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IT Genie Limited - Case Study

Microsoft CRM integrated with Sage Line 50

IT Genie Limited is a rapidly expanding technical support company with 14 staff based at two sites (in Crawley and Aylesbury) servicing SME’s across Sussex, Surrey, South London, and Buckinghamshire.

IT Genie have invested in Microsoft CRM and associated technologies and plan to become Microsoft Gold Partners to take advantage of the 25 CRM licenses that are made available with this program. IT Genie are also Sage resellers and use Sage Line 50 for all their invoicing and accounting activities.

Pat Hastings approached several companies for some help in improving the usability of CRM for customer support purposes. He selected redware after seeing a demonstration of the SYNC CRM Uploader for Sage Line 50 which allows invoices and sales orders to be created in Sage from CRM without re-entering any information.

IT Genie use CRM for all their sales and customer support activity. The helpdesk has been hampered by usability issues which make it difficult to schedule an appointment with an engineer whilst the customer is on the telephone. Redware designed and implemented a custom intranet web page, with all the required information collated together, so the helpdesk staff can now schedule an appointment easily and efficiently whilst talking to the customer over the telephone.

The SYNC CRM Uploader for Sage Line 50 was installed to ease the sales process by synchronising the CRM product database with Sage and to allow sales orders to be created automatically in Sage without re-typing.

IT Genie is moving on to the next stage of the project with information on billable activity collated from the service activity records to monitor support contracts and automatically bill jobs to customers as required. The business model for computer support contracts requires complex recurring monthly billing which is difficult for Sage to handle and IT Genie is considering buying into the billing technology already developed by redware for Sage Line 50 to further automate their business.

Please email sync@redware.com or call us on 0845 3010 444 with your CRM requirements and we can often integrate your accounting system with CRM within 24 hours. As well as consultancy and troubleshooting, we offer SMS text messaging, telephony, and credit checking facilities for CRM.

Dynamics 365 Connector

XERO     Sage 50    QuickBooks Online    Two-way Connection    Support