Interview with Andrea Casas
“AlfaPeople have proven that they are a good Microsoft partner and we recognize their connection and proper interaction with Microsoft tools, especially Dynamics, and we also recognize their management skills when it comes to this platform, which is presently directly affecting MallPlaza’s business.”
Tell us a little bit more about the use of Microsoft Dynamics CRM in Mall Plaza.
We had to implement a robust, modern, world-class solution within MallPlaza’s existing areas and management departments. Its main attribute had to be the correct management of different internal business processes on the cloud. As a company, this would allow us to manage and drive our business and decision making in a better way, based on Dynamics CRM administration.
Why did you choose Microsoft Dynamics CRM?
Within the options seen and analyzed by the corresponding areas within MallPlaza, the decision was made to use this Microsoft platform because it allows the use of a series of built-in applications that work fantastically well when it comes to interacting on the cloud and granting access to the information center from different points and devices.
In conclusion, all of the Mall’s needs were covered by this online platform.
What were the objectives behind the implementation of Dynamics?
The main objective was to own an online tool that would allow us to organize existing requirements and incidents within all business areas, manage solutions in compliance with established SLA’s, and, at the same time, maintain a historical log of the management decisions carried out. All of this would lead to efficient response times, customer satisfaction, and, most important of all, access and centralization of information, making it available to all of the entities participating in management through this new platform.
Why did you choose AlfaPeople as your consulting partner for implementation?
We needed the market leader in implementation and provision of Microsoft solutions. We searched for a company that could meet our high standards and requirements, had experience within the industry and, most importantly, had success stories under their belt. That’s how we got to AlfaPeople and that’s why we made the decision to make them part of the project.
What are the benefits that Dynamics CRM brings to your division and Mall Plaza?
There are many benefits associated with Dynamics CRM: clear joint collaboration and immediate assistance and availability in case of any doubt, question or problem that may arise. Dynamics CRM is a clear illustration of a company that is solidly convinced about its convictions and work methodologies, something that all of us at the TIC department benefit from, and without a doubt, MallPlaza benefits as a whole, as well.
What are the solution’s functionalities in regards to your needs?
Present needs are clearly management–related, in others words, knowing what to do and how to offer concrete solutions to users who are presenting doubts or need something to be done, all done in a centralized manner, revealing response times, participating areas, and, moreover, achieving precise traceability of each move performed in a requirement or incident, not necessarily via email, but instead using something more robust and user-friendly as a platform, providing a high level of satisfaction in terms of the user experience.
What was the greatest challenge your team had to face when using CRM?
The greatest challenge we see every day is changing our day-to-day culture based on the management of requirements and incidents that can be performed on this platform. There are so many caveats that we have to continually adapt to change and discover the uses and management methods this tool has to offer. All of this is in pursuit of a common goal, which is to get the most out of this tool, allowing us to use it to run our business.
How has this implementation affected your company?
Clearly, it’s had a positive effect, as it enables better management of concerns that arise every day, and, most important of all, it allows us to analyze, understand and project business trends and their issues and discern better, more realistic solutions. None of this could have been done without Dynamics.
What are the improvements planned for your area?
There are planned improvements that directly involve the culture inside the Mall. Basically, we want to implement the other areas that exist within the Mall in the short to medium-term, allowing every user to perform, manage and visualize their own requirements and incidents through this tool on the cloud.
How has your experience been with Dynamics and AlfaPeople after the implementation?
The experience has been very gratifying and fulfilling. Response times have been efficient and we have managed to find a solution every time any incident or situation that requires analysis has come up. AlfaPeople have proven that they are a good Microsoft partner and we recognize their connection and proper interaction with Microsoft tools, especially Dynamics, and we also recognize their management skills when it comes to this platform, which is presently directly affecting MallPlaza’s business.