Capita Children’s Services sought an implementation partner willing to work collaboratively with stakeholders to specify, design, create and deploy a solution. The brief was clear: replace existing systems with a strategic CRM platform. The CRM platform must support business processes end to end and must support the five current UK service desks and be capable of supporting new centres coming on stream. Furthermore, the CRM system should be scalable, adaptable to new business opportunities and based on mainstream technology.
Microsoft Dynamics CRM was selected based on feature set, scalability, ease of customisation and integration with Microsoft Office and SharePoint. Esuasive was selected as project delivery partner and together, Esuasive and Capita Children’s Services defined a three-phase delivery ‘roadmap’.
Phase 1: Customer Service replaced the existing system with Microsoft Dynamics CRM, extended to deliver ITIL-compliant incident / problem management, dynamic work assignment, customizable SLAs with escalating auto alerts to warn of impending breach and dashboard-style reporting.
Phase 2: Portal centred on the development of an ADXstudio portal which allowed customers to raise and track support calls, renew services, check licence usage, participate in user forums, etc., without needing to phone or email the service desk or account management teams.
Phase 3: Sales includes support for contract management, annual service maintenance, automated licence renewals, leads generation, opportunities management, quotes/order processing, performance reporting, and billing.
The CRM solution delivered by Esuasive delivered operational savings calculated to exceed £1 million over the period 2012-13. Customer satisfaction levels have improved markedly and offers a robust, scalable platform which supported Capita Children’s Services’ ambitious business plan.