Countrywide Corporate Property Services

Background

CCPS are the UK's largest established asset management service, and consistency are placed as one of the top performing asset managers for the management, marketing and sale of residential property.

As such CCPS maintain a myriad of relationships with Developers, Estate Agents, Surveyors, Property Contractors and Financial Advisors to help progress each property in their management.

Compliance, Service and treating customers fairly are key to CCPS, as each client will ask for their bespoke requirements to be met throughout the lifetime of managing a property - alongside requiring extensive Management Reporting on the performance of their assets.

The Challenge

CCPS's staff of 100 employees had stored Property and Client data in a bespoke in-house system that was reaching the ceiling of its use to the business.

Over time the existing systems had moved beyond its initial scope in trying to accommodate a wide variety of different Client Requirements, Workflows and Mandates that CCPS's Developer and Lender clients instructed to CCPS in order to manage their Property Assets.

This limitation of the existing systems was then limiting the service that CCPS could provide to their clients and so posing problems to the future growth of the business.

"Dynamics CRM and CRMCS have made a real lasting difference to our business, allowing us to replace older systems that were holding back our performance. The system allows to react quicker to client requirements which gives us an edge in a competitive marketplace"

Grahame Pritchard, Countrywide CPS

Project

CRMCS implemented Microsoft Dynamics CRM to provide an extendible platform that would form a one-stop-shop for CCPS's systems, building a tailored system to give CCPS a well-documented and governable structure for accommodating new Asset Requirements and Workflow.

Build

Building on Dynamics CRM's powerful Workflow Engine to build a Client Plan focused workflow engine to allow Client-specific Processflows to be developed for a variety of different Clients, Asset Classes and Instruction Types.

Cloudbridge

Using ADX Studio and CRMCS's own Cloudbridge technology to provide both Customer and Supplier Portals for CCPS's Clients, Agents and Contractors.

Document Management

Integrating CRM with SharePoint and Xperido for Document Management to allow CCPS Employees to create and share documents between CRM and the Portals.

Real-time Integration

Real-time Integration over Cloud Webservices to exchange Property and Instruction data with The Chalbury Group.

Data Migration

Migrating the current 2000 Properties under management and ensure the Suppliers, Activities and Notes were migrated into the new system. This was done using Scribe Insight to build a series of complex migration scripts that would map data from the existing systems into Dynamics CRM.

Top-Level Support

Provide CCPS with a top-level of 1st Line and 2nd Line Support for their CRM Solution, ranging from day to day queries, to helping architect new processes as required by the business.

Outcomes

CRM has provided CCPS with the platform to deliver better service and expand their relationships with key clients, offering the following benefits to their clients following the go-live of the project:

Onboarding

CCPS are able to on-board new Clients and Asset Classes by building new Workflow and Processes into their systems without additional development time and cost.

Expanding Business

Allowed CCPS to expand their business into helping manage Residential Property Development Sales.

Client Portal

Clients can view their Portfolio and examine particular properties at any time via the CCPS Client Portal

Supplier Portal

Agents and Contractors are now able to instantly supply paperwork, photos and information to CCPS via a Supplier Portal.

Automation

Automate daily reports and datafeeds to make better use of staff time.

Reporting Dashboards

Best of breed management reporting dashboards to analyse stock portfolios and trends in the market.

Security

Secure Industry-Standard Platform has allowed CCPS to engage with larger, more security conscious clients.

Strong Governance

Integrated the strong governance structures within Countrywide Group into CCPS as part of the CRM Project.

Countrywide Corporate Property Services Project Outcome

Allowing the Client to track their Property Exchanges via a Customer-facing Portal

CRM has allowed CCPS to explore growth in new business sectors, such as New Residential Property Development

Building bespoke Client Plans within CRM for new Client Requirements with CCPS

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