Business Situation

Bouwfonds Hypotheken needed to update and consolidate its fragmented IT architecture which was hindering the speed at which it could communicate with its customers.

Solution

To address the growing competitive challenge, Bouwfonds Hypotheken decided to overhaul its IT infrastructure and replace its fragmented architecture with a single centralised solution.

Avanade was chosen by Bouwfonds Hypotheken as their implementation partner because of their deep Microsoft skills and expertise in implementing large-scale Microsoft CRM systems. The team first installed Microsoft BizTalk® Server 2004 before introducing Microsoft CRM in October 2004.

Initially, the company has concentrated on bringing Microsoft CRM to its retail-facing employees, most notably its account executives. The plan is to extend the solution enterprise-wide by the third quarter of 2005.

Results

Account Executives Improve Productivity:

Having access to a centralised database means that Executives can save at least an hour per day allowing them to make more calls and enabling them to work out how they can serve their clients and make the business more responsive to customer needs.

Improved Lead Generation:

The Microsoft CRM lead module has provided the company with a means to process leads and providl y additional information to our brokers. This allows them to improve their targetting making them more keen to use the company’s services.

Greater Customisation:

The solution also improves campaign management for Bouwfonds Hypotheken's marketing department. In order to offer account executives a tool to target bespoke services to clients, Avanade developed a custom made campaign management tool which allows the executives to select which brokers they want to target with specific offerings. This reduction in non-focused communication has meant that the brokers are well disposed to Bouwfonds Hypotheken and are putting more business the company's way as a result.

More Efficient Communications:

The solution has also provided an extremely important link between account executives and the company's operations departments. It facilitates better communication across the enterprise and provides greater transparency of information, which in return translates into better customer care.