Contura ignites customer support with Microsoft Dynamics CE

Swedish stove and chimney manufacturer Contura was struggling with inefficient ways of working in the after-market phase. As a result, the company were unable to match its high-quality products with exceptional customer support experiences. Together with Columbus, Contura implemented Microsoft Dynamics 365 CE Customer Service and Field Service modules to drive digital transformation, increase internal efficiency and improve customer support quality.

Digital transformation sparks efficiency and cost control

The customer support team at Contura handles a wide range of inquiries starting at the point when a new stove is being installed at the end-consumer’s home. These inquiries may include installation instructions for resellers or house construction companies, error reports, spare part orders or claims. Previously, all customer inquiries across seven different geographical markets were managed via e-mail or phone calls.

“Without a system in place, there was high pressure on the team to manage incoming inquiries,” says Robert Persson, Customer Support Manager at Contura. “Also, it was extremely hard for me to gather data and get an overview of tasks, product errors and costs associated with claims.”

Partnering with Columbus to fire up project speed

The need for change and digital transformation was obvious. Contura quickly focused on Microsoft Dynamics 365 CE, a tool already used by other companies in the NIBE Group, of which Contura is a part of. Columbus, a longstanding partner to the NIBE Group was selected to support the introduction of the new solution.

The implementation of Dynamics CE was handled by NIBE’s internal IT team while Columbus’ consultants were brought in to provide solution expertise, best practice advice as well as project management.

“It was important for me to engage an external project manager that could ensure everyone delivered their part at the agreed upon deadlines,” says Robert Persson. “Columbus’ project manager made sure we could keep momentum and speed while staying on top of all requirements and needs.”

Columbus’ Microsoft Dynamics consultants were also brought in to support areas where the internal IT team did not have enough experience, such as implementing the new Field Service module.

“Columbus’ experienced consultants guided us in how to use the new Dynamics CE module and provided valuable advice on how to set up the customer data fields according to best practices,” says Robert Persson. “This helped us quality assure our implementation and set us up for long-term success.”

A comprehensive view of customers and products in Dynamics CE

Today, all data related to customers, orders, claims and cases is gathered in one place – Microsoft Dynamics 365 CE. This allows everyone, from sales and customer support representatives to service staff and product owners, to get a complete picture and make smarter decisions. Reports clearly show which products or issues are generating claims, the associated costs and where to prioritise product development efforts. Sales managers can view the current status of cases before visiting a customer to help improve customer communication and relationship.

When a service technician is needed to fix an issue, the appointment can be booked directly in the system. The end-customer receives clear communication of when the service technician will arrive, and the service staff can access all information about the customer, product and issue using a tablet on the go.

“The new system allows my team to work smarter, not harder,” says Robert Persson. “Customer information is easily available, we can see what cases are open, if spare parts have been ordered and when a service appointment is booked. We have full traceability and the service to our customers is much more professional than before.”