Most people probably know Greater Copenhagen Fire Department – the emergency management services in Copenhagen - as the company that dispatches fire trucks in case of emergencies.
But an equally important part of the work is prevention and advisory services aimed at institutions and businesses within the emergency response area which spans the eight municipalities that jointly own Greater Copenhagen Fire Department.
Greater Copenhagen Fire Department offers a range of preventive courses, exercises, and concepts focusing on fire safety, evacuation, and first aid in various situations.
"Our company is somewhat unique because a significant part of our business involves carrying out public authority tasks, while other areas operate on a revenue-funded basis, where we must cover the costs of our services." explains Joakim Lorentzen, CRM Application Manager at Greater Copenhagen Fire Department.
"Previously, some of the tasks related to customer interactions were handled in manual processes and workflows. We therefore wished to get a complete overview, so that we can provide the best service and advice," says Joakim Lorentzen.
Hovedstadens Beredskab contacted CGI, which has deep competencies within the entire Microsoft Dynamics 365 portfolio, and has helped many companies to analyze their needs and find the right solutions.
It quickly became clear that Microsoft Dynamics 365 CE (Customer Engagement) was the right starting point, and in relatively short time, CGI and Greater Copenhagen Fire Department worked together on building a modern CRM solution based on Dynamics 365 CE.
Customer benefits
- Complete overview of all emails, phone calls and documents in the interaction with institutions and companies.
- Handling of sales opportunities, quotes and order confirmations in the same system.
- Streamlined internal processes.
- Better customer service and follow-up.
- Opportunity to collect and analyze data for further improvement
"CGI's consultants have strong technical competencies and good business understanding. We have had a good, close collaboration throughout the implementation, which was completed quite quickly," says Joakim Lorentzen, adding:
"It has been an agile project with a high degree of user involvement. Processes are defined by user needs, and their feedback has been positive.
