Provident Housing increases conversion ratio by 30% with Microsoft Dynamics CRM

Provident Housing Ltd., a wholly owned subsidiary of Puravankara Projects Limited, has implemented Microsoft Dynamics CRM to support sales, marketing and customer management functions in 2013-14. This has helped the company increase the conversion ratio of leads to deals by 30%. Provident Housing operates in Ramco ERP and facilities management platforms to oversee its projects and required a solution that not only accelerated and automated the lead generation process but also integrated well with the existing infrastructure and applications as well as to go beyond the statistics of this process to obtain critical customer intelligence.

“We needed a solution that could extract insights from the raw data in real time for our teams to understand customer preferences better. With the existing lead conversion ratio as low as three percent, we wanted to strengthen this core process with a strong and robust software to give us a solution for customer intelligence on preferences, buying pattern and others such qualitative information in addition to the regular statistics. This led us to Microsoft Dynamics CRM which has empowered our teams with insights that are helping us convert potential leads into concrete deals much faster. In fact within a period of six months we have captured 50 percent more leads, without any change in the team size or acceleration in marketing campaigns”, said Jackbastian K. Nazareth, Group CEO, Puravankara Projects Limited.

Microsoft Dynamics CRM solution captures the entire history of customer communication, enabling the company to provide customers with better and personalized service. Moreover, Provident is now able to manage three times the volume of customers compared to its competition just by implementing Microsoft Dynamics.

“Microsoft Dynamics CRM provides users with a single window to view the progress of diverse activities related to a customer to ensure personalized handling. Its ability to integrate with existing infrastructure, even in heterogeneous computing environments, is unparalleled. It’s encouraging to see Provident Housing achieve their business goals by leveraging Dynamics CRM”, said Samik Roy, Director – Microsoft Dynamics Business, Microsoft India.

The solution was initially deployed for 10 users and was gradually scaled to more than 100 users across pre-sales, sales, post sales and customer care teams. Along with streamlining the lead generation process the solution also addresses inventory management and online bookings with real time data. Users are leveraging data from the CRM application every hour to build reports and will soon be able to generate dashboards. The software’s superior functionality, seamless integration with existing infrastructure and ease of customization aligned well with business and organizational requirements and has definitely given a competitive advantage over other industry players.