CPFL Energia assessed that Microsoft Dynamics CRM, which one of its directors was already familiar with, was fit for purpose as a user-friendly, flexible and cost-effective way to address business needs, ensure business continuity, as well as help to establish the new SSC business as a whole.
Eber Gustavo, Project Consultant at AlfaPeople Brazil, sets the scene at the start of the implementation: “Before Microsoft Dynamics CRM was introduced, CPFL had no significant level of management information available which really aided decision-making or informed strategy.”
While the introduction of Microsoft Dynamics CRM would soon address this (and as a result achieve a standard set of services at a reduced cost than the current operating model), providing excellent service levels to the internal customers of CPFL Energia’s SSC was also high up on the list of priorities, as that value is a strong part of CPFL’s culture. The group wanted to create a model of excellent customer relationship management (CRM), which, widely used as a sales and marketing concept related to customers, is seldom applied to employees.
The project implementation was managed by AlfaPeople Brazil within three months. Adriana Cunha, Maintenance & Systems Coordinator at CPFL Energia said: “Microsoft Dynamics CRM has become a very important business asset to us and was crucial in achieving our goals for the SSC.”
Today, there are around 700 Microsoft Dynamics CRM users in the SSC and every month:
- It receives more than 300,000 data inputs for the HR, Purchasing, IT and Applications Infrastructure departments;
- 600 assistance guides (scripts) are processed; and
- The self-service portal, which acts as the ‘user front end’ has 14,000 internal customers placing requests, consultations and other interactions with the SSC.
Eber Gustavo continued: “With this Microsoft solution, all the in-depth information has been made available to CPFL Energia and its SCC, to enable better decision-making. The tool allows the company to meet business demands, increases productivity and enhances the level of management information.”