240+
Salons covered by the launch of the global solution.
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Common CRM for sales, service and customer care.
The Polish branch of the European leader in the sanitary products market has implemented Microsoft Dynamics 365 Sales and Customer Service as a common environment for sales and service. A central customer database, document automation, and integration with SmartFlow streamline the handling of leads, offers, and requests.
Customer
Polish branch of an international group in the sanitary systems industry.
Industry
Production / Sanitary Systems / Construction
Scale
90 users • 8 months of implementation
Implementation Time
8 months
Products
Microsoft Dynamics 365 Sales • Microsoft Dynamics 365 Customer Service • Microsoft Azure
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The Challenge
The Challenge
Parallel systems and distributed data made it difficult for sales and service to work together and limited the ability to conduct processes in accordance with the organization's global standards.
The organization lacked a single CRM system to support sales, quotes, and service. Customer data was fragmented, making local and regional analysis difficult. Quotes, requests, and confirmations were prepared manually, without a common tracking and automation mechanism. The project's goal was to create a central CRM environment that would connect sales and service and provide a shared customer history.
Distributed systems
Sales and service worked in different tools without a single CRM.
Manual processes
Offers and submissions were created without automation or central tracking.
Scattered data
The lack of a common database made it difficult to analyze customer history and activity.
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Results
Consistent sales, faster service and shared customer data.
1 CRM
shared sales and service environment
90
users of one system
1 base
shared customer data and history
No takes
less duplicate and outdated data
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Solution
Our Role
Why is that?
The goal was to combine sales and service in one CRM and reduce manual work on offers and requests.
We have implemented Microsoft Dynamics 365 Sales and Customer Service , we integrated the solution with SmartFlow and created a common database of customers and contact history.
- central CRM for sales and service
- lead and offer management
- handling of notifications and complaints
- integration with SmartFlow
- document automation
- shared customer history
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How to Get Started
Course of Events
Needs Analysis
We analyzed the needs of the sales and service teams, taking into account local processes and group standards.
Process mapping
We identified key customer touchpoints and areas requiring automation.
Proposed Solution
We have developed process maps and scenarios for sales, service and maintenance.
Implementation and integration
We launched Dynamics 365 Sales and Customer Service and we integrated the system with SmartFlow.
Launch and support
After implementation, the client benefits from our post-implementation support and further development of the environment.
Stack and Scope
The project included the implementation of Microsoft Dynamics 365 Sales and Customer Service for 90 users. Dynamics 365 Sales supports lead management, sales funnel and quoting, and Customer Service handling requests, complaints, and technical support. Integration with SmartFlow streamlined the creation of offers and confirmations, while a central customer database provided sales and service with shared access to interaction history.
Implementation Time
8 months
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.
