Our Customers

Optevia has a long history of working with organisations in the UK and  Ireland delivering customised CRM, business intelligence and data management systems, based on Microsoft technology.
The main sectors Optevia targets are: 

• Local Government
• Fire & Rescue Services
• Regulators
• Criminal Justice Agencies
• Regional Business Development Agencies

Local Government

Kent County Council needed a one-stop-shop for 35 key council services to support its customer contact centre staff and to allow the public to interact with the council over the internet. Optevia designed and delivered a 150 user Microsoft Dynamics CRM solution in response.

Northamptonshire County Council was looking for a case management system for its customer service centre. The council wanted to improve access to public services by integrating their multi-channel communications and building a better understanding of their customers. Optevia implemented its Local Government Template and Microsoft Dynamics CRM.

Doncaster Council needed to improve its processes for general enquiries, environmental services and corporate complaints. Optevia implemented its Local Government Template and Microsoft Dynamics CRM.

The London Borough of Bromley
Bromley Council wanted to deliver a faster more efficient service to customers by streamlining the back office systems that supported the majority of routine calls to its contact centre. Optevia implemented its Local Government Template and Microsoft Dynamics CRM. Bromley’s contact centre staff now have speedy access to accurate information that helps them deliver a more professional service..

Video Case Study

Hastings Borough Council needed one single system that could manage its customer enquiries and support the expansion of its customer service centre.  Optevia implemented its Local Government Template and Microsoft Dynamics CRM.

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.

Rushmoor Borough Council Case Study

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.

Morpeth & Alnwick Case Study

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.

Local Government Association Case Study

Fire and Rescue Services

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.

Kent Fire & Rescue Service Case Study

Criminal Justice Agencies

The Forensic Science Service (FSS)
The Forensic Science Service, (FSS), is wholly owned by the UK Government & reports to the Home Office. This agencies customer base includes UK & Foreign Police Forces that have a requirement for the FSS’s services & products, such as DNA testing kits, and other technical products. The FSS competes with other private sector forensic science service & product providers, particularly US organisations. As such it invested in an MSCRM solution to help it market & sell its services to new, (non UK), organistaions, particularly in the USA & the Middle East. In all intents & purposes FSS had a need for a typical sales & marketing solution, to help it compete in a de-regulated marketplace.

The Criminal Justice IT Agency (CJIT)
CJIT is part of the Office for Criminal Justice Reform. OCJR is the cross-departmental team that supports all criminal justice agencies in working together to provide an improved service to the public. As a cross-departmental organisation, OCJR reports to Ministers in the Ministry of Justice, the Home Office and the Office of the Attorney General.
 
CJIT is responsible for promoting IT best practice and for coordinating nationwide projects, such as the UK Secure email project. CJIT’s plan is to harness the latest IT to reduce unnecessary paperwork, speed up processes and improve the criminal justice experience for all. The police, CPS, courts, prisons and probation and the Youth Offending Teams - as well as independent CJS practitioners are all within CJIT’s remit to help them carry out their work more effectively. CJIT’s aims are to streamline communications, improve productivity and, ultimately, provide better technical support to all who have a hand in the Criminal Justice process.

CJIT procured MSCRM to help their team of Project Marketers & Account Managers promote CJIT’s key projects on an on-going basis

Regulators

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.

The Pensions Regulator case Study

Ofsted needed to better manage the business functions initiated by contact from an external stakeholder. Optevia has designed and delivered a Microsoft Dynamics CRM solution that supports 120 contact centre staff in addition to back office personnel. The implementation is an ongoing project with additional business processes being integrated. 

The Office of Fair Trading approached Microsoft and Optevia to help them find a system that would deliver an integrated overview of the myriad stakeholder relationships the organisation needs to manage. Optevia delivered a stakeholder relationship management solution based on Microsoft Dynamics CRM.

Regional Business Development Agencies

The London Development Agency had disparate unstructured databases containing essential stakeholder data. Managing those key relationships was made difficult with no single view of the customer. Optevia cleaned and integrated the databases and implemented Microsoft Dynamics CRM.

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.

General Government Departments/Agencies

The Department for Education and Skills needed to strategically manage how they interacted with key audiences. Optevia delivered a 150 user Microsoft Dynamics CRM system that includes event management and a series of utilities tailored to stakeholder relationship management.

Ordnance Survey Ireland needed a single integrated system to manage its customer relationships across departments, from key account management to copyright and licence renewal, new sales opportunities to existing product updates. Optevia delivered a customised implementation of Microsoft Dynamics CRM to help OSi improve its customers’ experience.

The Welsh Assembly Mental Health Review Tribunal Office needed a system to support the scheduling, reporting and management of tribunals and the key professional stakeholders involved. Optevia implemented a Microsoft Dynamics CRM scheduling and calendaring solution.

The Arts Council Ireland needed a single integrated system to manage its customer relationships across all departments within the organisation.  In addition to this the Arts Council Ireland chose to deploy the Optevia Microsoft Dynamics CRM Grants Module to improve customer service and streamline their grant processes.

General Commercial

Jones Lang LaSalle, a $2.7 billion property management corporation is deploying Microsoft Dynamics CRM World-wide. Optevia is helping deploy a corporate standard configuration of Microsoft Dynamics CRM throughout the organisations European offices. This includes data preparation and training services.