Moody International, a leading provider of technical inspection, staffing and training services, has engaged Charteris to help it transform the way it works with its global customers. Charteris will work with the organisation to develop new customer-centric processes and implement a customer relationship management (CRM) application based on Microsoft Dynamics.

At present, Moody International responds to tenders and delivers services for its global customers locally, from over eighty offices in sixty countries. As a result, there are various communication channels with global clients and inadequate visibility at group level of customer engagements and the status of tenders.

To address this issue, the organisation has appointed a new team of global account managers to help manage relationships with its large, global customers. Charteris will help Moody International to analyse its current sales and customer engagement processes and work with the business to devise new ones. It will also implement Microsoft Dynamics CRM, tailor the solution to the new business processes and roll it out to over 100 global users.

Moody International selected Charteris following a competitive tender process, because the firm offers both expert Microsoft skills and a deep understanding of customer-centric business processes. Mark Peacock, CIO of Moody International says: “We knew that the project wasn’t just going to be about implementing Microsoft Dynamics CRM and using it; it was also about mapping out and formalising processes to support our new business model. We were therefore looking for consultants who could provide not just technical knowledge, but also an understanding of customer needs and business processes.”

The organisation anticipates that its new centralised sales approach and the use of a CRM solution will enable it to:

• Deliver improved customer service, particularly for large, global customers
• Increase its profitability, by exposing more opportunities to cross sell services to global clients
• Give senior executives clearer visibility of global operations