Customer Stories How JEE (Jackson, Etti & Edu) Africa Revolutionized Operations with Microsoft Dynamics 365 Business Central Customer Name: JEE Africa Industry: Legal Service Location/Country: Lagos, Nigeria Solution: Microsoft dynamic 365 Business central Partner: Reliance Infosystems JEE Africa is a full-service legal company specializing in Energy & Infrastructure, Fast Moving Consumer Goods (FMCGs), Financial Services, Health & Pharmaceuticals, Public Sector, Technology, Media & Entertainment, and others. JEE Africa is an award-winning law practice that has won the practice of the Year – Nigeria award four years in a row. As an organization providing legal services, where precision and agility are paramount, JEE Africa has emerged as a trailblazer, harnessing the power of technology to reshape their operations. This is the story of how a full-service legal firm overcame challenges and embraced innovation to elevate its services to new heights. Unveiling Challenges JEE Africa, a distinguished legal company, found itself grappling with a series of operational hurdles that threatened to impede its growth. The firm’s commitment to delivering impeccable legal services was being tested by challenges such as: Inadequate Financial Reporting: The absence of robust financial reporting tools hindered JEE Africa’s ability to make strategic decisions and gauge its financial health accurately. Inventory Management Woes: Poor inventory management practices added unnecessary complexity to their operations, impacting efficiency. Persistent Downtime: Frequent, unexplained downtime disrupted workflow and resulted in lost productivity. Remote Work Limitations: The inability to work remotely restricted their flexibility, tying them to their physical office. Complex Bank Collaborations: Collaborating with multiple banks for single journal batch posting was cumbersome, often resulting in inefficiencies. Currency Exchange Challenges: Setting currency exchange rates within regular postings proved to be an ongoing challenge. The Breakthrough Solution Amidst these challenges, JEE Africa embarked on a transformative journey that would redefine its operations. The answer lay in Microsoft Dynamics 365 Business Central, an all-encompassing business management solution that was about to reshape its landscape. Elevating Operations The adoption of Microsoft Dynamics 365 Business Central brought about a sea change in JEE Africa’s operations: Unchained from the Office: JEE Africa’s personnel were liberated from the constraints of their physical office. With the application’s 100% availability, work could seamlessly continue from anywhere, at any time. Informed Decision-Making: The solution’s robust reporting capabilities empowered JEE Africa to generate a spectrum of reports, equipping them with the insights needed for astute decision-making. Automating Processes: Manual and paper-based processes became a thing of the past as employee self-service activities were introduced. Intelligent approval automation streamlined workflows, ensuring a seamless approval process. Efficient Procurement: The procurement cycle, once convoluted, was now streamlined. From purchase request creation to payment, every step was optimized for efficiency. The Impact The results of this transformation were profound: Enhanced Efficiency: Unburdened by unexplained downtime, JEE Africa witnessed an upsurge in operational efficiency. Strategic Insights: The availability of comprehensive reports equipped JEE Africa with the information needed to formulate strategic plans and drive growth. Remote Empowerment: JEE Africa’s personnel embraced remote work, leveraging the solution’s accessibility to work productively from diverse locations. Collaboration Simplified: Collaborating with multiple banks for journal batch posting became a seamless affair, eliminating the previous complexities. Currency Exchange Made Easy: Setting currency exchange rates was no longer a challenge, streamlining regular postings. The Future Unveiled JEE Africa’s journey from operational challenges to elevated efficiency stands as a testament to the transformative power of technology. With Microsoft Dynamics 365 Business Central, JEE Africa not only overcame obstacles but also positioned itself as a beacon of legal excellence, equipped to serve its clients with unmatched precision and speed. As JEE Africa charts a course towards a future empowered by innovation, their story serves as an inspiration for all enterprises striving for operational excellence in the digital age. Similar Stories view all Vetiva Vetiva Capital is a thriving pan-African financial services company located in the heart of Lagos, Nigeria. The group has several subsidiaries which provide dedicated financial… Read More Ventrae Ventrae Integrated Service Limited, a renowned financial institution that provides business capital, growth capital, and business support, has navigated the path of digital transformation with… Read More Anchor Anchor Dataware is a thriving IT consulting firm in the Federal Capital Territory of Nigeria that provides Enterprise Resource Planning systems for small, medium, and… Read More

