Initial situation
Our client manages a vast amount of data, including customer information, the entire product line, inventory management, sales prices, deliveries, and billing. It already uses aSage ERP that handles all aspects of accounting and financial management, as well as sales, distribution, and procurement.
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 solution Dynamics 365 CRM, implemented and customized by Lambert Consulting, was provided with connectors that enable integration with other applications currently in use, making all the data essential for the “effective management” of customer relationships accessible from a single location.
- Any information entered in theERP is synchronized directly with Dynamics 365 using the SageToCRM connector.
- A connector developed in collaboration with Optitools to enable tracking of carrier routes from
via the interface at Dynamics 365. - A connector developed in collaboration with Kendox (a tool for storing and archiving invoices and contracts) that allows users to open an invoice or contract in PDF format via the Dynamics 365 interface.
The Dynamics 365 tool was also customized:
- 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 consolidates customer data in a single location and thus enables 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 profiles, statistical data, lists of prospects, etc.).
- Alert system: alerts sent when contracts expire, volumes ordered drop, customers are blocked, etc.
- External access via Citrix and web interface.
- Integration and synchronization with Outlook: a familiar environment that’s easy to learn and use.
Dynamics 365 was extensively customized to address the business management challenges our client was facing. Starting with Dynamics 365, the company implemented an xRM (x Relationship Management) solution capable of managing any entity: from consumers to salespeople, from sales opportunities to projects, and from partners to suppliers.
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