Microsoft Dynamics CRM

Customer Solution Case Study

Global Electronic Systems Company Uses

Microsoft Dynamics CRM to Manage Sales
and Customer Service Operations
Overview
Country or Region: Global
Customer Profile
OSI Systems, Inc. develops and
manufactures innovative electronic
systems and components for the security,
healthcare, and optoelectronics industries.
Business Situation
With the companys dedication to providing
systems that improve the global
community, OSI Systems sought a CRM
system that could further strengthen sales
and customer service efforts. A
consolidated, centralized repository of upto-date, accurate data was necessary for
supporting the companys rapid growth.

Microsoft Dynamics CRM is an essential tool for keeping

our processes, our inventory, and our people connected
throughout the entire sales and service cycles.
Mohinder Chopra, Senior Vice President and Chief Information Officer, OSI Systems, Inc.

OSI Systems, Inc. is a provider of specialized electronic systems

and components that meet the critical needs in the homeland
security, healthcare, defense, and aerospace industries. A public
company listed on the NASDAQ (Symbol: OSIS) with annual sales in
excess of $800 million, OSI Systems has three divisions: Rapiscan
Systems, Spacelabs Healthcare, and OSI Optoelectronics.

Solution
Microsoft Dynamics CRM connects OSI
Systems team members with crucial data
any time and any place, enabling them to
access and update data through mobile
devices while in the field. This in-depth and
comprehensive insight into necessary data
allows OSI Systems initiate well-informed,
effective courses of action.

Dedicated to developing customer solutions that serve to lead the

way to a safer and healthier world, OSI Systems follows a common
IT strategy for the companys three independently-operated
divisions. With the rapid business growth and global expansion that
the company was experiencing, OSI Systems required a customer
relationship management system that could better organize and
consolidate customer service information, as well as provide a
comprehensive view of sales data. The company also required a
system with a scalable architecture that could serve the companys

Benefits
Connection to the database through
mobile devices provides quicker service
response
Ability to record data live leads to more
accurate customer reports
Familiar interface enables easier
integration with IT applications

global business advancement in both the present and the future.

Microsoft Dynamics CRMs platform flexibility provided OSI
Systems team members a fully connected and integrated sales
and customer service tool, enabling team members to more quickly
and efficiently access, and act on, crucial data thus improving
customer service efforts and increasing customer satisfaction.

Situation

With Microsoft Dynamics

CRM, service engineers
are able to record live
what they are doing at
the moment. By capturing
information as it
happens, our team
creates more accurate
reports for customers,
which is essential for
maintaining service level
agreements
Mohinder Chopra
Senior Vice President and Chief Information
Officer
OSI Systems, Inc.

For over thirty-five years, OSI Systems, Inc.

has been committed to providing hightechnology solutions and comprehensive
research in the security, healthcare, and
optoelectronics industries. Composed of
three divisions Rapiscan Systems,
Spacelabs Healthcare, and OSI
Optoelectronics OSI Systems manufactures
and delivers critical products and equipment
that improve peoples lives across the world.
As an international company, OSI Systems is
dedicated to developing and creating
innovative solutions that positively impact
both individuals and the broader global
community.
With decades of leadership and experience in
each divisions markets, OSI Systems has
gained a reputation for service that is a
cornerstone to their longevity and positions of
trust and partnership. In order to continue
fostering and promoting this reputation, the
company sought a customer relationship
management solution that would equip the
sales and customer service teams in each
division with in-depth data on prospects and
customers. By having a single, integrated
view of sales and service data, team
members would be able to prioritize tasks
and focus on results that drive metrics
instead of managing different activities.
OSI Systems eventually brought the decision
down to two different customer relationship
management systems: Salesforce.com and
Microsoft Dynamics CRM. After performing an
extensive evaluation on the two solutions, the
management team decided in favor of
Microsoft Dynamics CRM.
There were a number of things that went
into the decision of Microsoft Dynamics
CRM, said Mohinder Chopra, senior vice
president and chief information officer of OSI
Systems. One was the total cost of the

system. When we did our analysis of the two

systems, we found that overall
Salesforce.com was the more expensive
solution.
The other thing was that Salesforce.com is
only a hosted solution, continued Chopra.
Microsoft Dynamics CRM gives you the
flexibility to have the solution hosted or inhouse. We decided to go with having the
solution first hosted in order to ensure a
faster implementation, and then as our users
increase, we can then have the option to
move the system in-house.

