Microsoft CSM case study video for C.H. Robinson

"It's clear that by having a customer success manager, we've been able to achieve more."

Chris O'Brien, Chief Commercial Officer, C.H. Robinson

C.H. Robinson is one of the world’s largest logistics platforms with nearly $20 billion in freight under management and 18 million shipments annually. Its goal is to digitize the world’s supply chain. The business partnered with Microsoft and engaged with the Customer Success Unit to accelerate return on investment for its Microsoft Dynamics 365 implementation.

“The Customer Success Manager role was really important in our choice of vendor” explains Chris O’Brien, Chief Operating Officer at C.H. Robinson. “Our CSM walked us through a process to get more business value out of our investment. We identified tens of millions of dollars in ROI and worked together to stay on track. That’s been critical in helping us get to where we are today.”

C.H. Robinson underwent a series of workshops to identify business value, success planning and change management strategies. “Microsoft unlocked the right resources to help us succeed,” says James Santy, VP of Sales Operations at C.H. Robinson. “We deployed 3,000 users at an 85% rate of adoption and hit a net positive ROI within eleven months. Now, we’re looking at what we can do next. Working together was really the critical piece.”

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