Customer Stories Aviation Leader, Ethiopian Airlines, Saves Millions by Flying with Microsoft Azure Customer Name: Ethiopian Airlnes Industry: Airline Service Location/Country: Ethiopia Solution: Microsoft Azure Partner: Reliance Infosystems Ethiopian Airlines is a thriving pan-African airline based in Africa. The airline is one of Ethiopia’s largest employers and the largest airline in Africa in terms of passengers carried, destinations served, fleet size, and revenue. Founded in 1945, the airline is known for its excellent service and safety record and has grown into a major international carrier, serving over 150 destinations in Africa, Europe, Asia, and the Middle East with a fleet of more than 146 modern aircraft and an average fleet age of five years. What were the Challenges Faced? Ethiopian Airlines has grown consistently in recent times. The airline achieved an average growth rate of 25 percent in the seven years prior to the COVID-19 pandemic. However, coupled with its growth it began to face mounting cloud infrastructure costs that eventually became unfeasible and expensive to maintain. The airline’s exceedingly high cloud costs did not directly translate into their operational capabilities, and it eventually became clear that a change was needed. The Game Changer In response to their challenges, Ethiopian Airline consulted with Reliance Infosystems and contracted their support in reining their cloud operation expenses and optimizing their systems. Reliance Infosystems deployed a variety of Azure-based solutions to optimize business operations. Embracing Transformation As a result of Ethiopian Airlines’ consultation, Reliance Infosystems partnered with Microsoft to migrate the airline’s server infrastructure to Microsoft Azure and restructure their digital operations to eliminate unnecessary expenses. The airline scaled down its on-premises data center for a partial migration to Microsoft Azure and implemented a hybrid cloud environment that combined Microsoft Azure with its on-premises infrastructure. This allowed Ethiopian Airlines to retain the flexible upward scaling potential of the cloud while reducing its total costs by keeping normal operations on-site. Reliance Infosystems also implemented security controls and best practices to protect Ethiopian Airlines’ data in the cloud. The partial migration to Microsoft Azure and new hybrid cloud and local infrastructure helped Ethiopian Airlines to achieve its targets of expense control and an improvement in operational efficiency. A New Future With their newly optimized infrastructure, Ethiopian Airline can now ensure that their infrastructural expenditure provided reasonable and verifiable returns of scale, reliability, and efficiency. The returns on investment are significant, enabling the management to redirect saved funds to other business demands. Reliance Infosystems was able to transform the efficiency of Ethiopian Airlines, paving the way for more achievements. Similar Stories view all

Customer Stories Coronation Registrars Unifies Customer Data for Improved Experience Coronation Customer Name: Coronation Industry: Financial Service Location/Country: Lagos, Nigeria Solution: Dynamic 365 customer service Partner: Reliance Infosystems Coronation Registrars a trailblazer in the realm of securities register and data administration, with innovation woven into their DNA, introduced a slew of game-changing technological solutions, ranging from e-dividends to electronic polling. Yet, beneath their stellar reputation, lay challenges that beckoned for a comprehensive resolution. Unveiling the Challenges Despite their expert team and groundbreaking technology, Coronation Registrars needed to holistically onboard customers and oversee their interactions. The absence of a unified customer view created a fragmented understanding of these interactions, stifling comprehensive insights crucial for informed decision-making. Moreover, a chink in their armor was evident in handling customer complaints, jeopardizing their ability to ensure complete customer satisfaction. A Paradigm Shift In the midst of these challenges, the dawn of change arrived with the collaboration between Coronation Registrars and Reliance Infosystems. With meticulous research and strategic planning, a beacon of transformation emerged in the form of Dynamics 365 Customer Service. This customer relationship management (CRM) solution bore the promise of revolutionizing customer service operations. Embracing Dynamics 365 Dynamics 365 Customer Service became Coronation Registrars’ steadfast ally, empowering them with tools to streamline customer interactions and amplify support across multiple channels. A panoramic view of their customers’ journeys unfurled before their agents, as profiles, interactions, and support histories converged into a single tapestry. No longer were agents burdened by the limitations of a fractured system; they effortlessly navigated between open cases, ensuring no progress was lost. Empowerment through Knowledge In an age where information is power, Dynamics 365 Customer Service united fragmented