MJH Group

Since 1987 MJH Group has been helping customers build their dream home. From humble beginnings in Newcastle, New South Wales, MJH Group has grown into the largest homebuilder in New South Wales and harbours ambitions to be in the top five homebuilders in Australia.

 

Brett Wilson, chief information officer, says over the next five years the organisation has its sights set on providing customers with an unbeatable experience. And while the company already benefits from a robust reputation in New South Wales, it understands there is no room for complacency and that it needs to transform to ensure its future is successful.

 

Wilson explains the foundations for this success are being laid with an integrated yet flexible information systems platform, Microsoft Dynamics 365, which is being rolled out to serve the business and deliver value for customers. It simultaneously promises the scalability and agility the organisation needs to fulfil its growth and service ambitions.

 

“We used to live within email and it was really weighing us down. Achieving clarity about the hand off point between teams, engaging with customers and targeting our communications to them or providing comprehensive enterprise-wide vision for senior management proved a significant challenge,” said Wilson.

 

As a customer focused organisation, it was crucial to get a system that meets customers’ growing expectations of instant communication and rapid service. “The customer is always front and centre for us. This drove our decision to implement Microsoft Dynamics 365 for Sales (CRM) first, to simplify our complex environment, automate manual processes and give our staff a single view of the customer.”

 

“We recognise the importance of data and are investing in it with a deep data strategy to transform our customer experience. The result we want to achieve is that when clients visit the website, or come into the office or visit a display home over the weekend, we can bring up their data on the screen with the most succinct and relevant view of who they are and our relationship with them.”

 

“In many respects, that’s been the cornerstone for us, that we’re able to consolidate disparate information into a very clean, crisp, view,” Wilson adds.

“The customer is always front and centre for us. This drove our decision to implement Microsoft Dynamics 365 for Sales (CRM) first, to simplify our complex environment, automate manual processes and give our staff a single view of the customer.”
Brett Wilson, CIO, MJH Group

The organisation is working with Microsoft Dynamics 365 partner Sable37 to build an integrated platform that supports its growth ambitions. “We wanted to find a partner that was focussed on the homebuilding industry and understood the Microsoft ecosystem really well,” said Wilson.

“We felt confident that the service and delivery we would receive from Sable37 would be far superior given their experience and focus on our industry.”

Moving to a cloud-based solution was a business-driven decision for MJH Group, predominantly based on the speed of the market they are operating in. “We consider Microsoft Dynamics CRM to be the enablement piece, which will flow into Click Dimensions, which will enable marketing automation and Talent, to create an integrated onboarding and recruitment system.”

“We felt confident that the service and delivery we would receive from Sable37 would be far superior given their experience and focus on our industry.``
Brett Wilson, CIO, MJH Group

“Customers’ expectations on how we engage with them has changed radically over the last few years. Dynamics 365 will give us the ability to improve the business internally with automated processes, data-driven insights and integration across functions. The great advantage of an integrated end-to-end system is that it will allow us to focus on delivering value to customers, instead of worrying about IT systems and customisations,” he adds.

 

MJH Group recognises that buying a home is one of the biggest purchases that their customers will make in their lives and the business is focused on making that journey as smooth as possible. “We see our investment in technology as an opportunity to help customers purchase their dream home as seamlessly as possible. Not only do we want to empower staff with a single customer view, so they can help customers quickly and efficiently but we want to use our data to help customers make decisions. Whether its providing daily updates on their home build, or giving them the option to select tiles or paint colours, or signing contracts on the weekend without coming into the office, its about creating a seamless experience so they can recommend us to others,” Wilson concludes.