Expense Reduction Analysts

Achieve rapid user adoption in a complex global CRM implementation

With more than 700 consultants operating in over 35 countries, award-winning Expense Reduction Analysts (ERA) boasts international expertise while simultaneously offering a local presence to clients.
decrease in support tickets
0 %
customers onboarded in 10 countries
0 new

Industry

Business Consulting and Services

Headquarter

West Maling, Kent, UK

Year founded

1992

Company size

1000 employees

Integrations

D365 CE / CRM

Supporting a new CRM system 

“Microsoft Dynamics can take quite a bit of development,” says Klaus Jeschke, Global Chief Operating Officer at ERA. Over the course of nine months, his team has worked closely with QGate professionals on new development and data migration from their previous CRM provider. The effort has translated into an improved solution with noticeable differences. But that new and improved CRM only delivers value if it is properly utilized. The team knew that delivering training across industries and geographies could be challenging – and it could be expensive.

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Many of our franchises may not have all the skills they need for working with Dynamics. They need the extra assistance and a way to be shown how to perform these new tasks.

David de la Nougerede, Global Head of IT at Expense Reduction Analysts

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Through in-depth industry knowledge and insight across a variety of expense categories, ERA adds value to organizations by advising on industry-specific best practices, reducing costs, and ultimately delivering tailored solutions to benefit business health and growth.

Keeping track of customers in so many sectors and countries means a very complicated customer engagement strategy, and ERA has adopted Microsoft Dynamics 365 to meet its CRM needs. Working with the UK-based CRM implementation specialists at QGate, the firm’s management understood the challenges of deploying a new CRM internationally. To ensure user adoption in its franchises around the world, the team implemented a multilingual, scalable CRM onboarding training and custom help portal, using the ClickLearn e-learning authoring platform.

A Very Good Tool For Training

ClickLearn generates videos and documentation to guide users across different media formats and even offers pre-loaded translation capabilities for dozens of languages to rapidly adapt instructions. ERA has franchisees in more than 35 countries around the world, from the west coast of North America to the east coast of New Zealand, and is now able to conduct training easily across languages and time zones.

RESULTS

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The ClickLearn application provides a huge advantage to our training and communication efforts, allowing this training resource to be available 24/7 across the globe.

David de la Nougerede, Global Head of IT at Expense Reduction Analysts

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When it came time to adopt the ClickLearn online training solution, de la Nougerede was impressed by the functionality, ease of use, and speed.

ERA can now conduct training and even more importantly offer 24/7 guided assistance easily across languages and time zones. ClickLearn generates videos and documentation in different media formats and even offers pre-loaded translation capabilities for dozens of languages to rapidly adapt instructions.

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It was a really good implementation, it allows our users to go through very different scenarios for working with our customized Dynamics, which is very important in a training environment.

David de la Nougerede, Global Head of IT at Expense Reduction Analysts

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