THE BOTTOM LINE
Quark Software Inc. deployed Microsoft Dynamics Customer Relationship Management (CRM) to deliver a unified, multi-channel, and knowledge-based platform to meet the growth of the company and deliver self-service capabilities for agents and clients. Nucleus found that Quark’s strategy enabled it to retire a legacy system, eliminate staff needed to support the legacy system, reduce telephony costs, and avoid the need for eight additional full-time hires to manage customer interactions. Additional benefits include increased staff productivity and improved reporting.
Payback: 11 months
Average annual benefit: $182,946