Customer Stories
Coronation Registrars Unifies Customer Data for Improved Experience
Customer Name:
Coronation Registrars Limited
Industry:
Finance
Business Problem:
Disparate customer data systems and poor customer experience.
Commercial Impact:
Enhanced operational efficiency and improved customer satisfaction.
Social Impact:
Elevated the financial services accessibility and promoted customer empowerment through innovative solutions.
Deal Size:
$22,271.37
Microsoft Solution:
Dynamics 365 Customer Service
Microsoft Partner:
Cloudware Africa
Coronation Registrars, a leading entity in securities register and data administration, has consistently pioneered innovative technological solutions such as e-dividends and electronic polling.
However, a fragmented understanding of customer interactions due to the absence of a unified customer engagement solution has hampered her ability to provide efficient customer service, leading to delays in response times and decreased customer satisfaction.
To address this challenge, Cloudware Africa conducted strategic alignment engagements to understand Coronation Registrars’ specific requirements and customer engagement process.
This led to the proposal and implementation of Dynamics 365 Customer Service, enabling Coronation Registrars to streamline customer interactions, enhance support across multiple channels, and gain a comprehensive view of their customers’ journeys, thereby facilitating informed business decision-making.
Customer Challenge
Coronation Registrars encountered difficulties in effectively onboarding customers and managing their interactions due to the lack of a unified customer view. This fragmented approach led to a limited understanding of customer interactions, impeding the acquisition of comprehensive insights essential for informed decision-making. This in return led to revenue loss and customer dissatisfaction.
Solution Impact
Dynamics 365 Customer Service was implemented to address Coronation Registrars’ specific challenges. This robust platform provided them with a range of tools designed to streamline customer interactions and improve support across multiple channels.
One of the key features of Dynamics 365 Customer Service was its capability to offer a panoramic view of its customers’ journeys. This integrated view brought together customer profiles, interactions, and support histories into a single, cohesive system. Agents were thus empowered with a comprehensive understanding of each customer’s history and current interactions, facilitating more informed and efficient customer service.
With the unified system in place, the limitations and inefficiencies of Coronation Registrars’ previous fragmented approach were eliminated. Agents could now navigate seamlessly between open cases, ensuring continuity and preventing any loss of progress. This enhancement significantly improved the response time to customer complaints and inquiries, reinforcing the company’s commitment to delivering timely and effective customer support.
Unique Value Proposition
Cloudware Africa has consistently prioritized assisting customers in leveraging digital technology to transform their operations. Our commitment to creating reliable partnerships drives the achievement of collective objectives, setting us apart as a trusted digital innovation enabler.
Our strong stance in the marketplace is further solidified by our expertise in helping organizations capitalize on cloud opportunities and Microsoft Dynamics 365 technology offerings. By providing tailored solutions and strategic alignment engagements, we ensure that our clients can effectively address their unique challenges and optimize their business processes.
This commitment has been recognized through accolades such as the Business Transformation Provider of the Year for Nigeria, which we earned in September 2023. Additionally, our prolonged expertise is evident through our multi-country presence and multiple wins of the Microsoft Partner of the Year Award.
Cloudware Africa’ differentiation lies in our dedication to assisting customers in harnessing digital technology to achieve operational excellence and drive success in their respective industries.
Engagement with Microsoft:
Our strategic collaboration with the Microsoft team, particularly with Oluwaremilekun Olowu, provided much-needed support in our conversations with the customer. Cloudware Africa organized and conducted envisioning sessions to understand Coronation Registrar’s specific requirements and challenges. We actively engaged with stakeholders to ensure the alignment of objectives and showcased the capabilities of Microsoft Dynamics 365 through solution demonstrations.
Business and Digital Transformation
The success of the implementation hinges on employee adoption of the new system. Cloudware Africa provided initial training and ongoing support to ensure staff utilize the new tools effectively. By offering comprehensive training on the new system, employees ware equipped to easily understand the solution functionalities, and benefits, adapt to the changes, and address any challenges they encounter.
Dynamics 365 Customer Service was integrated with Coronation Registrars’ existing systems, allowing for a cohesive and efficient operational environment without the need for a complete overhaul of their current infrastructure. Coronation Registrars employs Process Maker and HoduCC to manage their customer interactions, and Cloudware Africa played a crucial role in enhancing their capabilities.
By exploring and implementing potential integrations between Process Maker, HoduCC, and Dynamics 365 Marketing, Cloudware Africa provided added value to Coronation Registrars. This integrated approach created a more streamlined workflow for Coronation Registrars, enabling them to leverage the combined strengths of these platforms. The integration facilitated seamless data flow, improved process automation, and enhanced customer engagement strategies, thereby optimizing the overall efficiency and effectiveness of Coronation Registrars’ customer management processes.
The unified customer view provided by the new system offers Coronation Registrar a real-time picture of all customer interactions. This enables them to identify trends, anticipate customer needs, and proactively address potential issues.
Testimonial
Coronation Registrars’ collaboration with Cloudware Africa on implementing Dynamics 365 Customer Service has significantly elevated our operational and service capabilities. The integration with Process Maker (Business Process Automation Solution) and HeadStart Softphones (Contact Centre solution), expertly executed by Reliance, has streamlined our customer management processes, markedly improving efficiency and satisfaction. Cloudware Africa’ deep understanding of our specific needs and their adept use of Microsoft technologies have not only resolved our immediate challenges but also prepared us for future advancements. This partnership has reinforced our position in the financial services sector, showcasing our commitment to excellence and innovation.”
Charting the Course Ahead: Our Commitment
In the upcoming 6 months, Cloudware Africa is dedicated to advancing Coronation Registrars’ utilization of pivotal Microsoft solutions, including Dynamics 365 and Azure, to revolutionize their data management and customer service platforms. This essential period will utilize these technologies to amplify Coronation Registrars’ operational effectiveness, enhance security protocols, and ensure their offerings are aligned with the cutting-edge capabilities provided by Microsoft.