Integra Global Solutions provides customized business process outsourcing (BPO) solutions. Headquartered in Pennsylvania, United States it has operation centres in Coimbatore, India. The company wanted to streamline its sales and marketing functions, to create a seamless pipeline that takes leads to closures. To do so, ATNA Technologies, a Microsoft Certified Partner implemented Microsoft Dynamics CRM 4.0 Professional Server. A simple implementation lasting only one week has resulted in better planning and pipeline management, contact management has resulted in a more efficient sales team. The company has seen an immediate acceptance of the new solution with its integration with Microsoft Office applications and a manifold increase in efficiency of business processes such as sharing relevant business information across its offices worldwide.

1. Microsoft Dynamics
Customer Solution Case Study
Business Process Outsourcing Company
Supports Global Business and Extends Reach
Overview “Our customers expect a high efficiency and accurate
Country or region: India
Industry: Information Technology /
information. Microsoft Dynamics™ CRM 4.0 has
®
Information Technology Services enables us to maintain higher efficiency and improve
Customer Profile
it in the future.”
Integra Global Solutions, a business Ganesh Ranganathan, Chairman, Integra Global Solutions
process outsourcing company that offers
bookkeeping, accounting, financial Integra Global Solutions provides customized business process
research, medical billing & transcription
services to its customers in United States, outsourcing (BPO) solutions. Headquartered in Pennsylvania, United
Canada, Europe and Australia. It employs States it has operation centres in Coimbatore, India. The company
180 people in 3 shifts to provide round the
clock services. wanted to streamline its sales and marketing functions, to create a
seamless pipeline that takes leads to closures. To do so, ATNA
Business Situation Technologies, a Microsoft Certified Partner implemented Microsoft
Integra India was using Microsoft Office. Dynamics CRM 4.0 Professional Server. A simple implementation
The company wanted to share customer
data across its offices and track lasting only one week has resulted in better planning and pipeline
opportunities to closure more accurately management, contact management has resulted in a more efficient
sales team. The company has seen an immediate acceptance of
Solution the new solution with its integration with Microsoft Office
ATNA Technologies, a Microsoft Certified
Partner deployed Microsoft Dynamics CRM applications and a manifold increase in efficiency of business
4.0 Professional Server. processes such as sharing relevant business information across its
offices worldwide.
Benefits
 Supports global business needs
 Simple to use
 Reduces costs
 Increases productivity

2. Situation services quickly and improve on the existing
Integra Global Solutions (Integra), a business services to meet routine business
process outsourcing company provides world requirements”, says Aravind Kumar, Director,
class, affordable business solutions. It’s Integra.
headquartered in Pennsylvania, United
States, has and a sales and marketing office Solution
at Berkshire, United Kingdom with operation Integra evaluated salesforce.com and
centers at Coimbatore, India. It offers an Microsoft® Dynamics™ CRM 4.0. “We were
increase in business service levels for impressed by the features and functionality
processes such as book keeping, accounting, of Microsoft Dynamics CRM. But the decision
medical transcriptions, financial analysis, was unanimous when we saw the ease with
data entry, software development, claims which the tool integrates with Microsoft Office
processing etc while reducing the cost by as Outlook and Excel,” explains Ram Prakash,
much as 50 percent for it customers. Director, Integra Global Solutions.
"Greater visibility means Apart from cost considerations, it has ATNA Technologies, a Microsoft Certified
there is better planning promulgated outsourcing of non-core services Partner, studied business processes and
to a great extent. “We believe that putting the operations at Integra and suggested an
and even better company’s core values into practice creates offsite onsite model for implementation of
execution. This will lasting benefits for all of the clients and Microsoft Dynamics CRM 4.0 to cut down
provide the clients with consistent value”, costs. Integra wanted the system to be
ensure that leads and says Rajesh Velayuthasamy, Director - United operational with in a short span of time. Thus,
prospects generated Kingdom Operations, Integra. ATNA Technologies completed a vanilla
implementation of CRM 4.0 within a span of
through marketing For its internal use Integra was using one week at its Coimbatore location. Sales
campaigns are taken to Microsoft Office 2003 to manage data while and marketing modules of Microsoft
Tally, a locally available financial solution was Dynamics CRM were implemented.
the logical conclusion used to manage all accounting and financial
and converted to requirements of the operations in India. ATNA Technologies suggested that Integra
use standard features and identify areas that
customers." There was no central repository to manage required customization which could be
Aravind Kumar, Director, Integra clients contact information, manage handled in subsequent phases. “This
opportunities and leads, and update allowed us to implement the solution and
information from its growing sales and then decide enhancements and
marketing organization. There was an urgent customizations based on employee
need for a solution that would centralize feedback,” elucidates Aravind Kumar,
information and create business processes Director.
that could be followed across the offices; as
well as provide real time information to its To ensure that sales & support staff in United
employees across the world. “New services Kingdom and United States are able to
and solutions are fundamental for Integra to access the Dynamics CRM solution, ATNA
improve services and customer satisfaction. Technologies implemented Microsoft
We needed a tool to enable us to offer new Dynamics CRM Internet Facing Deployment