data sources into a harmonious symphony of knowledge. Agents were armed with the insights required to swiftly address issues, catalyzed by a federated knowledge search that bridged disparate databases. This integration was further amplified through a seamless union with Process Maker and Hodu Softphone, ensuring consistency in every interaction. The Triumph of Transformation The results spoke volumes. Coronation Registrars transitioned from manual operations to an automated, integrated realm governed by Microsoft Dynamics 365 Customer Service. The ripple effect was palpable – business operations streamlined, insights became sharper, and customer satisfaction soared to new heights. In the heart of Nigeria’s financial landscape, Coronation Registrars etched their legacy, not just as providers of services, but as architects of transformation. The story of their evolution stands as a testament to the potent partnership between innovation, technology, and unwavering commitment to customer excellence. Customer Name: Coronation Registrars Limited Industry: Finance Business Problem: Disparate customer data systems and poor customer experience Commercial Impact: Social Impact: Deal Size: $22,271.37 Microsoft Solution: Dynamics 365 Customer Service Partner: Reliance Infosystems Abstract Coronation Registrars, a leading entity in securities register and data administration, has consistently pioneered innovative technological solutions such as e-dividends and electronic polling. However, a fragmented understanding of customer interactions due to the absence of a unified customer view has hampered their ability to provide efficient customer service, leading to delays in response times and decreased customer satisfaction. To address this challenge, Reliance Infosystems conducted strategic alignment engagements to understand Coronation Registrars’ specific requirements and customer engagement process. This led to the proposal and implementation of Dynamics 365 Customer Service, enabling Coronation Registrars to streamline customer interactions, enhance support across multiple channels, and gain a comprehensive view of their customers’ journeys, thereby facilitating informed business decision-making. Understanding the Problem Coronation Registrars encountered difficulties in effectively onboarding customers and managing their interactions due to the lack of a unified customer view. This fragmented approach led to a limited understanding of customer interactions, impeding the acquisition of comprehensive insights essential for informed decision-making. Additionally, this gap in their customer management system compromised their response time to customer complaints, consequently undermining their efforts to maintain high levels of customer satisfaction. Dynamics 365 Customer Service was implemented to address Coronation Registrars’ specific challenges. This robust platform provided them with a range of tools designed to streamline customer interactions and improve support across multiple channels. One of the key features of Dynamics 365 Customer Service was its capability to offer a panoramic view of its customers’ journeys. This integrated view brought together customer profiles, interactions, and support histories into a single, cohesive system. Agents were thus empowered with a comprehensive understanding of each customer’s history and current interactions, facilitating more informed and efficient customer service. With the unified system in place, the limitations and inefficiencies of Coronation Registrars’ previous fragmented approach were eliminated. Agents could now navigate seamlessly between open cases, ensuring continuity and preventing any loss of progress. This enhancement significantly improved the response time to customer complaints and inquiries, reinforcing the company’s commitment to delivering timely and effective customer support. Reliance Market Differentiation Reliance Infosystems has consistently prioritized assisting customers in leveraging digital technology to transform their operations. Our commitment to creating reliable partnerships drives the achievement of collective objectives, setting us apart as a trusted digital innovation enabler. Our strong stance in the marketplace is further solidified by our expertise in helping organizations capitalize on cloud opportunities and Microsoft Dynamics 365 technology offerings. By providing tailored solutions and strategic alignment engagements, we ensure that our clients can effectively address their unique challenges and optimize their business processes. This commitment has been recognized through accolades such as the Business Transformation Provider of the Year for Nigeria, which we earned in September 2023. Additionally, our prolonged expertise is evident through our multi-country presence and multiple wins of the Microsoft Partner of the Year Award. Reliance Infosystems’ differentiation lies in our dedication to assisting customers in harnessing digital technology to achieve operational excellence and drive success in their respective industries. Engagement with Microsoft Securing Coronation Registrar’s