Case Studies - Written
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Dyno Rod is the premier drains and plumbing specialist in the UK and Ireland. Optevia develops and deploys a Microsoft Dynamics CRM at Dyno which improves job handling at its call centres; improves communication and job sharing with 130 franchisees; automates invoicing; improves revenue collection and delivers a more efficient service for commercial contract customers and upwards of 12,000 British Gas domestic contract and British Gas HomeCare® ‘on-demand’ customers per week. The CRM solution also provides a modern platform for Dyno’s planned growth into new commercial areas.
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Jones Lang LaSalle is a financial and professional services firm specialising in real estate services. In the past, the firm’s staff in the EMEA region have used many different customer contact tools across different markets, ranging from Salesforce.com, spreadsheets, Lotus Notes, and ACT!. In 2005, the company chose to deploy Microsoft Dynamics™ CRM across its global enterprise (initially version 3.0 and latterly, in 2008, version 4.0). Jones Lang LaSalle chose Optevia Ltd to help deliver CRM training to 1000 staff and to process and cleanse Jones Lang LaSalle’s existing sales and contact data preparing it for submission to the new Microsoft Dynamics CRM. Jones Lang Lasalle - Case Study
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The London Development Agency, working in partnership with Opteviarapidly deploys and customises a new, enterprise wide Microsoft Dynamics™ CRM system replacing a multitude of legacy systems, spreadsheets and Microsoft Access™ databases. Optevia helps to cleanse and de-duplicate stakeholder and organisation contacts; creates a single, agency-wide source of stakeholder contacts, appointments, and a history of engagements; completes a number of CRM customisation projects and enables the LDA to have a more collaborative and visible approach to its interactions with stakeholders.
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Geoplan had a customer accounts & marketing database to hold customers details, plus multiple in-house systems and Sage accounting software for accounts and invoicing purposes. Disparate systems and silos of data made it difficult to consolidate customer information and prevented its 28 accounts, support and sales employees from collaborating and servicing customers effectively. To combat this, Geoplan chose to deploy Microsoft Dynamics CRM version 3.0 across its UK business.
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Bromley Council When Bromley Council looked at ways of improving customer service, it wanted a solution that simplified operations in its contact centre while meeting the particular requirements of its business processes. |
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Welsh Assembly Government HR Department manages workload dynamically and improves customer service with Microsoft Dynamics CRM The Welsh Assembly Government’s (WAG) human resources (HR) team functions across several locations. 50 team members serve a staff of around 7,000. In 2007, the main body of the team was brought together to work centrally, dealing with both HR and facilities management issues from the vast majority of the Government’s staff.
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Castle Morpeth Borough Council and Alnwick District Council needed to improve customer care while cutting costs. Optevia optimised Microsoft Dynamics CRM to be delivered as a shared service across the two councils’ websites and customer contact staff.
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The Local Government Association needed to strategically manage its relationships with key stakeholders, to improve service to its members, maximise its marketing activities and integrate with key business processes. Optevia designed and delivered a Microsoft Dynamics CRM implementation to be used by all 220 members of staff.
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Kent Fire & Rescue Service originally needed a scheduling system to manage its Home Fire and Safety teams’ home visits. The Microsoft Dynamics CRM implementation that Optevia designed delivered this, but with the added analytical functionality, means the team has seen a 200% increase in efficiency.
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The Pensions Regulator needed an organisation-wide view of its customers and stakeholders. It wanted to improve consistency of service through a better understanding of its customers. The Microsoft Dynamics CRM system implemented by Optevia delivered better customer service, greater security, improved efficiencies and better compliance with key data regulations.
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Rushmoor Borough Council had disparate systems for handling customer enquiries. It needed an integrated system that could also support its new contact centre. Optevia implemented its Local Government Template and Microsoft Dynamics CRM. |
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The Welsh Assembly Department for Economy and Transport is reorganising how it delivers support to businesses in Wales and needed an integrated system that could simplify and automate a complex set of processes. Optevia implemented Microsoft Dynamics CRM to deliver a collaborative cross-department business development service, structured around a single view of the customer. |
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