‘The new Dynamics 365 system has vastly improved our ability to drive sales efficiency and reduce administration effort’ – Company Director
This professional services company is a leading independent Australian systems integration firm focused on delivering Customer Experience consulting solutions. Having grown in size significantly, they identified a need to implement a new internal solution that would ensure that service level standards to customers were not being compromised. Consequently, they adopted Dynamics 365 CE as a world class solution to fulfil their end-to-end Customer Engagement requirements
As CX evangelists, they recognised that they needed to streamline their internal processes to ensure they were consistently delivering superior Customer Experiences to their own customer base. They were aiming to replace their legacy CRM, Service Management, project administration and timesheet systems with a more sophisticated and integrated solution.
The goal was to provide stronger project controls, eliminate manual efforts in recapturing information between systems, and to gain a trusted and real-time 360˚ view of all customer interactions across the various specialist consulting teams. As a result, they selected Dynamics 365 CE as it provided a fully integrated Customer Engagement solution across Sales, Projects and Customer Service functions. This enabled them to gain a centralised, efficient and real time ‘life-of-customer’ view.
The Dynamics 365 CE solution now manages all customer touchpoints such as lead and opportunity management, complex project management scenarios (budget, resource scheduling and timesheets), and the full customer case (ITSM) management for managed service and support offerings. This company now has a stronger capability to optimise end to end touch-points with their customer base. This provides them with deep insights of the full customer journey – spanning initial sales calls, sales, through to the tracking of all support issues. In addition, since the system is fully automated, most manual administration tasks have been eliminated, allowing more time to be spent on servicing Customers.
Having greater customer visibility across the business has led to them gaining even deeper insights into their own customers and has enabled even stronger service offerings and relationships. Without question, the Customer Experience journey of their client base has been significantly enhanced and has solidified their position as a market leader in the CX space.