October 2021
Sales Operation Specialist
Salt Lake City, UT
Jonathan B
Jonathan Blackham is the Valin Sales Operations Specialist whose primary role is to assist the Sales, Marketing, and Customer Service organization with planning, coordinating, and implementing business process workflows in the new Microsoft Dynamics Customer Relationship Management System, commonly known as CRM. CRM historically has received negative representation based on the varying user experience. Cost overruns, unclear vision or use case scenarios, and adopting employee participation are some of the challenges that organizations face when attempting to manage change through the introduction of new tools and processes. Jonathan's addition to Valin provided a fresh and objective look at the corporation from the outside looking in as it relates to all things CRM, both past, current, and future state.
As such, much of Jonathan's first six months at Valin was diagnosing and essentially implementing long-needed CRM improvements for the user experience. These included the following:
- Reduced Redundant Automated Workflows from 1,100 to 660
- Reduced suspended, completed, and failed CRM jobs from 700,000 to 100
- Workflows encountering constant errors were reduced from 50 to 4
- Administrative database purged nightly (except system errors)
- Migrated majority of workflows from instant execution to background execution
- Reduced custom JavaScript overhead by 60%
- Created 18 secondary workflows/flows to supplement P21 integration with CRM
- CRM licensing optimization cut license costs by at least 30% before a reduction in licensed users
- Suppressed duplicate case creation for customer service (3 or 4 duplicates of each case)
- General Customer Service queue now accepts Cases from all recipients instead of just known customers
- Upgraded ClickDimensions (Marketing) solution to latest version and improved system integrations
Jonathan's attitude and demeanor managing multiple projects while acting as the go-to CRM Liaison for Valin is second to none. He always makes time available for resources as needed. In addition, Jonathan's external experience having managed Dynamics integrations in the past has introduced Valin to new tools, new partners, and additional resources needed to help realize the vision behind the Digital/CRM roadmap. This includes CRM assisting with Workload Management, Coverage, Sale Force Deployment, and 360 integration with other Valin software solutions/platforms.
October 2021