Case Study: How Microsoft Dynamics CRM Turned Around a Medical Services Company

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An ROI of 97 percent and a payback of 2.18 years speak volumes to any business implementation.

For PAML, this was the reality after employing Microsoft Dynamics CRM. For years, the Spokane, Wash.-based medical service laboratory logged customer interactions on paper records, causing regular inconsistencies and large-scale client headaches.

"We didn't have an enterprise-wide view with what was going on with our customers," said Rosalee Allan, FACHE, senior vice president and COO of PAML, during the CRM User Group Summit on Thursday. "We lost a million dollar client and couldn't see [the root of the problem]. That was our signal that we needed to do something different."

PAML found Micr...

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