In this short miniseries, we’re excited to walk you through a customer service module we developed for one of our larger clients in the metals industry. This module is designed to track and manage every customer issue, ensuring that not only problems are addressed in a timely manner but that we can also track claims to vendors, mills, and partner plants, as well as any refunds issued to clients. Here’s an inside look at how it works.
Introducing the “Cases” Module
In our system, we use an entity called Cases to track service issues and claims. It’s important to note that this isn’t the standard “Case” module that you’d find in Dynamics 365. Instead, it’s a custom-built solution tailored to meet the specific needs of our client. This module serves as a comprehensive tool for logging every customer complaint or issue, tracking the financial aspects of claims, and facilitating the entire claim process with vendors, mills, and plants.
Why We Chose to Build a Custom Solution
You might be wondering why we didn’t just use the out-of-the-box “Case Management” feature available in Dynamics 365. While this feature may work well for some businesses, it wasn’t the right fit for our client for several reasons.
- Cost
At the time of writing, the Case Management feature in Dynamics 365 costs $105 per month per user, and that price can rise significantly if the Sales Module is also required. By building a custom module, we were able to use the low-cost Power Apps Premium license, which costs $20 per month per user.
- Customization to Meet Our Client Needs
One of the most important reasons we opted for a custom solution is that every single service ticket needed to be specifically tailored to our client’s unique needs. With the Dynamics 365 case management system, we would have to make the same customizations to meet those requirements. Starting with a custom entity allowed us to create a system that’s more flexible, intuitive, and better suited to the client’s operations.
The Benefits of Custom Service Management
By developing this custom service management module, we’ve created a streamlined and cost-effective solution that handles both customer issues and claims in a single system. Some of the key benefits include:
- Centralized Data: All relevant information about a case, including images, inventory numbers, and notes, are stored in one location for easy access and reporting.
- Tailored to Client Needs: The module is built specifically to meet the unique demands of our client, allowing for greater flexibility and customization.
- Efficient Claims Process: The module also tracks claims, including financial details and requests to vendors, making the process faster and more transparent.
Conclusion
Custom-configured solutions like the “Cases” module prove that sometimes an out-of-the-box system just won’t cut it. By creating a tailor-made solution, we were able to not only meet our client’s specific needs but also provide a more cost-effective option. Whether you’re managing customer issues, claims, or inventory, having the right tools in place is crucial for ensuring smooth operations and client satisfaction. Stay tuned for the next part of this miniseries, where we’ll dive deeper into how this system integrates with other parts of the business to provide even more value.
