FNV Bouw
With approximately 200 employees, FNV Bouw forms an essential part of the ‘Federatie Nederlandse Vakvereniging’ (FNV); with 1,2 million members the largest Dutch Confederation of Trade. FNV Bouw represents the interests and legal rights for the members from a diversity of branches, such as the building and rail industry. Adjoined members meet colleagues from their own line of industry and can discuss with directors about issues like their specific working agreement or conditions.
Efficient segmentation
In 2007, Qurius had provided FNV Bondgenoten with a new and fully operational information supply system (based on Microsoft Dynamics). More than 1.000 users can see and manage the data of approximately 475.000 members. Based on own needs, FNV Bouw has gone searching for a system which would be able to segment members more efficiently, allowing a better approach.
This specific need also brought up an underlying business issue. Because of the maze of existing applications, FNV Bouw was not able to exchange information internally, causing a deficiency in creating an integral customer view. This resulted in an increase to the challenge of communicating the right message to the right members. Qurius begun by drafting an ICT stage plan, allowing an effective sequence in dealing with business issues. With this ICT stage plan, Qurius has presented FNV Bouw with a thorough analysis of the current information supply. In this plan, the functionality of the existing systems and their mutual dependencies were also captured.
Deliverables
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Integrated, fully operational client management system, based on Microsoft Dynamics (CRM, Microsoft Dynamics AX & Microsoft Office SharePoint Server)
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Functional and technical specifications
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Installation tests and source code
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Maintenance agreement
Up-to-date, integral customer view
Every action is executed in the particular system which is most suitable for the specific task: front-office proceedings within Microsoft Dynamics CRM, financial administration in Microsoft Dynamics AX (former Axapta) and Extranet-/Intranet functions in Microsoft Office SharePoint Server. Because of the effective and future-proof integration architecture applied by Qurius, the systems act as a whole. Data requires entering only once and there is always an up-to-date integral customer view available.
CRM
Per year, 64.000 requests reach the call center of FNV Bouw. Only one quarter of these calls was actually registered in the past. Therefore, the need existed within FNV Bouw to channel these requests and to have more insight in the character and typing of these calls, allowing a higher percentage of registered calls. Based on this need, Qurius has replaced the existing application for call registration (VIS) with a Microsoft Dynamics CRM based application.
By implementing the CRM system, FNV Bouw is now capable of performing a thorough analysis on the details of incoming calls and, based on these details, informing members on a proactive basis. This optimalisation will decrease the pressure felt by the call center and will increase the added value which the organization offers to its members.
SharePoint
With an Extranet, based on Microsoft SharePoint, Qurius has realized a communication platform which offers the functionality which FNV Bouw was accustomed with (WPS), and more. The implementation has achieved a seamless communication between CRM and the Extranet. By integrating Microsoft Reporting Services within SharePoint, members are offered a possibility to work with reports and analyses in a user friendly and efficient environment. Furthermore, Qurius has built an additional functionality, letting external members log on to the Extranet. This allows these members to see their customer data and the status of an issue of complaint. A true challenge for security, because all of these members log on from just as many locations!
Microsoft Dynamics AX
All administrative proceedings, concerning one issue, are now dealt with by one application: Dynamics AX. Because of the integration between the implemented systems, FNV Bouw is, for instance, able to link the payment of distribution to the action administration. When a member has a debt in payment, direct actions from the action Administration will follow.
New functionality
A next phase for the cooperation between FNV Bouw and Qurius has already been planned. Again, existing systems will be replaced, using CRM, SharePoint and Dynamics AX functionality. FNV Bouw looks back on a pleasant implementation of the first phase. Olaus Wildbret, Project Leader of FNV Bouw, states: “FNV Bouw is very satisfied with the result so far; it took some time to get accustomed to the new systems, but we, and of course our members, know our way now!”