The Customer is a UK-based group of companies present in a variety of industries including Construction, Health, and eCommerce. An utmost experience and a tailor-made approach to clients are the cornerstones of the Customer’s business philosophy.
The Customer approached Tasks Grid for a comprehensive solution encompassing efficient customer and operations management.
The Customer used to rely solely on the professionalism and communicative skills of their team to maintain excellent customer service at each company separately. However, they matured to enter the next level of a highly personalized approach to clients within their whole ecosystem. This called for a unified client base that gives access to all-embracing client information. As companies managed by the Customer exist separately, the main challenge has been to centralize real-time data flows.
As a part of a targeted top-of-the-line client service, the Customer needed a loyalty program to award clients by purchase volume and frequency.
Along with improving the quality of client communication, the Customer sought to automate some daily activities. For example, they needed a smart solution for case management to avoid the risk of overlooking client issues due to human error.
Also, the Customer needed a handy tool for efficient operations management to gain greater visibility into daily operations.
To meet all the business needs, Tasks Grid proposed Microsoft Dynamics CRM implementation. The project team focused on two key tasks – to customize the platform in line with all the Customer’s requirements and solve the challenge of centralizing data from multiple sources.
Striving to make the customer service personalized for clients, convenient for the staff, and transparent for managers, ScienceSoft came up with the following functionality:
Operations management benefits from CRM implementation due to the following functionality:
To enable data centralization from multiple sources into one CRM system, Tasks Grid offered to implement a data warehouse (DWH). There, the data gets integrated, cleaned, and unified to be further transferred to the CRM.
There are two scenarios of how different data types get to the DWH:
Tasks Grid has also created OLAP cubes to provide the Customer with advanced analytics capabilities. Once a day, the data gets exported from the DWH for further analysis. The Customer gets it visualized in dashboards, pre-defined and ad-hoc reports.
With CRM, the Customer brings their companies under one umbrella. Having their client data centralized and daily processes automated, the Customer upgrades client service within their whole business to a new quality level – team members serve repeat clients and cross-sell more effectively while the risk of human negligence regarding client service is minimized. The Customer builds trust with clients and contributes to their loyalty with bonuses. Business managers get real-time analytics concerning customer management activities and are always up-to-date with current cases, goals, and scheduled activities of their team.
Microsoft Dynamics CRM, MS SQL Server including Microsoft SQL Analysis Services and Microsoft SQL Server Reporting Services