Business critical CRM creates knowledge on thousands of tasks
Succes stretching CRM
Orbicon Informatik delivers software products and service to especially utility companies. During the last two years, the CRM solution based on Microsoft Dynamics 365 has become strategically indispensable for the software company, which in collaboration with MicroPartner has had success with stretching the product.
When a utility company, a municipality or a private business control wires and pipes under ground or creeks in the open land, it takes place with a growing consumption of data, and the software solution to solve the task is probably from Orbicon Informatik. Water companies alone has assets for more than DKK 500 billion in infrastructure for water supply and waste water, which means that data analyses quickly create a good business case.
When it comes to software, Orbicon Informatik is deeply specialized both over and below ground with a wide palette of software products and ongoing experience with the 600 consulting colleagues in Orbicon, which is an engineer based consulting firm owned by Det Danske Hedeselskab.
Business has become transparent
Insight in customer cases and projects
‘We have experienced a positive development in the last 2-3 years. Now, we have insight in the 5,000 customer cases and projects that we have on our annual calendar, and we have developed this management and customer case management in our CRM solution.
You may say that we have stretched the product to its miximum as we both manage customer portal, sales, marketing, service and hotline in Dynamics 365. The consequence being that our business has become transparent.’
The organizations’ 40 employees include a sales and marketing department, a large service department of 20 IT consultants and a product development department.
Business critical solution
In trouble of the system were to shut down
‘We would really be in trouble if the system were to shut down. The CRM solution has become critical for us and in particular the collaboration with MicroPartner has meant that the solution has become so valuable to us.’
The latest implementation is a customer portal where the can customers log on and follow their cases. The digital interface is a new way of getting value out of data on 5,000 annual customer cases. The many software products from Orbicon Informatik can be related to setup, configuration and adaptation as part of the usage in the Danish utility sector and with the country’s municipalities, which creates a very large portfolio of small and larger service courses.
Insight and optimization
’Now, we have insight in the many cases, and we use the transparency constantly in order to improve sales, management and service. We are very happy about that.
We can optimize our service by analyzing the case types and involved products. But first and foremost, the management in CRM means that we solve tasks more quickly.’
The CRM solution is based on a clear standard strategy. Even if it has been stretched in terms of function, the usage of Microsoft Dynamics 365 has been held as closely to standard as possible.
About the solution
Strategically indispensable solution
Orbicon Informatik uses Microsoft Dynamics 365 to manage both customer portal, sales, marketing, service and hotline. Next step will be to build e-commerce directly in with the CRM solution.
How CRM supports fact-based management at Orbicon Informatik
Status and control with 5,000 cases gives fast case resolving
Statistics and knowledge on case types, products and employees create possibilities for development
All customer insights is in one place
Business critical CRM solution follows standard in Microsoft Dynamics 365
The right skills
‘We took references, so we knew that MicroPartner had the competences that support the company’s image as CRM experts. Our questions were if the people at MicroPartner matched us and if they understood our desire to bind sales, marketing and service closely together in one platform. Now we can confirm our choice and we are happy about it.’
Orbicon Informatik is not ready to put a financial value on the CRM solution. But is has now become strategic and business critical for the business, and the future development will be created through fact-based management from insight from the CRM solution. Next step will be to build e-commerce directly in with the CRM solution!
Skilled consultants who understand our business
Advised to stay on standard
‘We have some strong consultants at MicroPartner, and they clearly advise us to stick to the standard. We have followed that piece of smart advice and I must say that the quality of the consultants is key to our satisfaction. MicroPartner has consultants who really gets our business.’
Ever since Orbicon Informatik became an individual division, the need for special IT backbone for a software company has become very clear. Here lies the most essential reason for choosing MicroPartner as a CRM supplier. Orbicon Informatik performed a thorough market scan evaluating 10 players and three potential partners on a short list, before getting to work with MicroPartner.
Orbicon Informatik develops platform independent software and IT products. Orbicon Informatik delivers the most common software to the Danish utility companies, municipalities and private businesses.
Orbicon Informatik focuses on digital solution that may be used as a tool in the increasing urbanization, smart city and climate adjustment. It is about overview of resources, values, economy and future tasks.
Orbicon Informatik is owned by business owner’s foundation Det Danske Hedeselskab.