Blue Rock Systems have recently introduced Microsoft’s CRM solution to control the logging and distribution of customer support calls.

The support team urgently required a system that was easier to use, follow history , update and trace cases with the sole purpose that they could improve response times and increase the level of communication to customers.

Commenting on the installation of Microsoft CRM, Steve Batchelor (who managed the installation) commented;

“We have gained several short term wins from the introduction of the new system. It is far easier to log new calls now, and easier means quicker – which enables us to allocate the job instantly to one of the consultants. The automatic email system updates both our customers primary contact and the person logging the case. This and the traceability that Microsoft CRM provides means that calls are easier to track and escalate when we are failing to respond quickly enough. There is a in built work flow mechanism that has been tailored to our requirements to carry out particular actions based on set triggers.

In addition we have developed a Qlikview console for reporting which gives us immediate visibility of the statistics and trends. Most importantly all of this information is available to all members of staff and shortly we will be releasing a customer portal which will enable them to view the progress on their support calls via this web site.

 Since the installation of the system we have seen an improvement in our case handling, cases are better managed and due to the automated features from the work flow the time required to update the cases has dropped meaning more time is available to work on the cases themselves resulting in a reduction in outstanding cases”.