Redfoot puts Blue Rock's customer service in the pink

The software house enhances its vital call logging and tracking system with Microsoft CRM-based solution

"Redfoot understood our requirements at once: within two weeks, we had a system that enabled our support desk to run far more smoothly." - Steve Batchelor, Support Manager, Blue Rock Systems Ltd.

Background

Blue Rock Systems Ltd. is a rapidly-expanding software house based on the south coast of England. Its primary business activity is in the supply and support of financial, logistic, warehouse and service software applications for small and medium sized organisations throughout the UK.

Blue Rock recently purchased the Nottingham-based IT software company, Sense Computer Systems, from the Sense Group to increase its geographic spread and give it access to experienced staff, a wider customer base and new software.

Challenge

Steve Batchelor, Support Manager for Blue Rock, tells the story of his company's CRM procurement: "When I joined Blue Rock, it was obvious that our support staff needed better systems to help them log and track calls. The existing system was an old, bespoke, HTML-based solution, which was simply not up to the job. We had to have something more professional.

Solution

"Luckily, I had worked with Wayne Lockey, Redfoot's Managing Director, in a past life, and I knew he would understand what we wanted. Being a Microsoft partner ourselves, we were also glad that Redfoot worked with Microsoft CRM. It seemed a good fit all round.

"Wayne came in and discussed our requirements with us. I knew he would hit the ground running, but even I was surprised that the implementation only took two weeks."

The new system captures, logs and tracks all support calls. Once the details from a call are saved, a workflow of communication is set in motion. The customer automatically receives an email at each stage of the resolution process - when the call is logged, when a support engineer is assigned to the case, once the resolution activity is in progress, when any further information is needed from the customer, and upon resolution. In this way, the customer has the comfort of being kept right up-to-date on progress. "The customer satisfaction benefit is enormous," says Steve Batchelor. "We have even written a portal, so that our customers can log in and view the progress of their outstanding cases."

Business benefits at a glance

Redfoot's CRM expertise delivers for Blue Rock:

• Significant time savings through fully automated and consolidated data capture, tracking and workflow
• Better information is always right there, in front of support staff. Lists of outstanding cases are available at a glance
• Customer satisfaction: more time and better information naturally enable support staff to serve customers more quickly and efficiently
• Marketing opportunities, such as e-Shots, are enabled by the automated use of the system's customer database

Benefits

Many of the benefits of Blue Rock's new CRM system are obvious: it is easy to log and track all cases, saving support staff huge amounts of time; up-to-date information is constantly available, so that resources can be intelligently managed. All of this leads to support cases being resolved more quickly, efficiently and visibly to the customer, leading to their greatly increased satisfaction levels.

In addition, the inherent flexibility and scalability of the system were proved recently, when Blue Rock bought Sense Computer Systems. The CRM solution suddenly had to deal with many more products and customers, and did so admirably. As Steve Batchelor notes, "The old system would have struggled to have coped, but the new system really proved its worth."

The system also delivers other benefits as a valuable marketing resource. Blue Rock have used the database to keep customers aware of new products and services. Recent e-Shots have included news of the company's takeover of Sense Computer Systems, and, when the VAT rate changed, an offer to adjust customer's accounting systems accordingly.

Steve Batchelor concludes: "Thanks to Redfoot, we have a CRM solution that really supports the business and enables us to provide a level of responsiveness and customer service that we feel immensely proud of."

 

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