Enabling hosting service provider to deliver superior customer experience

Solution Background

One of the leading hosting service providers in the Nordic region in Europe had established a sterling reputation for exceptional customer service. The backbone of their customer interactions was their customer relationship management solution, based on Microsoft CRM 4.0. This was deployed on-premises in their own datacenter. They had also invested significantly in third party modules for additional functionality. As their customer base increased and the complexity of their engagements grew, our customer was facing increasing problems with their aging CRM deployment. Lack of proper integration with their customer portal, and performance issues with multiple workflows were hampering the productivity of their staff, while compromising on the customer experience as well.

Quadra at work

Entrusted with the responsibility to analyze and recommend changes to their CRM infrastructure, our consultants performed a comprehensive assessment of their current infrastructure along with their existing investments in third party plug ins. We discovered that there were several integration issues with their third party add-ons. These add-ons were expensive investments, but provided sub-par end user and customer experience. Due to the extensive customizations involved, we recommended that they continue on-premise, but with an upgrade to the current version, Dynamics CRM 2011. We also suggested that the add-on applications be developed as plugins based on the .NET framework, instead of procuring expensive third party plug ins.

We also deployed SQL Server 2012 along with SQL Server Reporting Services to support the CRM 2011 deployment, along with the latest update roll ups. The backup from the existing CRM 4.0 deployment was restored to the fresh CRM 2011 installation, after properly mapping their users. A comprehensive customer portal which took into account their current operational and customer needs was deployed. Robust workflows with Email-To-Case (ETC) functionality, a key requirement was also implemented.

Business Benefits

Yet again, our services team distinguished themselves with stellar project management and deployment capabilities, along with an in depth understanding of their pain points and customer needs. Using a comprehensive backup and restore plan, we were able to ensure minimal disruption to their ongoing customer interactions, yet provide rich and improved functionality at a greatly reduced cost and TCO. The ETC functionality ensured that customers themselves could login support cases by just sending an email. This was supplemented with automated workflows for SLA management. Advanced deployment capabilities and highly experienced resources along with a keen understanding of customer needs helped us to deliver yet another exceptional customer experience.

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