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Ardent provides effective vehicle fire protection. Their policy is to be the very best in understanding that effective protection against vehicle fires doesn’t just save lives, but also saves downtime and money too. They provide a range of services that includes installation, repair and aftercare servicing. To do this Ardent have an experienced team that includes field service engineers around the globe. The key industries that Ardent cover includes civil engineering, mining, rail, ports, recycling, wood processing and forestry.

The challenge

  • To better understand and manage a single view of the customer across several organisational functions such as finance, operations and sales
  • Reduce delays in understanding actions from scheduled and ad-hoc service delivery
  • Form a single view on all customer interactions
  • Keep data in a single system for performance management and monitoring
  • Report effectively on service level agreements for customers
  • Monitor and improve operational efficiency of field engineers
  • Effectively manage the relationship between operations and finance

The solution

  • Implementation of Microsoft Dynamics CRM to provide a complete mobile solution for all field service engineers
  • Dynamics CRM is seamlessly integrated with their Dynamics ERP system for end to end financial and order management
  • Dynamics CRM is used to centralise, manage and segment data in a way that best supports marketing and customer service activities
  • Business Intelligence reporting via Power BI
  • A document management solution using Microsoft SharePoint

The benefits

  • A complete mobile solution for engineers has reduced admin and improved communication.
  • Real-time updates from a global team have driven improved customer satisfaction
  • Improved access to information has assisted in first-time resolution
  • Improved customer reporting reduced customer queries and helped win contracts
  • Improved data management has resulted in improved financial management
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