Solution
Currently, OSI Systems in the process of
rolling out Microsoft Dynamics CRM to their
global offices. Rapiscan Systems and
Spacelabs Healthcare are the first two
divisions to have Microsoft Dynamics CRM
deployed, with OSI Optoelectronics to follow
at a later stage. Rapiscan Systems has
Microsoft Dynamics CRM deployed in their US
and UK offices, and Spacelabs Healthcare
has Microsoft Dynamics CRM deployed in the
US, UK, Europe, Middle East, and Africa
regions. Each division is on a separate
Microsoft Dynamics CRM instance.
Microsoft Dynamics CRM dashboard
functionality enables sales and customer
service team members to gain in-depth
insight into necessary data, allowing them to
better strategize and initiate effective courses
of action. With dashboards, the team is able
to view and receive detailed sales information
at a glance, such as the sales funnel, the
leads that are closing, the rate of close, etc.,
which provides more comprehensive sales
management reporting, and more control
over what is in the funnel.
Customer service dashboards are also used,
giving a high level oversight into the
equipment repair and service tasks that will

The key idea behind

choosing Microsoft
Dynamics CRM was to
enable our workforce to
be able to get and use
the data they need in any
place, at any time, on any
device.
Shehul Parikh
Vice President of IT Applications
OSI Systems, Inc.

be undertaken or are already in progress.

Service managers can see in one place, and
in a visual format, which tasks the field
service technicians are working on; which
service contracts are coming up for renewal;
which warranties are expiring in the next six
months; etc.
Using Microsoft Dynamics CRM for
scheduling and performing security system
maintenance and repair on systems enables
service technicians to troubleshoot service
issues quickly and easily, leading to greater
customer satisfaction. Service managers use
Microsoft Dynamics CRM to automatically
assign to field service technicians based on
geography and their skills. The technicians
are able to receive case notifications and
accept cases on their Blackberry or Android
devices through the mobile client.
From their mobile devices, field service
technicians are able to continually update the
case with the appropriate repair status
codes, as well as create case activities to
track the work performed on a case (clocking
in/out). In the event that a technician forgets
to stop the clock, the service manager can
override the start and end times of the case
activity from Microsoft Dynamics CRM.
To capture all the important information
about the problem and the service
performed, field service technicians are able
to update case line records and changes
from their tablet and mobile devices. While
working on a case, if a technician determines
that parts need to be replaced on the security
equipment, the technician can create a Parts
Order Case right from his tablet or mobile
device, reducing the time that critical parts
get to the team.
When all work is complete, the field service
technician runs a customer service work
order report and saves it to PDF. From the

technicians tablet PC, the customer can sign

the PDF report.

Benefits
Microsoft Dynamics CRM provides OSI
Systems divisions with a comprehensive
sales and service management tool that
enables team members to transform data
into actionable results. With the accessibility
of crucial information, team members are
able to strengthen relationships with
customers by quickly and efficiently providing
the services that fulfill customer needs.
Microsoft Dynamics CRM Powered the 2012
Summer Olympics
OSI Systems was selected to provide the
screening systems for the 2012 Summer
Olympics in London, England. We used
Microsoft Dynamics CRM for identifying
where the screening machines were to be
installed- which location, which venue, said
Shehul Parikh, vice president of IT
applications at OSI Systems. And then any
time an issue came up, technicians could use
Microsoft Dynamics CRM to figure out where
they needed to go, and to create a service
call in the system.
Microsoft Dynamics CRM kept track of the
health of the scanners and was used for
logging any defects or failures for field repair
and customer service. Technicians used the
fully mobile Microsoft Dynamics CRM solution
developed with Ignify for scheduling and
performing security system maintenance and
repair. With a single click on their Blackberry
or Android device, agents at the Olympics site
were able to trigger a Microsoft Dynamics
CRM workflow to get immediate assistance if
their system was down.
Data Accessibilty at All Times
The ability for sales and service technicians
to instantly access and update data at any
time cultivates a fully informed and

