November 2010
Brookson, a leading provider of accountancy, tax advice and support services to freelance contractors and individuals, has gone live on a new customer services system based on Microsoft Dynamics NAV implemented by Microsoft Gold Partner, TVision Technology.
The challenge was to replace the old, bespoke customer service system with the new, fully integrated Dynamics NAV solution without any dip in customer service. The new system allows Brookson to manage and track all customer queries more effectively than ever before. There is now clear visibility of all queries and related tasks within the system which enables their customer service team to allocate and prioritise these in a more efficient manner, thus providing a much better service to their customers.
The improvement in customer service was required in order to meet Brookson’s ambitious growth plans. Critical for the project success was to ensure that the existing customers would not experience any drop in the high standard of service they relied upon.
“At the start of the project, TVision placed a great deal of emphasis upon understanding the Brookson business, its people and aspirations,” Lee Kingshott IS Director at Brookson. “This significant understanding of our business, coupled with detailed technical knowledge and a tenacity and willingness to do everything required to ensure the project was a success, was a real winning combination.”
The 130 user system went live over the August Bank Holiday weekend; on Tuesday 31st August it had its first day of live operation. With most new systems it is reasonable to expect a bedding in period, not so on this project: “By lunch-time on day one we had cleared more email queries than in a full day on the old system,” Lee Kingshott.
Brookson is already seeing more detailed and reliable business intelligence that will assist them in managing and developing the business further.
Subsequent phases are planned to go live in the next six months, the aim is to move all the back office member services onto the Dynamics NAV system, integrated to the member services web portal. “We had originally thought that we would need at least two applications to meet the scope of requirements, financial and customer service,” comments Lee Kingshott, “NAV has proven it is capable of meeting all needs in this area with the benefits of data held in one system. TVision has proven that they understand both our requirements and how to realise these in the software.”
Richard Thompson, MD of TVision Technology: “The scope and timescales of the project meant that it was always going to be demanding; however, both project teams rose to the challenge. The commitment shown by Brookson’s customer service team has been vital to the success of the project. The positive feedback is justification of TVision’s aspirations to prove that IT projects can be well managed and deliver to expectations.”
Lee Kingshott, “In my 25 years in the IT industry, I have never seen a system go in with so few issues. This is a real credit to TVision’s organisation and staff.”
Based in Walton on Thames, TVision Technology (https://www.tvisiontech.co.uk) is a Microsoft Gold Partner specialising in the supply, implementation and support of Microsoft Dynamics NAV business software.
