Moving from paper based to database
Glasgow Home Energy Advice Team (G.HEAT), a social initiative run by the Wise Group, were recording customer information in various locations including Microsoft Outlook, Excel spreadsheets, and on paper.
The role of G.HEAT is to provide proactive independent advice on household energy by engaging consumers in their homes to understand their position in terms of energy consumption in order to provide relevant guidance and support, therefore being able to record and recall information at will was a necessity.
The lack of a centralised system where information on customer visits could be stored was restricting their ability to reach their ultimate aim of eliminating fuel poverty in Glasgow.
Tried and trusted CRM solution
The Wise Group were keen for G.HEAT to centralise their customer database and move away from paper based forms to support and improve customer engagements.
With Microsoft Dynamics CRM already being used elsewhere in the business, The Wise Group were already aware of its suitability as a platform to meet the centralised data management needs of G.HEAT.
They therefore instructed Bridgeall to develop a customised Microsoft Dynamics CRM solution to support and streamline the G.HEAT business processes and deliver the functionality required to manage customer data accurately and efficiently.
Beyond CRM deployment
After the successful delivery of the Microsoft Dynamics CRM solution, Bridgeall were commissioned by The Wise Group to deliver ongoing support, which included:
- Access to an expert CRM helpdesk
- Proactive system health checks
- Business application support
- One-to-one account management
“The introduction of Microsoft Dynamics CRM for G.HEAT has exceeded our expectations in terms of capabilities of the system and ease of use.” Barbara Ferguson, ICT Manager at The Wise Group.
The G.HEAT team are now enjoying a paperless system with streamlined internal processes and the ability to call up engagement history at will.
The Microsoft Dynamics CRM solution has provided excellent reporting facilities, including a self-service capability that allows Programme Managers to query the system in an ad-hoc manner to generate key reports.
There has been a notable improvement in customer service and due to the successful implementation of the Dynamics CRM solution, so much so that The Wise Group have rolled the solution out to other local authorities.
“The Bridgeall team did a great job in understanding and tracking our evolving requirements and implementing the solution on time and within budget” says Barbara Ferguson, ICT Manager at The Wise Group.
About the Wise Group
The Wise Group is a social enterprise that provides solutions to social problems to make a positive impact on society.
Glasgow Home Energy Advice Team (G.HEAT), an initiative run by the Wise Group, has been established to provide independent advice on energy related issues to householders on a face to face basis, in their homes, and assist in Glasgow City Council's strategic aim of eliminating Fuel Poverty.