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.
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