New York Power Authority Case Study Overview
Country: USA
Industry: Utilities, Electric Power Distribution
Customer Profile
The New York Power Authority (NYPA) is the USA's largest state public power organization. It sells power to 700 industrial and businesses customers; 115 government entities and public systems; 188 non-profit health-care, educational, and cultural institutions; as well as investor-owned utilities.
Business Situation
The NYPA recognized a need to centralize disparate databases kept by various departments. It also needed to give its marketing department better tools for reaching out to its customers, and it needed to automate some important processes built up over the years but previously executed manually.
Solution
Microsoft Dynamics CRM replaced two legacy systems and a complex system of manual processes. A fit gap of about 2% between out-of-the-box CRM capabilities and NYPA core business requirements was bridged by CRM extensions provided by Microsoft Partner, xRM.
Benefits
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A single centralized, normalized, duplicate-free database with improved relationships
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The ability for the marketing department to easily create and manage campaigns and marketing lists
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Workflow automation and tracking of the approval process for power allocations and commitments to customers
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Tracking of related information such as contracts, programs, and tariffs related to customers
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Reduction of internal IT overhead costs by not maintaining multiple legacy systems