1 CRM
Shared data on customers, products, services and price lists.
.svg)
Global standardization of retail and customer service in a single Microsoft ecosystem.
An international hearing aid manufacturer is replacing its fragmented sales and operational systems with a global solution based on Microsoft Dynamics 365 and Power Platform. A common technology model connects retail, customer service, POS, and ERP systems, enabling the gradual implementation of unified processes in additional markets.
Customer
An international group specializing in the production and sale of hearing aids.
Industry
Medical industry / manufacturing and retail of hearing aids.
Scale
Operations in 150 countries • 2,500 users at project scale
Implementation Time
3 years
Products
Microsoft Dynamics 365 Sales • Microsoft Dynamics 365 Customer Service • Microsoft Dynamics 365 Customer Insights – Journeys (Marketing) • Dynamics 365 Finance and Operations • Dynamics 365 POS • Microsoft Power Apps • Microsoft Azure
✦
The Challenge
The Challenge
An international organization operating in 150 markets was using multiple, independent applications for retail, customer service, and operations management. The lack of a common environment limited global reporting and process standardization.
Individual countries used their own sales, POS, and back-office systems, often based on outdated on-premise technologies that had lost manufacturer support. This fragmented environment hindered the development of a unified customer view, centralized marketing management, and the exchange of information between stores and ERP systems. The goal of the transformation was to create a global technological standard that could be implemented in additional markets while maintaining process consistency and the ability to adapt the solution to local business requirements.
A different system in each country
Local sales and back-office applications prevented global reporting and central process management.
Technology without a future
Outdated on-premise systems, lacking vendor support, limited development and integration opportunities.
Lack of a common customer image
Scattered data made it difficult to serve customers globally, coordinate marketing, and analyze retail operations.
.png)
✦
Results
One global standard for sales and customer service, implemented in new markets.
4 countries
CRM system based on Global Template launched.
500+
Users of the implemented CRM environment.
240+
Salons covered by the launch of the solution.
10 countries
With the Dynamics 365 ERP system running.
✦
Solution
Our Role
Why is that?
Instead of recreating local systems in subsequent markets, we focused on the Global Template – a common solution model enabling the phased implementation of sales and customer service processes while maintaining the local specificity of individual countries.
As part of an international transformation program, we were responsible for the development and phased implementation of a CRM solution based on Microsoft Dynamics 365 Sales and Power Platform. The system was integrated with the broader Dynamics 365 ecosystem, encompassing customer service, retail, and ERP. In practice, the scope included:
.png)
✦
How to Get Started
Course of Events
Analysis of local environments
We analyzed existing sales processes, CRM systems, and applications used in individual markets. We identified areas requiring standardization and the specific needs of the hearing aid industry.
Global Template Project
We have developed a common technological and process model based on Microsoft Dynamics 365. We have designed an architecture that enables the reuse of the solution during subsequent national implementations.
CRM implementation and integration
We implemented Dynamics 365 Sales and Power Platform, integrating the solution with the broader ERP, POS, and cloud applications environment via Microsoft Azure .
International rollouts
We gradually rolled out the solution to other markets. The CRM system was implemented in four countries, covering over 500 users, and the Global Template was adapted to local processes.
Competency development and scaling
We supported the development of the Power Platform environment by creating an internal competence center, allowing the organization to independently develop new applications and functionalities.
Stack and Scope
The project included the development of a Global Template based on Microsoft Dynamics 365 Sales, Customer Service , Dynamics 365 marketing solutions, and Power Platform. A common architecture connects retail, customer service, store management, and back-office processes. The CRM environment is integrated with Dynamics 365 Finance and Operations and POS solutions. The integration layer uses Microsoft Azure , while Microsoft applications Power Apps support processes specific to the hearing aid industry. Scale of launch: The CRM system operates in four countries and supports over 500 users. The solution has been launched in over 100 stores in Denmark, 80 in Germany, 50 in Japan, and, as a pilot, in 10 locations in the US. The ERP system is already operational in 10 countries.
Implementation Time
3 years
Year
✦
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.
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.
80
Users of the shared Dynamics 365 Sales environment.
✦
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.
