CRM Customer Profiles

CRM Profiles

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• National Hockey League Player's Association

  The National Hockey League Player's Association (NHLPA) recently changed their software system to Microsoft Dynamics CRM to respond to the evolving demands of their organization.  They needed a platform that was flexible and would evolve into the future.

  In addition to managing the basic details of the players and agents, the NHLPA uses their CRM system in a variety of ways.

  • Manage the details of the Collective Bargaining Agreement.  Keeping every detail of the CBA in a central location is key to ensuring accuracy and compliance.  The relevant details are also associated with each player and the contracts that they hold with their respective team.
  • Managing Player Contracts.  Keeping track of the contract details for each player is critical for the agents in managing the agreements for their clients.
  • Licensing Contracts.  Players have Licensing Contracts for the work they do off-ice.  These contracts details are kept and managed in the CRM System.
  • Fees and Taxes.  Monthly fees and taxes for the players are determined through a series of complex calculations.  These are completed in CRM and "sent" to the ERP system for processing.  Payments are recorded in the ERP system and sent back to CRM for status updates.
     
  • Online Portal Access.  Agents and players need access to their information anytime and anywhere.  Through a secure online portal, they have unlimited access to their information stored in CRM.
     
  • Agent Certifications.  Every agent of the NHLPA is required to have industry certifications.  The status of an agent is detemined by their certifications, and CRM manages renewal requirements and current agent status.
     
  • Travel Application.  Player travel details are kept in CRM for easy access by players and their agents.
     
  • Integration with ERP.  CRM fully integrates with their ERP / Accounting system.  This provides a complete view of the players details in one location, without having to move between applications.  CRM also handles the heavy lifting where complex calculations are required.

  The NHLPA has a robust system that is meeting the needs of their organization today.  It also has the flexibility to easily adapt when Agreements and Contracts change.

  The NHLPA's CRM solution was recently featured in the Microsoft Momentum magazine, view the article here.

• Ontario Hospital Association

  The Ontario Hospital Association (OHA) Educational Serices Department manages over 150 events and 23,000 registrations per year.  With this many events, and the staff needed to support them, keeping processes consistent and centralized requries a robust and flexible system. 

  With over 8,000 members in their association, managing the marketing and communciations aspect can be unmanageable without the right solution in place. 

  The OHA's Event Management System was developed on the CRM Platform.  This provided the flexibility to customize the application for thier business needs, integrate operational processes and other applications.

  Following are some specific examples of how the OHA is using CRM to improve event management services:

  • Event Planning System.  Capture and store the information relevant to each event such as logistics, sessions offered, speakers booked, budget allocated and registration details.
  • Consistent Event Presentation.  By creating a standard set of forms, consistent data is collected for each event, and no planning detail is overlooked.  This also provides a consistent view for managers to assess the overall progress and success of each event.
  • Automation for Planning Tasks.  The event planners set up planning tasks for their event and CRM keeps them on track with task notifications.
  • Automated Communication.  Workflows have been set up to automatically send email messages like registration confirmations with order information.
  • Online Registration Integration.  Event registration is handled through an online registration portal, and this is integrated with their CRM system.  The details in CRM are used to populate the portal and the registration information received through the portal goes directly into CRM.

  The Ontario Hospital Association now has an event management system that is improving operational efficiencies, increasing customer satisfaction and providing a platform for future developments.