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Dynamics 365 CRM

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Initial situation

Our customer, a large financial services company, was experiencing major difficulties in managing its customer relationships. Sales and support processes were fragmented, customer data was scattered across multiple systems, and interaction tracking was inefficient. The result was lost productivity, declining customer satisfaction and an inability to fully exploit customer data for in-depth analysis.

Goal

The client's objective was to centralize all customer information in a single, integrated system, automate sales and support processes, and use artificial intelligence to improve the personalization and responsiveness of customer interactions. The ultimate goal was to increase customer satisfaction, reduce operating costs and maximize cross-selling and up-selling opportunities.

Concept

To meet the customer's needs, we designed a solution based on Dynamics 365 CRM integrating artificial intelligence, Power Platform and Copilot functionalities. Here are the main elements of the project:

  1. Centralization of customer data: We migrated all customer data to Dynamics 365 CRM, creating a centralized, unified database. This gave us a complete, 360-degree view of every customer.

  2. Process automation: We implemented automated workflows for sales and support processes. For example, incoming leads were automatically assigned to the appropriate sales people, and support tickets were automatically classified and distributed.

  3. AI integration: Thanks to Dynamics 365's artificial intelligence capabilities, we've implemented chatbots to handle first-level support requests, product recommendations based on purchase history and customer preferences, and predictive analytics to identify cross-selling opportunities.

  4. Using Power Platform: We leveraged Power Platform, including Power BI, Power Apps, Power Automate and Power Virtual Agents, to create customized applications, automate workflows and analyze data in depth. For example, Power BI was used for interactive dashboards and analytical reports, while Power Automate helped automate repetitive processes.

  5. Copilot implementation: We integrated Copilot, Microsoft's intelligent assistant, to support the sales and support teams in their daily tasks. Copilot provided real-time suggestions, automated repetitive tasks and helped to write responses to customers, improving productivity and service quality.

  6. Training and support: We trained sales and support teams in the use of Dynamics 365 CRM, Power Platform and Copilot, ensuring rapid and effective adoption of the system.

Result

The results of the project have been impressive:

  • Increased productivity: Copilot's automated processes and support reduced lead and support ticket processing time by 40%, enabling teams to concentrate on higher value-added tasks.
  • Improved customer satisfaction: Thanks to more efficient management and personalized interactions, customer satisfaction has risen by +20% in six months.
  • Sales growth: AI-based product recommendations and the use of Power Platform led to a +10% increase in cross-selling and up-selling.
  • Cost reduction: Automation, chatbots and the use of Copilot have enabled us to reduce operational costs related to customer support by 30%.

This project demonstrated how a well-integrated CRM solution supported by artificial intelligence, Power Platform and Copilot can transform business operations, improve customer satisfaction and generate significant revenue growth.

We share your challenges, we accompany your changes

If you'd like to find out more about how Lambert Consulting can help you transform your customer relationship management with advanced CRM solutions and artificial intelligence, please don't hesitate to contact us.

+41 21 806 37 15
info@lambertconsulting.ch

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Initial situation

The customer was struggling with an aging telephony system and contact center that no longer met their needs and requirements. They were looking for a more stable and robust solution, a teleworking-friendly telephony system, a modern call recording system, and advanced customer service features.

The choice fell on Nimbus Luware, mainly because of its perfect integration with Microsoft Teams, already used internally for collaboration.

Goal

The customer was looking for a more reliable and flexible telephony solution, capable of adapting to their rapid growth and changing needs. Their main motivations were:

  • A virtual phone client for teleworking.
  • A modernized call recording system.
  • Advanced features for on-call and customer service.

Concept

We recommended the use of Microsoft Teams in conjunction with Direct Routing to provide a unified telephony solution. This configuration enables users to make and receive calls directly via their Teams clients, whether on PCs, smartphones or IP phones.
To go a step further and meet the specific needs of the customer's contact center and picket management, we proposed integration with Nimbus Luware. This tool offers advanced IVR management and sophisticated incoming call handling. Well integrated with Microsoft Teams, this solution enables intuitive call management and provides real-time statistics for continuous monitoring and improvement.

Our proposal was structured around the following stages:

  1. Needs assessment and technical audit: Review of existing Mitel configuration, including IVR and call queues.
  2. Planning and design: Development of a migration plan aligned with the customer's specific needs.
  3. Migration Basic functionalities: Installation of the necessary configurations and transfer of agent profiles.
  4. Integration with Dynamics 365: Adaptation of the solution for integration with Microsoft Dynamics 365 On-Premise using Power Automate workflows, also paving the way for a future migration to cloud.
  5. Migration to Teams Phone via Direct Routing: Requirements for implementing telephony in Teams.
  6. Testing and Validation: Ensuring that all systems are fully operational.
  7. Training and Support: Preparing teams for the new environment.
  8. Final deployment and follow-up: After customer approval, full deployment and follow-up period to assess performance.

CHALLENGES

One of the biggest challenges was migration the numerous custom configurations and IVR scripts from the Mitel system to Luware. Particular care was needed to ensure that all use-cases were correctly transferred and tested before migration. Complex functionalities such as callback, autonomous blacklist management, the ability to close queues easily, as well as the management of picket detour via a dedicated site, were implemented. SharePoint have been implemented.

