Driving Customer and Service Excellence with Dynamics 365

One of Ireland’s leading homebuilders, Glenveagh is dedicated to providing high-quality, energy-efficient homes in vibrant communities across the country. In preparation for the creation of an external customer portal, Glenveagh introduced Dynamics 365 Customer Insights, a module designed to elevate customer experiences through the creation of personalised and connected customer journeys across marketing, sales and customer service.  

Glenveagh worked with Storm Technology to implement Customer Insights. The solution has consolidated all customer data to ensure they can deliver maximum benefit to the customer once the portal is introduced. Further, Glenveagh was able to eliminate the need for third-party marketing tools and agencies to better connect with its customer base. Strong functionality around email marketing, event management and customer segmentation allows Glenveagh to deliver more personalised and targeted campaigns for better results, with a recent campaign resulting in approximately 18 times more viewings booked than the previous average.

Building on the success of Dynamics 365 Customer Insights, Glenveagh expanded its Microsoft ecosystem by implementing Dynamics 365 Customer Service to replace a legacy ticketing system used by the internal IT support team. This solution has enabled the IT team to modernise case management processes, leverage enhanced reporting capabilities, and introduce standardised workflows that improve efficiency and drive faster case resolution.