Johannesburg, 27 Aug 2008
IT services and solutions provider Datacentrix is in the process of implementing Microsoft Dynamics CRM 4.0 for Rand Water's Customer Service and Corporate Communications departments, in order to replace its legacy system with a more cost-effective and user-friendly solution.
The initial phase of the project has seen the CRM solution rolled out to Rand Water's Customer Service Centre as a tool to log calls and assign actions to the relevant people across the organisation.
According to Phokeng Mohatlane, Account Director at Datacentrix, Rand Water wanted to manage the turnaround time on the calls received to its call centre and also the volume of calls processed per agent. "Essentially, Rand Water needed a solution that would enable it to improve customer satisfaction and service effectiveness by providing the Customer Service department with the ability to deliver consistent customer experiences. In terms of the Corporate Communications department, the company's objective was to deliver 'impactful' marketing campaigns, as well as consistent communication and professional events management."
Steven Moodley, Manager: IT Applications at Rand Water's IT & KM Division, explains that the organisation is already seeing a number of benefits from the implementation. "Although the solution was only rolled out to our call centre a few weeks ago, we are already experiencing a much stronger and more stable system. The fact is that the solution was a best fit for Rand Water, with affordable licence fees and fewer customisations to be made to the system to fulfil our specific requirements, resulting in future cost savings and effectiveness through replacing the legacy CRM system with MS CRM. "In addition, the Microsoft solution is an extremely user-friendly product. We have found it to be much easier for our staff to familiarise themselves with it."
"The workload for the call centre has been reduced through managing communication with the customer and other departments," states Mohatlane.
"The new solution also gives Rand Water a complete view of all activities per customer and monthly reports can now be published in the format that we require with minimal intervention."
Rand Water opted to partner with Datacentrix for this project, based on the IT organisation's competitive pricing, corporate strength and solid partnership with Microsoft. "The company has a proven track record in delivering a professional service through its past Microsoft product implementations in both the private and public sectors," Moodley concludes.
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