Result

Thanks to rigorous planning and meticulous execution, migration was successfully completed, with no impact on the customer's day-to-day operations.
The customer now benefits from a more robust, scalable contact center system, integrated with their other tools. The savings achieved by centralizing the system and optimizing call flows have also been significant.
The success of this project has underlined our ability to deliver quality solutions tailored to the complex needs of large enterprises.

We share your challenges, we accompany your changes

If you have a question or a suggestion, we are at your disposal to answer it by email or by phone.

+41 21 806 37 15
info@lambertconsulting.ch

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Initial situation

Our client manages a multitude of data including customer information, product range, stock management, sales prices, deliveries and invoicing. They already use a Sage ERP system that handles all accounting and financial management, sales, distribution and procurement functions.

Goal

In order to improve the quality and loyalty of its customers, the client would like to use a tool that would allow it to centralise, in one place, all the data relating to its customers in order to have a global view at any time. Each employee will thus be able to access the specific data of each customer (contract, products ordered, delivery times, invoices, etc.).

This will save a lot of time and increase the efficiency of the teams.

Concept

The Dynamics 365 CRM solution, implemented and customised by Lambert ConsultingThe Dynamics 365 CRM solution, implemented and customised by the company, was supplied with connectors to link with other applications currently in use, so that all the data required for "good management" of customer relations can be accessed from the same location.

  • All information entered in the ERP is synchronised directly with Dynamics 365 thanks to the SageToCRM connector.
  • Connector developed with Optitools to allow tracking of carriers' routes from
    the Dynamics 365 interface.
  • Connector developed with Kendox (tool for storing and archiving invoices and contracts) allowing a user to open an invoice or a contract in PDF format via the Dynamics 365 interface.

A customisation of the Dynamics 365 tool also took place:

  • Multilingual tool and fields adapting to the different languages used by the sellers.
  • Many forms and dashboards have been developed. Each time a new customer is created, a registration form for this type of customer is generated directly. For the dashboards, the creation is done according to the activity of the employees: for example, the "sales" receive the lists of prospects and the sales department is warned, by alert systems, of the expiring contracts.
  • Customisation of document management tools

Result

  • 360° view of the customer: optimisation of customer relationship management. 
  • Increased employee efficiency: work is made easier by the implementation of Dynamics 365, which brings customer data together in one place and allows for contract tracking and history.
  • Customer retention: ensuring problem resolution and consistency of response to the first contact in order to retain the company's customers by providing a quality service.
  • Time saving: important when searching for documents (avoids numerous entries and different navigations between the various tools). 
  • Document management: information is better organised and shared between the various departments of the company.
  • Reporting: Export and print various reports (customer files, statistical data, prospect lists,...).
  • Alert system: alerts sent when contracts expire, volumes ordered drop, customers are blocked, etc.
  • External access via Citrix and web interface.
  • Integration and synchronisation with Outlook: familiar environment, easy to learn and use.

Dynamics 365 was highly customised to address the business management issues our client was facing. Starting with Dynamics 365, the company obtained an xRM (x Relationship Management) that allows to manage any entity: from consumer to vendor, from opportunity to project, from partner to supplier.

We share your challenges, we accompany your changes

If you have a question or a suggestion, we are at your disposal to answer it by email or by phone.

+41 21 806 37 15
info@lambertconsulting.ch

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Initial situation

Our client needed to manage all their patient files but had no professional tools to allow them to have a complete follow-up of a file.

This caused too much slowness due to problems with synchronisation of information, numerous errors and a backlog of paperwork.

Goal

The aim was to optimise the management and follow-up of customers and to have a clear process.

Concept

There was a need for a tool that included the functionality of the Infopath "Patient File" document as well as the implementation of a workflow system and the development of specific reports.

The Dynamics 365 CRM solution, implemented and customised by the team Lambert ConsultingThe Dynamics 365 CRM solution, implemented and customised by the team, optimises client management and follow-up: all the patient's information is gathered in the same place. All e-mails exchanged between doctors, secretaries and coordinators are also linked to the patient so that they can be accessed quickly and easily.

The Dynamics 365 CRM solution has a major impact on the coordination department: the coordinators can standardize their work, for example, by using a common price list or by reusing existing quotes to save time. With Dynamics 365 CRM, the customer benefits from a tool that provides a clear process from the discovery of an opportunity to the acceptance of the offer.

Result

  • A 360° view of the patient: thanks to Dynamics 365 CRM, all the data necessary for the good management of the customer will be grouped together, in one place; whether it is information on his consultation/hospitalization or the type of stay of the patient with his complete card.
  • Customer loyalty: Knowing how to best satisfy the customer by responding to their requests as accurately and quickly as possible.
  • Increased delegate efficiency: Work is made easier by the implementation of Dynamics 365 CRM bringing all customer data together in one place to ensure contract tracking and history.
  • Ease of use: The Dynamics 365 CRM solution is accessible to everyone and is presented in a familiar environment (Outlook).

We share your challenges, we accompany your changes

If you have a question or a suggestion, we are at your disposal to answer it by email or by phone.

+41 21 806 37 15
info@lambertconsulting.ch

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