240+
Salons covered by the launch of the global solution.
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Central CRM for sales and customer service in over 10 markets.
An international manufacturer of plastic logistics solutions has implemented Microsoft Dynamics 365 Sales and Customer Service , streamlining sales, quoting, and customer service processes. The solution provided a more comprehensive picture of customer relationships and real-time access to key metrics.
Customer
International manufacturer of plastic logistics solutions.
Industry
Industrial production / logistics / plastics
Scale
Over 10 European markets • 60 users • 2 years of implementation
Implementation Time
2 years
Products
Microsoft Dynamics 365 Sales • Microsoft Dynamics 365 Customer Service • Microsoft Power Automate
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The Challenge
The Challenge
The lack of a central CRM made it difficult to manage contacts, offers and customer history, and limited the analysis of sales and service effectiveness in many markets.
Sales and service teams did not work in a single, cohesive environment. Information about customers and offers was fragmented, and relationship history was not easily accessible. The lack of integration with other systems limited the ability to analyze results and compare operational efficiency across markets. The project's goal was to create a common CRM environment that would integrate sales and service processes and prepare the organization for ERP integration.
No common CRM
Contacts, offers and customer data were not managed in a single system.
Limited customer history
Teams had difficulty accessing the full context of previous interactions.
Lack of integration
Distributed systems made it difficult to analyze sales and customer service.
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Results
Faster quotations and a more complete customer picture.
-35%
shorter offer preparation time
60
users of common CRM
10+ markets
common sales and service model
Live KPI
current insight into sales and service
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Solution
Our Role
Why is that?
The goal was to create a single CRM environment for sales and customer service and unify processes across markets.
We have implemented Dynamics 365 Sales and Customer Service and we automated selected processes using Power Automate We also prepared a concept for integration with ERP.
- central CRM for sales and service
- shared customer history
- automation of service requests
- standardization of the bidding process
- real-time access to KPIs
- ERP integration concept
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How to Get Started
Course of Events
Workshops with teams
We conducted workshops with sales and customer service teams to understand process differences and local needs.
Process analysis
We identified key customer touchpoints, process gaps, and areas requiring standardization.
Proposed Solution
We have developed a map of target processes and a concept for integrating CRM with ERP.
CRM implementation
We have configured Dynamics 365 Sales and Customer Service in accordance with the specificity of the organization and user processes.
Automation and reporting
We have automated service requests and provided real-time access to sales and service metrics.
Stack and Scope
The project included the implementation of Microsoft Dynamics 365 Sales and Customer Service for 60 users in an international organization operating in over 10 European markets. Dynamics 365 Sales supports contact management, offers and the sales process, and Customer Service handling of customer requests and customer contact history. Microsoft Power Automate was used to automate selected service and operational processes. The project also included developing a target process model and an ERP integration concept. The total workload was 600 working days, and implementation took two years.
Implementation Time
2 years
Year
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Numbers, not slides
What Works for Clients Who Have Entrusted Their Entire Company to Us
Five end-to-end projects from various industries. The same Microsoft tools, different results—because the initial questions were different.
1 CRM
Shared data on customers, products, services and price lists.
45%
Shorter turnaround time for service requests.
6 regions
Common sales and reporting model.
-70%
Shorter offer preparation time.
1 CRM
Shared customer data, offers and service requests.
360°
Complete customer view for sales teams.
50%
Shorter offer preparation time.
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Next step
Not sure which service to start with? Let's talk.
Tell us about your organization, and we'll help you choose the solutions that best fit your processes, teams, and business goals.
