When we first engaged with the client, they were in the process of building out their fibre network. One of the first requirements was to develop a simple app that would allow their salespeople to collect interest from the local community as to who might want to purchase broadband services once the homes were ready for sale.
After successfully developing and deploying the initial app, it became clear that the client needed a comprehensive solution to manage their growing customer base and support their sales, provisioning, and ongoing customer support processes. This led to the decision to explore a broader digital transformation using Dynamics 365.
One of the most crucial requirements was to create a unified experience for the customer, from initial sales inquiries to service fulfillment and ongoing support. Our approach involved using Dynamics 365 Sales, Customer Service, and Field Service modules to manage the different parts of the customer journey in an integrated manner.
Microsoft Dataverse was used to store customer and service data, and Dynamics 365 was leveraged to manage customer interactions across all touchpoints. To support the client’s vision, we integrated Dynamics 365 with several external systems, including their fibre provisioning solution, VoIP provisioning system, GIS system, and billing platform. These integrations provided end-to-end visibility, reduced manual coordination, and significantly improved operational efficiency.
Sales were tracked as orders in the Dynamics 365 system, which would then automatically generate work orders in Field Service to schedule installations. The Customer Service module allowed support teams to respond more quickly to customer inquiries and issues by providing a full history of interactions. The Field Service module ensured that technicians were scheduled efficiently, leading to timely installations and maintenance.
ClickDimensions supported the client's marketing strategy by enhancing lead capture, customer segmentation, and outreach, enabling targeted marketing campaigns and personalized communications. This improved both lead conversion rates and customer retention, helping the client build stronger relationships with their customers.
The successful outcome of this project highlights the value of a well-integrated CRM and service management solution in driving business growth. The client is now well-positioned to continue expanding their full fibre broadband services, with a robust, scalable platform that ensures operational efficiency and delivers an exceptional customer experience. The transformation has not only addressed current needs but also laid a strong foundation for future growth in a competitive market.
