Tim ThorpeManager, Information Solutions Group

Solution: Microsoft Dynamics CRM v4.0On Premise Deployment

About YRC LogisticsAbout YRC Logistics

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Formed in 2002 to help businesses manage their

logistics more efficiently. Subsidiary of YRC Worldwide.

YRCW 2007 Revenue - $9.6 billion 60,000 employees and 1000

locations worldwide 27,000 trucks and 90,000 trailers #1 in its industry in Fortune

Magazine’s “America’s Most Admired Companies” list for sixth consecutive year

YRC Logistics Business StructureYRC Logistics Business Structure

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Global Logistics Solutions Transportation Services

YRC Logistics Service PortfolioYRC Logistics Service Portfolio

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Key CRM Pain PointsTechnology Drivers

Multiple Systems (legacy oriented)Leverage MS Dynamics GP ERPLeverage MS Exchange Enterprise EmailConfiguration vs. Development

Business DriversSignificant Business GrowthGlobal StaffSingle Customer-Multiple Solutions (one truth)Ease of Customization/ConfigurationElimination of Paper-based FormsConsistent Processes GloballyEnhance User Adoption

Microsoft Platform IntegrationHow does the solution leverage the

Microsoft “stack” of technologies?CRM integration with Outlook speeds user adoption of CRM functionality.CRM integration with Microsoft Exchange provides ability to eliminate paper flows and track disparate customer communications.Phase 2 implementation will use Scribe Software Adapter to integrate CRM with existing GP ERP.

Partnering Approach

How did the customer build a solid partner/MSFT relationship to deploy and support the solution?YRC Logistics has an active partnership with MS Gold Certified Partner – ASIASI and YRC Logistics have worked together on GP solutions for 10+ years and it was a natural fit since ASI also supported Dynamics CRM

Solution Value

Consistent Global ProcessesIntegrated Email, ERP, CRMSpeed of ImplementationElimination of Legacy Systems/ProcessesEnhance Client Data AccuracyOrganic Growth Through Cross Sell Opportunities

Results and Revelations

Start Small/Finite Initial RolloutReengineer Processes FirstEvangelize CRM Across OrganizationA Solid MS Partner will Speed/Smooth ImplementationWhere Appropriate Use 3rd Party Tools (Scribe Insight/Adapters)