In the building industry, the name Tridel is synonymous with luxury condominium living. The firm develops award-winning condominium communities and homes in the greater Toronto area. As each project is initiated, Tridel sets up a unique company to manage all aspects of the building process and beyond: land acquisition, zoning, design, marketing, construction, customer care and property management. More than 400 distinct legal entities – and counting – have been established to run Tridel’s various projects. But the company’s aging enterprise resource planning (ERP) system had limited capabilities and was becoming increasingly difficult to support. Tridel faced a daunting task: find a new solution – and a technology partner – to help migrate 30 years’ worth of historical data and streamline the company’s operations.
There was another item on Tridel’s technology wish list: a customer relationship management (CRM) solution to boost efficiency and improve the customer experience.
"Avanade and Tridel have a strong working relationship. Avanade is a company of high integrity, it has many experts on its team – including a strong offshore capability – and it has a lot of leverage with Microsoft. Teaming with Avanade brings us a lot of value."
Enterprise Resource Planning. The decision to implement Microsoft Dynamics AX was a group effort. Accounting staff from various areas – construction, corporate, and other Tridel entities – developed a requirements document and performed an evaluation of ERP solutions. Total cost of ownership was a major consideration, while configurability and migration complexity were also taken into account. Avanade completed a proof of concept and implemented Microsoft Dynamics AX 2009, which included migration of some of Tridel’s 400 companies and 206 users. As part of the project, Avanade trained Tridel IT staff to be self-sufficient with the migration process. When Microsoft introduced Dynamics AX 2012, Tridel invited Avanade to evaluate the option of upgrading to the new version – and the upgrade was performed in just eight weeks.
Customer Relationship Management. When it came to evaluating CRM technologies, Tridel gathered users from customer care, sales and marketing to compare Microsoft Dynamics CRM with other CRM systems in the market. Ultimately, end users and IT staff clearly preferred the Dynamics CRM solution. The Avanade team, including offshore resources, performed phase one of the Dynamics CRM on premise deployment in six months, bringing on sales, marketing and customer care employees.
ResultsTridel is realizing company-wide benefits with the ERP and CRM technologies. The Dynamics AX 2012 ERP system allows Tridel to:
- Streamline financial systems across the enterprise and easily build meaningful reports
- Accurately track project costs and profitability (site supervisors can effectively manage changes as they happen at build sites)
Dynamics CRM provides these capabilities:
- Improves the rate of sales and marketing success through sales force automation
- Empowers customers to self-schedule appointments, freeing up customer care staff for other responsibilities
- Automates customer care communications to deliver greater efficiency and cost savings
- Provides staff with a single view of the customer