A CRM solution to support ambitious growth plans

TVS Supply Chain Solutions was using a CRM solution that was not robust enough to support the company’s growth. The organisation, one of the world’s fastest-growing supply chain specialists, also struggled to use the Remedy system effectively and efficiently because it had been overly customised.

TVS chose ANS, to implement Microsoft Dynamics 365 because of ANS’s fixed fee services; clearly defined, agile and iterative delivery methodology; and its ability to deliver in a defined timeframe. In an initial workshop with ANS, TVS discussed its objectives for the project. TVS decided to implement Microsoft Dynamics 365 to deliver their desired objectives which were to:

  • Replace the ageing Remedy solution with a robust platform for growth
  • Enhance client service, improve response and resolution and minimise case errors
  • Reduce administration time and costs across the sales and service teams
  • Provide clients with self-service case management capabilities for greater efficiencies
  • Obtain visibility, metrics, KPIs for process improvement / root cause analysis
  • Meet contractual obligations for data capture and service delivery

 

These objectives were amalgamated into three business outcomes that ANS would use to tailor the Microsoft Dynamics 365 solution to the needs of TVS. With Microsoft Dynamics 365, there is now a clear roadmap for the adoption of additional capability within the solution to support the organisation’s growth goals. The Dynamics 365 Interactive Service Hub will help to drive efficiencies in TVS’s customer service teams and improve customer responsiveness. Dynamics 365 enables TVS to manage SLAs and entitlements for major customer contracts, including Coca-Cola, Coors and Molson.

  • Improve customer service using Voice of the Customer and customer service tools
  • Increased productivity using the Self-Service Portal, the CRM app for Outlook and customer service tools
  • Improved support management decision-making using the Reporting tool

With Microsoft Dynamics 365, there is now a clear roadmap for the adoption of additional capability within the solution to support the organisation’s growth goals. The Dynamics 365 Interactive Service Hub will help to drive efficiencies in TVS’s customer service teams and improve customer responsiveness. Dynamics 365 enables TVS to manage SLAs and entitlements for major customer contracts, including Coca-Cola, Coors and Molson.

ANS is supporting TVS with continual training through ANS’ D365 University program. It is driving user adoption with the 12-month User Adoption Program and is supporting TVS post go-live with Adopt2Win.

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