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Find out how a System Health Check is one of the ways we help our clients

We spoke to Ann Munro, CRM Data Manager at AQA to get an insight into a customer relationship with Hitachi Solutions.

Tell me how AQA and Hitachi Solutions work together.

AQA is an independent education charity and the largest provider of academic qualifications taught in schools and colleges. We set and mark the papers for around half of all GCSEs and A-levels taken every year, so we need a CRM system that can support us in achieving our high standards of delivery. Hitachi Solutions has been providing our CRM system for a number of years now, so we have a well-established relationship.

What projects have you been working on with Hitachi Solutions recently?

There’s been a steady stream of engagement. Back in October we had our annual System Health Check which gave us a wealth of helpful insights and recommendations, all of which we’ve implemented in the latest Service Delivery Plan Hitachi Solutions have put together for us.

We’ve also been working on an email script solution to help users choose an email address when a contact has multiple addresses. This has thrown up some issues, but we’re nearing completion now. In addition, we’ve been investigating server side sync issues.

Hitachi Solutions ran a two-day CRM training workshop for us, to make sure our in-house skills are as sharp as they can be. And we’ve been working together to scope out how Microsoft Azure, Power BI and CRM Data Export could benefit us.

What recent project stands out for you the most?

We found the System Health Check a particularly important feedback document and, as our system grows, we’ll make sure we have one completed every year.

How would you describe working with Hitachi Solutions and its consultants?

Well, across the board, everybody at Hitachi Solutions is very amiable and easy to work with. And every consultant I’ve worked with has really taken the time to understand our problems and issues fully. They’re very helpful and knowledgeable, they’re good at interpreting our needs and providing timely and suitable solutions.

On a day-to-day basis, I really like the fact that the same consultants are assigned to us as much as possible. It makes building a strong working relationship much easier and is a more enjoyable way to work. We have a call-off contract with Hitachi Solutions, and it’s good to know we can request support whenever we feel it would be valuable.

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