Case Study: Metricon achieves $500K+ savings and streamlined customer interactions with Microsoft Dynamics 365

Construction leader saves more than $500,000 and empowers customer interactions with integrated platform

Metricon Homes, one of Australia’s largest home builders with about 1,100 staff, faced rapid growth and a surge in online enquiries that exposed fragmented lead data, limited customer visibility, ad-hoc service and warranty processes, and the complexity of coordinating more than 3,500 subcontractors across a six- to nine-month sales cycle. The company needed a customer-centric, Microsoft-aligned platform to centralise leads, automate workflows, improve after-sales service and enable more targeted marketing.

Metricon implemented Microsoft Dynamics (Dynamics 365 for Customer Service / Dynamics CRM) integrated with its .NET sales system and mobile field tools, rolling the solution out in phases largely in-house. The platform delivered centralized lead management, automated warranty and defects handling with on-site iPad capture, integrated HR functions and richer 360° customer insights—yielding faster resolution, better marketing and more efficient operations and saving the business more than $500,000 in combined administrative, licensing and HR costs.

Metricon

Ivica Orsolic

Chief Information Officer