Project Description

For more than 15 years After Build have been delivering services across the UK to enterprises from boutique builders to regional and national developers, Housing Associations, mixed-use and niche operators. They also provide complete property warranty management solutions for both developers and housing associations.

Any house building enterprise is focused on acquiring land, building a scheme and selling it at a profit and not surprisingly that’s where their skill set is focused. However, the industry imposes a rigorous obligation on all developers to provide a competent service during the first 2 years following legal completion (the Builder’s Rectification Period). This means having the ability to receive calls from homeowners wishing to report a problem and possessing the necessary systems, processes and people trained to manage all associated resources to deliver a suitable remedy.

After Build’s requirements

Our solution

Infinity Group implemented Microsoft Dynamics CRM and using Microsoft Dynamics 365’s built in service management functionality, extended to cater for requirements specific to the property management vertical, we delivered a solution to manage the processing of calls, SLAs and automated end-to-end reporting. This reduced staff time, increased consistency across the company and ensured there were minimum errors.

Dynamics CRM web based API allowed Infinity to create a Client Portal enabling After Build to interrogate data themselves and enabled them to create and schedule their own reports for delivery via email.

Our software development team built an Occupant Portal to allow occupants to log calls on the web, reducing inbound call volumes. Occupants can now also check the progress of queries on the portal itself resulting in less phone calls to check on the progress of jobs. The management team can also proactively monitor feedback, and accurately measure the levels of service staff are delivering through the portal.

As a result of moving to Microsoft Dynamics CRM, After Build have been able to rapidly expand their team, safe in the knowledge that the systems they have in place are reliable and scalable.