Background
Generation Homes is a New Zealand residential construction business that has been building homes for more than 24 years. The company is known for its Fixed Price Guarantee and for being transparent with customers throughout its 14-step Build Process.
As the business grew, its existing systems became harder to rely on, and the company needed better visibility across customer information, project activity, workflows, and business performance.
Business need
Generation Homes was using an outdated CRM system that created duplicate information, making it difficult to maintain a clear customer journey and limiting the organisation's ability to operate from a single trusted source of information.
The business also needed to address its ageing server environment and improve the relationship between CRM and its business management and accounting software.
The solution
OA Systems ran multiple strategic workshops with Generation Homes to fully understand how they currently operate, the future state the business wanted to achieve, and where Dynamics 365 could best support it.
Dynamics 365 Customer Engagement was chosen to give Generation Homes a configurable, cloud-based platform for standardising sales processes, improving reporting, and managing customer and project information more effectively.
OA Systems implemented a comprehensive solution that centralised key data, reduced duplication, streamlined workflows, and improved visibility across the construction management process.
Key results
- Outdated CRM system replaced with a more connected way of managing customer and project information.
- Reduced duplication and supported one version of the truth.
- Improved visibility across customer journeys, workflows, and project information.
- Enhanced management reporting, productivity measurement, and employee feedback.
- Automation of construction management processes.
- Ageing server infrastructure replaced with a cloud-based CRM platform.
- Better coaching, one-to-one sessions, and recruitment conversations.
"We have complete visibility as the construction management has been automated and that has been phenomenal."Sharon Pepper, Financial Controller