More Quality Time to Spend with Customers
Discussing the use of the new CRM solution at Simon Roofing, Nolletti says, “I could talk forever about the time-saving aspect of Microsoft Dynamics 365. We have so many different departments that work together on the Dynamics 365 platform that it’s like the glue that keeps us aligned and in the know.”
Today, if a customer with a need for new roofing or roofing-related services contacts the company through the website or the customer service center, the service team creates a work order in Dynamics 365. From then on, sales, services, post-installation support, and other account activities, including customer interactions and touch points, are tracked in the system. Many templated emails for common situations, previously found in multiple software tools, are readily available in Dynamics 365, allowing sales and service representatives to quickly customize and send them, keeping customer connections alive. “We’ve saved so much time by eliminating some of the manual email sending that fell on our salespeople,” Nolletti says. “That frees them up to get more customer meetings on their calendars.”
Automating Routine Tasks to Enable Exceptional Results
When field technicians at customer sites record work order-specific information and take pictures of the completed assignments, those images and details are captured in Dynamics 365 and forwarded to customers. In this process and several others, Simon Roofing introduced new process automations that became possible with Dynamics CRM. “Process automations were a really big part of the implementation of Dynamics 365,” Whistler says. “That was definitely something everybody was hoping to get out of this project.”
How did these high expectations turn out? Whistler continues, “Across the entire work order process, we were able to create automations — of which we didn’t know that they would be possible — because of the ability to integrate where previously we couldn’t. We’re successfully and efficiently managing our workload and have capacity for more. It’s going to get even better from here.”
Automations make it easier for data to travel where it can be most helpful for Simon Roofing associates. Rast explains, “We could remove many manual steps in enabling integrations, because we can now ‘talk’ through an application programming interface directly from the field back into Dynamics 365. That’s a huge benefit of this solution.”
Shining a Light on Business Events
One of the key outcomes of the Dynamics 365 project is greater transparence throughout the business. “We have visibility at every level of the organization,” Whistler comments. “It’s one of the most valuable results of the Dynamics 365 implementation. For example, in customer service and dispatching, we use reporting, views, and dashboards which we can customize. Visibility of the current workload of each team member enables us to do a better job of prioritizing and redistributing workloads. We can ensure that customers are taken care of and we’re meeting our goals. If we’re not quite hitting our mark, we can see that, too, which is just as important.”