A customer service portal in the cloud

Montréal, QC
6 months
Dynamics 365, Teams, Outlook, Power Platform, SharePoint
Computer, mobile devices
XRM Vision supported a global transportation management software company to automate its processes. By creating a cloud-based customer service portal and CRM architecture, XRM Vision enabled this Montreal-based company to modernize and optimize its efficiency. The company went from having a portal that was inadequate and unused by its customers to a new portal that was quick and easy to use by both customers and employees.
The challenge
Le défi
This company was relying on a highly customized 2016 version of Dynamics 365, coupled with a third-party customer service portal. Based on local servers, the system was not working as intended and was not standardizing the quality of services offered. The portal provided a user experience so unsatisfactory that its customers didn’t use it. In addition, staff had lost confidence in the technologies used because they were performing poorly.
The solution
La solution
To support this company in its modernization, XRM Vision created a brand new customer service portal and cloud-based CRM. This new system leverages Dynamics 365 and Power Platform-based sales, service and marketing CRM applications. By automating the reporting of incidents and assigning them to the right team, services are now much faster and collaboration between team members is optimized.

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.  

Problems encountered:

— 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.

We had invested in a system, but we weren't meeting the expected results. Each team operated differently, which made it difficult to collaborate from one team to the next. We thought that the technologies used were the problem. But we saw that it was the way they were configured. Today, we are much more efficient and better equipped to provide the same quality service to our customers.
Director of Customer Service

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.

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Points clés

Take Aways

Reduced maintenance costs
Quicker employee response times
Automated incident reporting and assignments
Net decrease in time spent by employees navigating the interface