Microsoft Dynamics CRM Success Story

‘One stop shop’ provider of broadband services provides cost effective and efficient service through entire customer lifecycle with CRM Solution

Radiant Communications

Headquartered in Vancouver, Canada, Radiant Communications provides businesses across Canada with the most comprehensive and innovative suite of data communications and cloud computing services: the largest on-net DSL footprint across Canada & the US, T1 and E10/E100 fibre broadband, MPLS private networking, and AlwaysThere Cloud Computing services.

Challenge

Radiant Communications, a ‘one stop shop’ for broadband and cloud computing services required a relationship management solution that would provide a 360 degree view of their customers from the initial stages of the Sales cycle, through to the day-to-day commitment of providing reliable, consistent services. Key Issues Radiant wanted to address with this solution included:

  • Consolidate legacy systems into single platform eliminating the effort required to support these proprietary systems
  • Provide Radiant employees with a single solution to manage interaction with clients and share tasks across the organization, including Sales staff working outside of Radiant’s domain
  • Build an OSS (Operations Support System) on a platform that can be extended and integrated to meet Radiant’s evolving business needs
  • Improve the trouble ticketing process for Technical Support
  • Provide customers and partners self-service capabilities through a web portal solution

Solution

Ideaca delivered a solution based on Microsoft Dynamics CRM 4.0 as its core to support Radiant’s long term vision to consolidate their systems into a seamless single platform. As an organization serving over 39,000 locations every day, Radiant was confident that Microsoft Dynamics CRM would provide the solution they needed to carry on with existing business and be scalable and functional enough to meet their growing business requirements and that of their clients. Key aspects of the solution include:

  • Integration of web leads into CRM by allowing for existing HTML pages to dynamically call Dynamics CRM and create lead records
  • Sales, Marketing and Tech Support users have access to a centralized system, accessible remotely, that fit with their major processes of tracking activities, assigning tasks, and segmenting customers by geographic and product parameters within CRM
  • Automatic creation of service cases from their monitoring system
  • Managing leads and opportunities through the Sales cycle was aided by the use of notifications through workflow as well as record links embedded within the e-mail notifications
  • Implemented IFD (Internet Facing Deployment) for remote users without VPN outside the Radiant domain

Benefits

Improved all Sales Processes

  • Ability to base task and account assignments on geography and other business rules
  • Categorizing and reporting on leads and opportunities
  • Tracking customer interactions and viewing activity history
  • Making use of mail merge communications, duplicate checking and Sales pipeline reporting

Closed-loop Marketing execution

  • Quickly identify customers by product and geography
  • Create preformatted communications with dynamic elements
  • Provide ‘opt out’ of communications functionality and marketing campaign management

Service case functionality for Tech Support

  • Well defined searching capability to quickly identify customer records
  • Dynamic iFrames enabled users to have views into Radiant’s technical applications while working within CRM
  • Case tickets categorized based on severity, product/service and customer class with ability to view customer history, report on tickets and receive auto notifications and task assignments
  • Customized workflows and report enhance productivity and transparency of the entire tech support process