A customer service portal in the cloud
Modernizing a technology company with a cloud-based customer portal and CRM
When a company relies on an inadequate system to meet customer demands, the quality of its services is compromised. This story is about a transportation software company that could not rely on its inadequate tools to manage its customer relationships. Both its CRM software and its customer portal were jeopardizing the services offered to customers. Moreover, with this bad experience, the confidence of the organization's members in Microsoft technologies was waning. Faced with the team's apprehensions, how do you design a new system that would help them deploy the full potential of this business?
Processes to be standardized for each team
A local organization was making a name for itself around the world by providing route optimization software to public transportation and postal customers in several countries. This technology company had a pressing problem. It was relying on a highly customized 2016version of Dynamics 365 combined with a third-party customer service portalthat were inefficient. In addition, it was all based on local servers to manage the CRM, which offered little flexibility. In short, it wasn't working as intended.
Navigating the corporate portal was soarduous that the company's customers simply weren't using it. Similarly, for employees, the system could not provide sufficient visibility into the licensing process. As a result, the company was struggling to manage software licensing agreements. In addition, each support team used the system differently. This meant that incident reports were not standardized and customer service suffered. Finally, marketing was laborious and duplication of effort was common.
— Lack of flexibility to access CRM (onsite)
— Difficulty tracking licensing agreementsfor software sold
— Non-standard customer service and variableexperience
— Lack of effectiveness of marketingcampaigns despite efforts
— Waste of employee time trying to find theirway around the CRM
— Ineffective customer portal and virtuallyunused by customers
Identifying barriers to tool effectiveness
The company's leaders knew the next step. They needed to figure out how to transform the customer and employee experience to be simpler, more consistent and optimal. However, because the company was dissatisfied with its Dynamics 365 setup, its perception of Microsoft tools was poor. Management was unsure of which technologies to turn to in order to take their customer relationship management to the next level. XRM Vision identified the company's highly customized on-premises configuration of CRM as the main obstacle preventing it from taking full advantage. Without cloud computing and standardization of the tool, the true power of Dynamics 365 and its ability to seamlessly integrate with all of Microsoft's products was limited.
XRM Vision's solution
As a result of this analysis and dialogue, XRM Vision built a new cloud-based customer service portal. CRM, sales, service and marketing applications based on Dynamics 365 and the Power Platform, with additional functionality supported by Power Automate.
As a result, XRM Vision has created a cloud-based customer service portal with CRM, sales, customer service and marketing applications based on Dynamics 365 and the Power Platform, with additional functionality supported by Power Automate, integrated with SharePoint, Teams and Outlook.
Impact of the solution
The results at this technology company were significant. Incident reporting and assignment to the right team is now automated and standardized. This saves time and unifies the customer service experience. Software license agreements are now easy to view, enabling efficient administration. In addition, key marketing functions are automated in the marketing application's event modules, which include creating customer profiles and scheduling and launching marketing campaigns. At the same time, the company now has access to market analytics, allowing it to better understand customer needs and make informed decisions. Finally, this organization has been able to improve collaboration among its employees.
On the one hand, customers have become loyal users of the new platform, which is efficient and intuitive. On the other hand, employees spend much less time trying to find each other on the platform, making the team more efficient. Finally, thanks to the cloud, customers and employees can access the new portal at any time, regardless of their location or time of day.
With this solution, the company has experienced significant improvements in response time across all functions. Prior to implementation, their teams spent a lot of time trying to understand and navigate their custom architecture, sometimes even losing track of what they were working on. With Dynamics 365's intuitive interface, that navigation time has been significantly reduced. Likewise, the cloud-based operation of the solution has reduced maintenance requirements and enabled 24/7 availability.
Discover how a high-performance CRM solution can support your business growth
Interested in learning more about the technologies that help you deploy your organization's full potential? Contact our experts.