CASE STUDY

COMPANY

Leading Functional Skills Solutions facilitator

Our client are a leading provider of Functional Skills Solutions, supporting over 1.2 million users in their development.

 

 

Details

What was the project?

PROBLEM

The customer’s desire to adapt and evolve the use of technology to meet their business needs and processes was becoming increasingly restricted because of their dependency and reliance upon a shared CRM, email and document storage platform provided, administered and managed by their parent company.

This impacted on their ability to improve their own operational efficiencies and align their service delivery capabilities to exceed the ever-changing demands and expectations of their customers.

The customer identified the need to become systems-independent to allow them to operate autonomously and enable them to manage, administer and control of their own line of business, and related, applications.

For technology to meet business needs, the customer sought advice from a number of Microsoft Partners and selected 848 on the basis of experience, stated methodology and approach to delivery; coupled with 848’s clear demonstration that the customer’s needs and objectives were understood.

The Approach

848’s approach begins with a Plan which includes engaging with the business, key stakeholders and end users to analyse and diagnose current processes, establish functional requirements of the business and create a system design.

This leads to the Build stage, during which the new Dynamics 365 solution is tailored to meet the functional requirements and objectives of the business, as determined during the Plan stage. This includes creating workflows within Dynamics 365 aligned to operational processes and integrating applications and services, including Outlook and SharePoint, DocuSign and Power BI.

Following system and user acceptance testing, the process moves to the Run stage with the roll-out of the new system to the production environment and the solution is on-boarded both the business and the 848 Service Desk for on-going support.

THE SOLUTION

Based upon the discovery engagement and subsequent functional requirements document produced, 848 were able to deliver a tailored, fully hosted and dedicated CRM, email and document management solution built using the combined and integrated Microsoft Office 365 and Microsoft Dynamics 365 for Customer Engagement platform.

This allowed a complete line of business applications and systems separation, whilst maintaining the overall identity management, security and governance of the parent company.

The solution includes processes and workflows that align with the needs of the business, customised account and contact forms, including unique fields for contract renewal dates, customer licence counts product subscriptions, to provide ease of visibility for end users as well as detailed analytics and reporting functionality for management.

All existing Dynamics CRM data was exported, cleansed and de-duplicated before being imported into the new dedicated Dynamics 365 solution.

To ensure adoption of the new system was effective and optimised, 848 Service Desk provides a managed service to help support both the business and its users.

Finally, training was delivered, both onsite and remotely, tailored and personalised to match roles, and training guides written and based specifically on the requirements and the customised solution.

 

THE RESULTS

The customer has now gained the ability to control, administer and manage their own business and operational processes through the implementation of a technical solution aligned and tailored to their needs.

The client can now effectively and proactively manage the needs and requirements of both new and existing customers, from first contact, throughout the sales process and beyond, including the renewal of the subscription services they provide.

This is designed to help users respond to enquiries quicker and more effectively and help enhance and strengthen customer relationships.

The new solution also provides management with better visibility and easier access to accurate and relevant information as well as detailed and exact analysis and reporting on all and any data contained within the new Dynamics 365 solution.

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