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?

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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.  

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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

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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.