business was a significant milestone for Reliance Infosystems in establishing itself as a trusted partner for Customer Relationship Management (CRM) solutions within the prestigious financial services sector. Our strategic collaboration with the Microsoft team, particularly with Oluwaremileku Olowu (Oluwaremilekun.Olowu@microsoft.com), provided much-needed support in our conversations with the customer. Reliance Infosystems organized and conducted envisioning sessions to understand Coronation Registrar’s specific requirements and challenges. We actively engaged with stakeholders to ensure the alignment of objectives and showcased the capabilities of Microsoft Dynamics 365 through solution demonstrations. Furthermore, our advanced specialization in Change and Adoption Management, coupled with our expertise in Business Application, played a crucial role in building trust with the finance institution. This demonstrated our competency to deliver intelligent automation solutions tailored to Coronation Registrar’s needs, reinforcing our position as a reliable and capable CRM solution provider in the financial services sector. Unpack The Complexities Coronation Registrar’s absence of a unified customer view significantly impacted their business activities. Without a holistic view of customer interactions, the financial institution struggled to gain a complete understanding of customer touchpoints. Utilizing disparate systems to engage with customers led to fragmented data, making it challenging to comprehend customer needs and preferences. This hindered efforts to personalize services and effectively address customer issues. The fragmented data further complicated the generation of comprehensive insights, resulting in poor customer satisfaction due to issues such as slow response times to complaints. To address these challenges, Reliance Infosystems emphasized strategic alignment engagements. This approach focused on a deep understanding of the client’s specific environment and challenges before proposing tailored solutions. Key stakeholders including management and business users’ goals and overall experience were prioritized for the solution implementation. Furthermore, the success of the implementation hinges on employee adoption of the new system. Reliance Infosystems provided initial training and ongoing support to ensure staff utilize the new tools effectively. By offering comprehensive training on the new system employees are equipped to easily understand the solution functionalities, and benefits, adapt to the changes, and address any challenges they encounter. Dynamics 365 Integration Capabilities Dynamics 365 Customer Service was integrated with Coronation Registrars’ existing systems, allowing for a cohesive and efficient operational environment without the need for a complete overhaul of their current infrastructure. Coronation Registrars employs Process Maker and HoduCC to manage their customer interactions, and Reliance Infosystems played a crucial role in enhancing their capabilities. By exploring and implementing potential integrations between Process Maker, HoduCC, and Dynamics 365 Marketing, Reliance Infosystems provided added value to Coronation Registrars. This integrated approach created a more streamlined workflow for Coronation Registrars, enabling them to leverage the combined strengths of these platforms. The integration facilitated seamless data flow, improved process automation, and enhanced customer engagement strategies, thereby optimizing the overall efficiency and effectiveness of Coronation Registrars’ customer management processes. Project Impact For immediate impacts, the centralized system has eliminated the need to chase information across different channels, resulting in faster resolution times and enhanced customer satisfaction. With the implementation of multi-channel support, Coronation can now offer a more seamless experience for customers. Efficient assistance is provided through various channels such as phone, email, and web chat, leading to increased customer satisfaction and potentially fewer escalated issues. The unified customer view provided by the new system offers Coronation Registrar a real-time picture of all customer interactions. This enables them to identify trends, anticipate customer needs, and proactively address potential issues. Projected Impacts By streamlining processes and eliminating manual tasks, the organization can increase efficiency and free up staff time to focus on higher-value activities. This can lead to overall operational efficiency and potentially reduced costs. Access to comprehensive customer data and insights enables more informed business decisions. The organization can identify areas for improvement, optimize marketing campaigns, and personalize customer service strategies. Providing a better customer experience and resolving issues efficiently can increase customer retention and loyalty. This improvement in customer satisfaction can translate to increased revenue and a stronger brand reputation in the long run. Similar Stories view all

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