Glenveagh

Driving Customer and Service Excellence with Dynamics 365.

Glenveagh Customer Insights Case Study

One of Ireland’s leading homebuilders, Glenveagh is dedicated to providing high-quality, energy-efficient homes in vibrant communities across the country. By continuously innovating in planning, design, and construction, Glenveagh’s forward-thinking approach ensures that each home is built to last, contributing to building lasting communities and enhancing the quality of life for residents throughout Ireland.

In preparation for the creation of an external customer portal and to build on the strength of their existing Microsoft business solutions, 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 to implement Dynamics 365 Customer Insights and deliver user training to ensure effective onboarding. This solution helped Glenveagh consolidate and centralise all customer data to ensure they could deliver maximum benefit to the customer once the portal was introduced, helping boost productivity and efficiency across the board. Further, Glenveagh was able to eliminate the need for third-party marketing tools and agencies to connect with its customer base. The new system has also meant that it no longer has to share its client base with third parties, elevating security and reducing any risks of GDPR breaches.

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.

Glenveagh has a long-term relationship with Storm and continues to work with Storm to harness the Microsoft technology to enhance internal processes and service delivery.

Business Benefits

Harnessing the capabilities of Dynamics 365 Customer Insights delivered several key benefits for Glenveagh.

A Consolidated System

Glenveagh now has a single, connected system to store and manage all customer information and communications. It has eliminated the need for third-party marketing tools and reduced reliance on estate agents.

Modern Case Management

The addition of D365 Customer Service has empowered the internal IT team at Glenveagh to enhance efficiency, standardise processes with rule-based workflows and drive faster case resolution across the board.

Better Customer Experiences

Increased visibility and advanced customer segmentation capabilities allow Glenveagh to take more ownership of each stage of the customer journey, deliver more personalised interactions and better connect with its customer base.

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‘It is only early days with Dynamics 365 Customer Insights but we are already seeing the impact and we look forward to seeing more benefits as we continue to use it. Storm’s Dynamics 365 experts have been very helpful in helping us fully embrace the system and we look forward to working with them in the future as they play a key role in the development of our future customer portal and helping us take advantage of new Microsoft updates such as Copilot.’

Cameron McDonnell, Head of Marketing, Glenveagh

'We’ve been using email marketing a lot. We recently had several two-bed launches in one of our developments and through estate agents, we were able to book 5 or 6 viewings. However, we were able to further amplify this by using Customer Insights to segment our customers and send personalised emails to bring it up to 90 viewings.’

Cameron McDonnell, Head of Marketing, Glenveagh

With Dynamics 365 Customer Service, our internal IT team has been able to modernise how we manage internal support cases. This time, we led the rollout ourselves, drawing on our growing experience with Dynamics and leaning on Storm for guidance where needed. The smart automation, increased visibility and faster case resolution are already making a difference, and we’re excited to see how it can further enhance internal operations across other departments and support our customer care team in the future.

Leon Martin, Senior Data Analyst, Glenveagh

'Dynamics 365 Customer Insights allows us to streamline a lot of processes. For example, event management is very seamless now. With the touch of a finger, we can personalise campaigns by price point, and create forms in Dynamics to easily allow customers to book viewings or register interest. We can also follow up with customers for feedback using surveys.'

Cameron McDonnell, Head of Marketing, Glenveagh

‘Previously, we used solutions like Mail Chimp and Eventbrite to connect with our customers through emails and events. With Customer Insights, we can manage everything within the one system meaning the teams that use the system –marketing, digital and community engagement – no longer need to flick between systems saving them time and making things more efficient.'

Cameron McDonnell, Head of Marketing, Glenveagh

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