The Ignify team was

very responsive when
we needed
customizations or
configurations in any
area in Microsoft
Dynamics CRM. They
made sure we got what
we needed in a timely
manner.
Shehul Parikh
Vice President of IT Applications
OSI Systems, Inc.

connected team. With Microsoft Dynamics

CRM, service engineers are able to record live
what they are doing at the moment, said
Chopra. Previously, service engineers had to
rely on memory after completing a service job
since they had to wait to connect to a system
to email their service updates. By the time
they would be able to connect to a system,
important things would be forgotten.
By having access to Microsoft Dynamics CRM
on any device, the workforce can use and
configure the information they need at any
time, any place. By capturing information as
it happens, our team creates more accurate
reports for customers, which is essential for
maintaining service level agreements.
Familiar IT Infrastructure
With OSI Systems being a Microsoft shop,
using the technological systems that the
company was already familiar with was
another highly favorable characteristic of
Microsoft Dynamics CRM. We use Microsoft
Dynamics NAV as the ERP system for
Rapiscan Systems, we use Microsoft
SharePoint, and we use Microsoft Office
extensively, said Chopra. We knew that our
teams knowledge and understanding of
Microsoft solutions would make the interface
between Microsoft Dynamics CRM and our
other IT applications a much easier
integration process.

For More Information

For more information about Microsoft
products and services, call the Microsoft
Sales Information Center at +1-800-4269400. In Canada, call the Microsoft Canada
Information Centre at +1-877- 568-2495.
Customers who are deaf or hard of hearing
can reach Microsoft text telephone (TTY/TDD)
services at +1-800-892-5234 in the United
States or +1 905-568-9641 in Canada.
Outside the 50 United States and Canada,
please contact your local Microsoft
2013 Ignify Inc. This case study is for informational purposes
only. IGNIFY MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN
THIS SUMMARY.
Document published March
February
2013
2013

subsidiary. To access information using the

World Wide Web, go to: www.microsoft.com.

Microsoft Dynamics
Microsoft Dynamics is a line of integrated,
adaptable business management solutions
that enables you and your people to make
business decisions with greater confidence.
Microsoft Dynamics works like familiar
Microsoft software, such as Microsoft Office,
which means less of a learning curve for your
people, so they can get up and running
quickly and focus on whats most important.
And because it is from Microsoft, it easily
works with the systems that your company
already has implemented. By automating and
streamlining financial, customer relationship,
and supply chain processes, Microsoft
Dynamics brings together people, processes,
and technologies, increasing the productivity
and effectiveness of your business, and
helping you drive business success. For more
information about Microsoft Dynamics, go to:
www.microsoft.com/dynamics.

OSI Systems, Inc.

For more information about OSI Systems,
Inc., call +1-310-978-0516 or visit the Web
site at: www.osi-systems.com.

Ignify
Ignify is a technology provider of ERP, CRM,
POS, and eCommerce software solutions to
businesses and public-sector organizations.
Ignify is a Microsoft Dynamics Inner Circle
Partner and was selected as the Microsoft
Partner of the Year in 2011. Ignify has been
ranked as the fastest growing business in
North America for 4 years in a row by Deloitte,
Inc Magazine and Entrepreneur Magazine.
For more information about Ignify products
and services, call +1-888- IGNIFY5 or e-mail
dynamics@ignify.com or visit the Web site at:
www.ignify.com.