Interface with Dynamics CRM enables efficient personalization

LONDON, 11th June, 2010 - Aia Software (www.aia-itp.com), a leading author and developer of intelligent document composition software today announced that the Dutch foundation for telecom and Internet users (sTN) has chosen the ITP Document Platform to optimise communication with prospects and customers.

sTN promotes the interests of members of sector organisations, who benefit from the various telecommunications framework or discount contracts that sTN takes out with operators on the organisations’ behalf.  This involves personalised quotations and proposals for the extension of existing contracts, but also written confirmation of interaction with the telephone help desk. In order to optimise its written communication process, sTN was looking for a solution that could be linked to Microsoft Dynamics CRM and that can work with multiple labels and conditional texts. The ITP Document Platform, which is currently being implemented, will enable sTN staff to generate all correspondence directly from the CRM system, while all customer data is stored in one place.

sTN chose Microsoft Dynamics CRM at the beginning of this year and also needed an additional, linked correspondence solution. A centrally managed library of text blocks is currently being set up in ITP and the house style and communication rules of the various sector organisations are being recorded. Thanks to the interface with the CRM system, customer details and information about current telephone subscriptions can be incorporated directly in the correspondence. When composing correspondence, employees determine themselves which text blocks are relevant.

“Communication means personalisation, but personalisation does not have to be laborious,” according to Joost Storimans, ICT Manager at sTN. “This means that you need to provide staff with all the available resources for composing personalised correspondence as efficiently as possible. The interface between Microsoft Dynamics CRM and the ITP Document Platform has enabled us to make considerable progress. Not only can we can record text blocks and communication rules and styles in ITP, which saves a lot of time, but we can also personalise our correspondence. We can therefore communicate with the customer consistently and personally, while saving time and also money.”