Dyno-Rod unblocks customer data

Drain, plumbing and locksmith services company Dyno-Rod has implemented a customer relationship management system to push customer data to its frontline staff.

The CRM system will be accessed by its 100-plus franchises across the UK and eventually by 1,000 mobile engineers. Customer data, job tracking, sales calls, order processing and invoicing will all be managed by the centralised solution.

SecureVirtual has been awarded the contract to deploy Microsoft Dynamics CRM hosted on a private virtual environment and accessed via a web interface. Following a successful pilot with one business unit, the CRM system went live in April and a field application for engineers is planned for 2011.

A customised platform has been created that allows Dyno-Rod to synchronise data with parent company British Gas overnight in a five-hour back-up. The company is also using Consultancy on Demand from secureVirtual which allows it to buy credits in advance and use them to support staff as required.

Richard Barnwell, CEO of secureVirtual, said: “Dyno-Rod’s commitment to excellent customer service needs to be supported by a system that offers 100 per cent availability, the highest levels of security for customer data, and scalability to accommodate future growth. The company has grown significantly over the past few years and needs a fail-proof CRM system to enable it to continue on this trajectory. Microsoft Dynamics was selected for its high performance and configurability.”

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