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

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 Microsoft Dynamics CRM in 2003 and began the implementation process. Within six months the company saw results.


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About Katie Morell
As a writer for more than 10 years, Katie Morell has written on topics ranging from travel and technology to crime and politics. She has worked as an editor for a business travel publication out of San Francisco and has also contributed to Bay Area Business Woman, Naperville Sun, Aurora Beacon News, Livingston County Press & Argus, and Michigan Citizen.

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