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Grosvenor wanted to move from an asset-centric to a customer-centric way of doing business. As part of a wider program of works to transform service delivery, the challenge was how to implement a new solution running in tandem with their existing installation of Microsoft CRM 3.0.
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Avanade’s recommendation involved a solution based on Microsoft Dynamics CRM 4.0, with Grosvenor-specific modifications. Avanade proposed to tailor the CRM software so that it kept track of all the details and types of people that Grosvenor handled.
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The new CRM system is now able to deliver:
- Integration with existing infrastructure
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Improved customer service
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High user acceptance
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Higher efficiency in the London office
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Quicker resolution and real time responses of customer issues
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Reduction of repeatable errors
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Trust and dependability in the CRM solution