Elite Dynamics, a leading provider of IT solutions to the park & marina industry, has expanded its reach to sign up its first holiday home manufacturer – Pemberton Park & Leisure Homes.
It’s a move that now sees Elite Dynamics’ solutions transcend across the holiday home and parks industry; from manufacturer, to supplier, to park operator.
Wigan-based Pemberton Park & Leisure Homes have become the first manufacturer to implement the new ‘EliteManufacturers’ product. Built on Microsoft Dynamics 365 Customer Engagement, they will also be able to utilise other practical additional Microsoft tools to work with the solution.
‘EliteManufacturers’ is an all-in-one operational platform for Sales, Marketing, Customer Service and Field Service, and has the ability to seamlessly integrate with any existing warehousing software.
Using cloud-based, mobile-enabled software powered by the latest Microsoft Dynamics technology, Pemberton staff across all areas of the business will have real time access to customer aftersales analysis, real time reporting information and real time engineer job allocation while they’re out in the field. In addition, ‘EliteManufacturers’ will give Pemberton’s holiday park customers access to their own personalised portal to manage aftersales.
‘EliteManufacturers’ has been designed specifically to improve the way manufacturers and suppliers work, improving communication and relationships with customers – from initial design stage, to shop floor production and after-sales service.
The sheer volume of people holidaying within the UK has driven demand for caravans and holiday homes to a record high in 2021. Manufacturers work around the clock to keep up with growing waiting lists from holiday and residential parks, as well as direct customers.
Jamaine Campbell, MD at Elite Dynamics, said: “To be working with a holiday home manufacturer, like Pemberton, is the next piece of the jigsaw for us. So we’re excited to see how our solutions can help all areas of the industry come together, to deliver an all-round first-class service.
“The demand on manufacturers has never been as high, so it’s crucial for the technology to be on-point to ease any pressure, particularly across busy customer service and aftersales teams. Pemberton are building hundreds of units a year so they need to be able to manage workload, manage engineers and manage aftersales, with automated communication triggers that can be sent to customers, suppliers, field engineers and back-office teams. They also need the tools to easily and efficiently analyse how they are performing and monitor customer satisfaction, which can be collated using automated surveys. ‘EliteManufacturers’ manages the delivery journey from start to finish.”
The Elite team’s many years’ experience working within the holiday park industry, has helped them design a solution that works for both the manufacturer and the park operator. Andrew Blackie, Microsoft Dynamics 365 Lead Consultant at Elite Dynamics, spent 18 years working in park management prior to joining Elite Dynamics. He added: “I’ve been on the other side of the fence dealing with manufacturers, so I could provide Pemberton with useful advice on the best way to utilise ‘EliteManufacturers’ from an industry perspective, as well as a technical perspective.
“Our CRM solution takes Pemberton’s customer service to a whole new level, with real time reporting and analysis, and effective aftersales service. The brand-new portal lets customers log in, see their cases, log new cases, and even upload photos so they always know what’s going on and what to expect, without having to make or wait for phone calls or email updates.
“EliteManufacturers ensures the same quality of care and attention to detail that Pemberton is known for putting into their holiday homes, is consistently carried through the entire customer journey.”
Tom Foster, IT Manager at Pemberton Park & Leisure Homes, said: “Being in the industry, we were already aware of the services Elite Dynamics provided to holiday parks. So when they were launching specific products for manufacturers, we wanted to be first to find out more.
“The biggest pull for us is being able to manage and automate our aftersales service. By moving away from paper-based systems to bring everything together in one portal for internal teams, engineers and customers, we are improving processes and really delivering on customer service. Added to that is the wealth of data the software provides to enable us to analyse and report on our performance at any time. So, if we want to know how long it took to close a specific case or to get an engineer out, the information is instantly available.”