3. Configuration tool. This creates an Internet
Facing Deployment (IFD) for Microsoft
Dynamics CRM 4.0.

4. Benefits Simple to Use
Microsoft Dynamics CRM helped Integra to Microsoft Dynamics CRM consolidates the all
replace the existing legacy system with an held in disparate systems, and centralises all
integrated business solution “Our customers the contact information and detailed profile
expect a high efficiency and accurate of each customer. This means it possible to
information. Microsoft® Dynamics™ CRM 4.0 acquire client requests and filter it on
has enables us to maintain higher efficiency typology, client, priority, and other
and improve it in the future,” comments parameters, irrespective of the channel used
Ganesh Ranganathan, Chairman, Integra by the customer.
Global Solutions
Integration with Microsoft Office Excel
Increases Productivity allows employees to import relevant
With Microsoft® Dynamics™ CRM allows information to Office Excel worksheets and
employees to manage contacts, e-mails, refresh it from live Microsoft Dynamics
appointments and tasks in a consolidated CRM data. “We can have real time
business application. This means that information in an Excel worksheet and
employees don’t have multiple data refresh this with the current Dynamics CRM
sources and processes to manage data with a click of a button, using dynamic
appointments with prospective customers. data connections,” notes Aravind Kumar.
Also, the management has immediate
access pipeline status and can forecast far Reduces Costs, Improves Top Line
more accurately. “The productivity increase “Microsoft Dynamics CRM has increased
is far more visible in an organization such employee productivity, streamlined
as ours with offices in three different time business processes,” explains Aravind
zones and the leadership split across the Kumar. “Higher efficiency in operations,
three locations,” explains Aravind Kumar, better insight into trends will enable us to
Director, Integra Global Solutions. take the right business decisions, and help
us reduce costs and accelerate growth.”
Supports Global Business Needs
Integra’s leadership team is able to
retrieve data from a well-structured
database with real time information. This
enables the sales and marketing
leadership to support each other to meet
the business goals of the organization.
“Greater visibility means there is better
planning and even better execution. This
will ensure that leads and prospects
generated through marketing campaigns
are taken to the logical conclusion and
converted to customers,” remarks Aravind
Kumar.

5. For More Information About ATNA Technologies Microsoft Dynamics
For more information about Microsoft ATNA Technologies, a group company of Microsoft Dynamics is a line of integrated,
products and services, call the Microsoft Teknoturf, a premium software training adaptable business management solutions
Sales Information Center at (800) organization. ATNA Technologies is a that enables you and your people to make
426-9400. In Canada, call the Microsoft Microsoft Certified Partner that brings the business decisions with greater confidence.
Canada Information Centre at (877) best practices in Microsoft Dynamics by Microsoft Dynamics works like familiar
568-2495. Customers who are deaf or effective consulting and superior Microsoft software such as Microsoft Office,
hard-of-hearing can reach Microsoft text understanding of customer needs. Its which means less of a learning curve for your
telephone (TTY/TDD) services at (800) solutions are tailored to meet the people, so they can get up and running
892-5234 in the United States or (905) requirements of its customers. A unique quickly and focus on what’s most important.
568-9641 in Canada. Outside the 50 combination of superior consulting and And because it is from Microsoft, it easily
United States and Canada, please contact delivery skills ensures value for money and works with the systems that your company
your local Microsoft subsidiary. To access faster ROI for its customers. already has implemented. By automating and
information using the World Wide Web, go streamlining financial, customer relationship,
to: www.microsoft.com and supply chain processes, Microsoft
Dynamics brings together people, processes,
For more information about ATNA and technologies, increasing the productivity
Technologies products and services, call and effectiveness of your business, and
(91) (80) 25254554, (91) (42) 22231010, helping you drive business success.
or visit the Web site at:
www.atnatechnologies.com For more information about Microsoft
Dynamics, go to:
For more information about Integra Global www.microsoft.com/dynamics
Solutions products and services, call
US - Toll Free (877) 423 3872,
UK - (0207) 993 8112 or visit the Web site
at: www.globalintegra.com
Software and Services Hardware
 Microsoft Dynamics  IBM xSeries 3500: 2 gigabytes (2GB) RAM,
− Microsoft Dynamics CRM 4.0 two 250 GB hard disk drives
 Microsoft Server Product Portfolio
− Windows Small Business Server 2003 Partner
 Microsoft Office System  ATNA Technologies
− Microsoft Office 2003
© 2003 Microsoft Corporation. All rights reserved. This case
study is for informational purposes only. MICROSOFT MAKES NO
WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Document published July 2008