More than a supplier: Softcat’s end-to-end support for William Purves
Project at a Glance
Softcat helped William Purves modernise both their customer service operations and their finance/HR systems. By implementing HaloITSM for customer interactions and coordinating a rapid deployment of Microsoft Dynamics 365 Business Central through Dogma Group, Softcat delivered seamless improvements across customer experience, internal workflows and operational continuity.
The Finance & HR system was deployed, restoring business‑critical operations
Halo cards used across departments, reducing admin load
Challenge
William Purves, a dedicated family-run business known for its compassionate service, recognised opportunities to further enhance both their customer engagement and internal operations. Their existing customer service processes, while carefully managed, sometimes led to staff having to reconfirm customer details - a challenge in such a caring environment. Eager to continue providing exceptional support to families and colleagues alike, William Purves looked for reliable, up-to-date systems that could be implemented smoothly and without disrupting their high standards of care.
Critical Success Factors:
1
Unified Customer Engagement
A CRM solution that could unify customer interactions across offices while preserving a personal touch.
2
Rapid Finance & HR Deployment
A finance and HR platform that could be rapidly deployed to replace the legacy system and restore operational continuity.
3
Insight‑Driven Partnership
A partner who could act quickly, understand the business’s unique needs, and deliver tailored solutions with minimal disruption.
Solution
Softcat introduced HaloITSM to unify customer interactions, provide a complete view of each client’s journey and create a more empathetic, consistent service experience. The platform was tailored to funeral planning workflows and integrated with the phone system for instant customer context. Softcat also partnered with Dogma Group to rapidly deploy Microsoft Dynamics 365 Business Central, replacing the failed finance and HR system with a modern, cloud-based platform that automated key processes and added employee self-service capabilities.
- HaloITSM configured for funeral planning workflows, customer service and stock management
- Integration with phone systems for real-time customer data access and improved call handling
- Dogma Business Central platform deployed rapidly to replace legacy finance and HR systems
Results
Customer experience became more seamless, with staff now able to quickly access client history and reduce repeated conversations for grieving families. Internal workflows were streamlined as Halo replaced scattered email chains and manual tracking, and real-time stock management improved headstone inventory accuracy. The new finance and HR platform restored operational continuity, modernised processes and gave staff easier access to payroll and personal information. Softcat’s ongoing support ensured the solutions were delivered quickly and tailored effectively.
- Improved customer experience through unified CRM and personalised communication
- Streamlined internal workflows and reduced administrative burden
- Enhanced stock visibility and operational efficiency in headstone management
In terms of being able to pull the data and things like that, it's much better, it's much quicker; customers are getting a better service without the solution being intrusive on the experience.
Shaun Donaldson
IT Manager at William Purves