HRV is one of the best-known names in home heating, ventilation and cooling. Trusted by New Zealanders to keep their homes comfortable and dry, HRV employs over 600 personnel in this country alone.
When HRV sought to move its customer relationship management (CRM) solution first to on-premise Microsoft Dynamics 365 and then into the cloud, it was hindered by two applications originally written in Microsoft Silverlight.
Jeff Hart, director of strategy at HRV explains the rationale behind the shift into the cloud: “We are eliminating the need for large upgrade projects in the future and [with Dynamics in the cloud] will now have access to the new features immediately as they are released by Microsoft.”
The application, Resource Calendar and Commissions, is critical to HRV’s business and was deployed in an on-premise architecture.
The inability to use the application on any device and any browser significantly impacted user productivity on the one hand. On the other, because it interacted closely with HRV’s existing legacy CRM solution, it was an obstacle to the company’s implementation of Dynamics 365; it wouldn’t even work with the on-premise version, let alone the cloud version to which HRV ultimately wanted to migrate.
Furthermore, with Silverlight decommissioned in 2013, the application was resting on an unsupported legacy technology.
HRV engaged Lancom to rewrite the legacy application and render it ‘cloud ready’; first, the modernised Resource Calendar and Commissions would initially enable the upgrade to the Dynamics 365 on-premise package, setting the scene for the ultimate migration into the cloud for the customer management solution.
The brief asked that the modernised app be sustainable, ‘in support’, accessible by any device from anywhere, and built using the latest Microsoft cloud technologies.
After assessing the applications, Lancom opted to use a modern application stack of Angular, C#, .Net Framework, SQL Server 2016, Microsoft Azure hosting web/application servers and Microsoft Azure Application Insights to provide telemetry.
Probably the best indication of success is in the numbers: today, HRV’s information assets include 1.6 million properties and 1.2 million contacts within Resource Calendar and Commissions. All its business operations are built on Dynamics CRM and the supporting custom application delivered by Lancom, which integrate to various parts of the business.
These integrations include automation for diallers that pick up campaign data and connect HRV agents to humans, data warehousing and BI, Commissions Platform, and integration between Dynamics CRM and the company’s Dynamics NAV solution via Scribe.
The successful rewrite of the application essentially facilitated the move to cloud Dynamics 365 for HRV. It also delivered highly-desirable mobility and browser independence, allowing the company’s nationwide staff complement to easily access the information required to do their work on the go.
This outcome has relieved HRV of technical debt while providing better tools for employees. “And we now have a scalable platform which provides us with greater speed to market,” concludes Jeff Hart.