Primary Services
Business Process Improvements
Microsoft Dynamics CRM Development
Microsoft Dynamics CRM Customisation
Technical Training
About the customer
Vets Now is the UK's leading provider of Out of Hours emergency
veterinary care. With the mission of improving the lives of vets
and pets, it was launched in 2001 to provide an alternative to the
'on call' service which vets are required to provide, as well as
offering a dedicated emergency care service for animals. The firm
now operates the Out of Hours service for over 350 practices across
the UK and treats over 65,000 animal emergencies each year.
Business drivers
Vets Now had a bespoke customer relationship management system
which became cumbersome to use, limited in its capabilities and
expensive to maintain. With the firm's rapid growth, a new CRM
platform was needed that would be flexible, scalable and easy to
use, and that would be the single central source of data to be
shared across all areas of the business.
One of the key issues for Vets Now was the amount of data held
in disparate locations, mostly on local PCs, Excel files, paper or
multiple systems. The new CRM system had to:
- be
easy to use for staff across the organisation,
allowing a complete view of information;
- provide
a central location for all business data relating
to clinics and member practices;
-
standardise a common set of capabilities, tools
and business processes.
What Brightwire delivered
Vets Now selected Brightwire as its preferred partner following
a competitive three way pitch. We began with a series of staff
workshops to identify requirements within three main business
areas: sales, customer management and customer care. Using
prototypes to demonstrate options and possibilities, we identified
improvements to streamline business processes and automate manual
tasks.
We chose Dynamics CRM 2011 as the preferred platform, for its
customisation capabilities and flexibility, its ease of use due to
integration into familiar applications such as Microsoft Office and
Outlook, and its handling of business processes and workflows.
We created a usable layout and structure to support these three
primary business areas, and developed a Dynamics CRM 2011 solution
to enable the business to share information from a single source -
enabling a full view of customer information and activities for all
users.
The system is now the central location of all customer data,
member practice information, contacts and activities, and it
strongly supports Vets Now's business processes. It includes a
custom complaints handling application which allows each stage of a
customer complaint to be handled quickly and effectively, in a
structured and responsive way. Regional managers have a view of all
activity in their area and user-friendly graphs are used throughout
the system to provide at-a-glance insight and business
reporting.
The CRM platform continues to expand with new features being
brought in. Brightwire carried out instructor led Dynamics CRM 2011
technical training for Vets Now IT staff, who now benefit from the
capability of supporting the system and delivering
enhancements.
