2023-11-07
3 min reading time

Construction company's project development organisation that wanted to create a unified customer journey

The customer's challenge

The customer's challenge

The organisation, the project development business area of one of the larger Nordic civil engineering companies, operates in several of the Nordic countries. For some time, responsibility for the design of the processes they operate had been devolved to the regions locally, the customer case management process being no exception. This had led to work practices that were highly manual and very different in appearance, which also correlated strongly with the varying levels of customer satisfaction between regions/countries.

System before/after

System before/after

The use of available system support also varied as a result of local mandates to develop, innovate and change ways of working to best serve their clients. There were also different types of system support in the different countries, which also affected the conditions and impaired the opportunities for co-operation between regions/countries. Since it was previously decided that a new Nordic CRM solution would be developed with Microsoft's platform as a basis, it was decided, after a feasibility study, to also develop a separate Nordic solution for customer case management on the same platform in order to create synergy effects between the two.

Solution

Solution

The project was staffed with key resources from all regions/countries to ensure that the end result would cover all local needs related to customer case management. After careful reviews of the current processes, it was decided together what the new common process should look like and what the requirements were for the new solution. These parts then became the starting point for the development of the new solution, which at the same time constantly needed to take into account what the synergies with the CRM would look like.

Result

Result

After some difficulties in involving key resources from some of the most divergent regions initially and some pressure from higher up, the project eventually succeeded in delivering a comprehensive Nordic customer case management solution with integration to the CRM solution. The solution supported the handling of all types of cases received from customers and also enabled a significant reduction in manual steps. The process created efficiencies across all regions, although there was some initial resistance to the change due to concerns about reducing local control and decision-making power. It also made it possible to benefit from experience sharing and co-operation between regions/countries in a way that was not previously possible.

Conclusion

Conclusion

With the involvement of representatives from all end-user groups, strong support from the project sponsor and a clear customer focus, it was possible to consolidate processes that were scattered across the organisation in a relatively painless way, despite the perceived loss of local control in the regions. All in all, the change led to a more automated, integrated and common process which created the conditions for balancing (and raising) the previously varying customer satisfaction with the handling of customer cases for the company as a whole, something that all regions ultimately have as a common goal.

Customer case
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