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Case Story: Constructora Bolívar's Journey with
Microsoft Dynamics 365 Sales
For 39 years, they have fulfilled the investment, development, and homeownership dreams of over 165,000 families who have trusted them.
Founded in 1983 as “Construcciones, Estudios y Proyectos S.A. CEPSA,” with Grupo Bolívar's support, they dreamed of building quality homes for thousands of Colombian families. This dream became a reality as they established themselves as a specialized company in the real estate sector.
In 1994, they changed their name to Constructora Bolívar. Since then, their experience and trajectory have specialized in designing, managing, constructing, and selling homes for all social strata. This approach has allowed them to contribute to social equity and improve Colombians' quality of life.
In their 39-year history, they have taken on significant challenges and celebrated substantial achievements, allowing them to impact thousands of people positively.
Constructora Bolívar not only builds homes but also actively works to build a more sustainable and equitable future for all
However, for Constructora Bolívar, the process doesn't end with the delivery of the home. Another notable example of Constructora Bolívar's commitment to society is the “En Conjunto” program, which promotes community life improvement and the well-being of families residing in projects built by the company. For over two decades, this program has turned neighbors into friends, fostering coexistence, security, and sustainability in residential complexes.
Constructora Bolívar has positively impacted over 500,000 residents nationwide through strategic partnerships with public and private entities. Their comprehensive approach includes providing tools to create friendly spaces, promote coexistence, and encourage honesty within the community. Additionally, they offer training on key topics such as Horizontal Property Law and environmental management.
They have implemented a digital tool that enables the exchange of goods and services among neighbors, and to date, more than 30,000 successful transactions have been conducted through this platform.
With over 16,000 direct and indirect employees, Constructora Bolívar envisioned comprehensive, sustainable, and high-value-added solutions. To achieve this, the company embarked on a technological renovation journey aligned with its vision and mission. Their technological transformation began with implementing Microsoft Dynamics 365 Sales and Dynamics Marketing, resulting in a 50% increase in their conversion rate. Additionally, they achieved:
• Timely and high-quality creation of records
• Tracking of potential customers based on market segment and purchasing needs
• Optimization of advertising channels and media, allowing for evaluation of marketing investments
• Precise information for the marketing team to generate campaigns tailored to each population's characteristics.
Power Apps
Power
Automate
This transformation extended significantly to Customer Service, Omnichannel, and additional platforms like Power Virtual Agent, Power Apps, Power Automate, Power BI, and Azure Synapse.
The implementation of Omnichannel for Customer Service allows them to communicate with their clients through WhatsApp, SMS, and Twitter. This has led to a 25% reduction in chat channel interactions, significantly increasing agent productivity by enabling real-time monitoring of response times, lost interactions, and response quality. Moreover, it provides precise and timely customer information, as the system maintains historical and ongoing data of each interaction, opportunity, and business.
Bolivar also uses Portals in Dynamics 365 Customer Experience extensively with their clients.
This comprehensive approach integrated various systems and processes, streamlining operations and enhancing efficiency.
The customer has over 1,000 licenses for their 1,500 internal employees. As such, approximately 4 out of every five employees use Microsoft Dynamics 365 in some form or another.
Main Scope
The implementation initially lasted around 18 months and involved several integrations, notably with the virtual model system and the organization's accounting system. Continuous renewal cycles ensured that Constructora Bolívar remained at the forefront of technological advancements, with approximately 300 requirements implemented each year.
Constructora Bolivar reaches customers through various channels, including physical sales rooms, housing fairs, virtual platforms, dedicated sales channels for international clients, and comprehensive customer service channels. From identifying potential clients to registering interests, generating opportunities, quotations, orders, and managing post-closing processes such as paperwork, promises, deeds, and payment plans, Constructora Bolívar's entire sales and fulfillment process was seamlessly managed within Dynamics 365 CRM, Microsoft Power Platform and Power Automate.
Similarly, customer service processes, property handovers, parking allocations, key distributions, and correspondence were all efficiently managed within the CRM platform.
Though Constructora Bolívar had considered alternative CRM solutions like Salesforce, they found Dynamics 365 CRM to be the ideal choice due to its flexibility and scalability. Moreover, migrating their highly customized processes to another platform would have been costly and challenging.
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