From Sales to Support: Unified Customer and Project Management across departments

About Delegate

Delegate A/S is a Danish company specializing in Microsoft technologies. They deliver tailored solutions for enterprise and medium-sized companies.

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The challenge

Delegate as a company was growing. More projects required more people and more team leads. This complicated the process of planning and resource management – and made it more time-consuming to figure out who was working where.

“It used to be we could sit around a table and plan things, but we’ve grown as a company, bringing change and necessary improvements in our governance processes. We have more structures in place to ensure that we are executing and moving in the right direction.”
^{Simon Vilandt Agerbæk, Principal Consultant, Delegate}

Delegate managed most of their data in Excel sheets, which sometimes caused issues. It was difficult to keep track of changes, and reports would frequently break because of errors in manual data entry. This happened on a monthly basis, and it could take hours to track down errors.

It became necessary to look for a solution that could provide the right overview and with a high data fidelity to create great reports, forecasts, and prognoses; in short, to improve their decision-making and become more data-driven.

“Power PPM is a tool you can grow with.”
^{Simon Vilandt Agerbæk, Principal Consultant, Delegate}

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The solution

Delegate first invested in Team Planner, but the real magic happened when they combined it with Power PPM. With this combination, Delegate can allocate in Team Planner directly on the projects that are in Power PPM, saving time and eliminating errors.

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Delegate also has in-house Microsoft Power Apps capabilities, so they were able to create modifications on their own, tying it into their existing CRM solution.

The potential customers that sales are working on become the same information known by the project teams. No information gets lost when the responsibility for the customer changes hands from sales to project team. This goes on all the way to the Delegate maintenance department.

“Power PPM supports our processes.”
^{Simon Vilandt Agerbæk, Principal Consultant, Delegate}

With Power PPM, Delegate can consolidate their overview of customers and provide reports to sales and team leads using the same data but only presenting the information that matters to the target group.

“We’re a professional service business, which means that the customer is at the center of our operations. Power PPM allows us to keep track of their needs and structure projects based on the individual client.”
^{Simon Vilandt Agerbæk, Principal Consultant, Delegate}

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The future

Delegate is on a continuous journey to optimize and create strong governance processes.

As a professional service house, it’s important to know how many hours are spent for the monthly billing. Delegate used to have their own time-tracking system, but are now investing in Time for Teams as well. Using the same product suite gives a lot of benefits and saves time because they no longer have to maintain and develop their own solution.

“There’s been a pull. Team Planner and Power PPM fulfill a need for our team leads and project managers. And for C-level who can use the information to make better decisions and identify issues with processes.”
^{Simon Vilandt Agerbæk, Principal Consultant, Delegate}

Delegate are also looking to use the OKR feature of Power PPM, to streamline the organization and track the exectution of their strategy.

Finally, the reporting possibilities with Power PPM are strong and can be made even stronger with Present It, creating custom standard reports for their sales department on current customers and a weekly project status.

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