The Davis & Shirtliff Group is the leading supplier of water-related equipment in the East African region. Founded in 1946 the company’s business activities are focused on six product sectors – water pumps, borehole equipment, water treatment, swimming pools, solar products, and generators. The group is Kenyan-based and operates through a network of Kenyan branches. Also, there are subsidiaries in Uganda, Zambia, Rwanda, and Ethiopia.

Challenge

With a fast-growing customer base, the Company lacked a future-proof Customer Service management solution. Customer data was also in multi systems and the need to centralize all customer data was urgent.

Solutions

The project scope included the implementation of Microsoft Dynamics CRM and customizing it to fit into the group’s business processes. The solution involved integrating with the company’s core financial system, Microsoft Dynamics NAV 2013 R2, to ensure seamless business processes. The group has adopted Cisco Telephony equipment and Software Dynamics delivered a seamless integration between NAV, CRM, and telephony systems to enhance customer interactivity. All business processes have high-level alerts via SMS and Email platforms.

Results

Exceed customer expectations with maximized service operations and improved agent efficiency.