Summary

A crucial part of a business’ relationship with its clients is its after-sales communications. The modern solution to managing those complex communications is centralising your customer data, integrating it with a CRM system such as Microsoft Dynamics 365.

And it was with this modernisation project that Cranmore assisted innovative transport company Artemis Technologies.

Service description

Artemis after-sales communication with customers was dealing with time-consuming inefficiencies and errors. Their legacy system also made it difficult for customers to track the status of their support tickets, defects, and warranty claims.

Preparation

After a detailed discovery session with Artemis, Cranmore devised a centralised system that would manage all after-sales communication. This would be powered by Microsoft Dynamics 365 CRM. It would include a client-facing portal with a range of additional features that would improve data quality and create opportunities for additional features.

Execution

Cranmore designed an intuitive and professional user interface. Customers would use this to easily navigate their fleet and online after-sales services.

A backend management system would be created, enabling Artemis to efficiently manage support tickets, defects, and warranty claims.

And existing systems would be integrated, ensuring seamless data flow and efficient case management.

Result

Following Cranmore’s comprehensive Discovery process, Artemis were provided with a complete plan and backlog that would deliver a vastly improved customer experience.

Customers would have a single point of contact to manage their after-sales needs, improving customer satisfaction and aiding faster issue resolution.

Using the backend management system, workflows could be automated and streamlined.

Artemis’ support team could then focus on resolving more complex cases.

With real-time visibility over all after-sales cases, Artemis could identify trends and make data-driven decisions. With an optimised support processes and significantly improved service for customers, the business’ future looked bright.