information systems. Which they are facing issues dealing quickly with the clients and close important deals. The company was looking for better solutions to unite the system for the marketing and sales team and remove redundancy in the system.

They adopted ClickDimensions as their marketing automation system that can have seamless integration with Microsoft Dynamics CRM. ClickDimensions was a tool that was built into Microsoft Dynamics CRM tools and built on Microsoft Windows Azure Platform. It was a perfect system that integrates sales and marketing systems and arranges for perfect synchronizing between sales and marketing systems. Now the system allows using data seamlessly from the sales and marketing department. Clickdimensions data was stored in the Microsoft Dynamics tool. Now the Hitachi company was able to use different reports such as accounts, sales data, advanced data, and workflow processes.

All CRM data was available in a single platform, and the company was able to use sales and marketing data perfectly and the sales team is able to perform better with the new Marketing Automation System.

Answer 4.

Implementing the ClickDimensions as their marketing automation tool that is working with Microsoft Dynamics CRM tool perfectly, made a huge success for Hitachi Solutions. It helped Hitachi Solutions in following up on a lead generated by ClickDimensions by 100% faster than the older system. Both sales and marketing teams were able to access critical information, create useful reports and could have better decisions for organizational success. This eliminated redundancies from the system and the system had no lag time between the client submitting his requirement in the system and the sales team following the client up quickly.