240+
Salons covered by the launch of the global solution.
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Global sales and service transformation in 35 countries.
A global manufacturer of industrial paints replaced its on-premises CRM system with a modern Microsoft Dynamics 365 environment. The project included standardizing sales and customer service processes, migrating data to the cloud, and integrating with production and logistics systems.
Customer
Global manufacturer of industrial paints for marine, infrastructure and industrial applications.
Industry
Industrial production / paints and protective coatings.
Scale
35 countries • 700 users
Implementation Time
2.5 years
Products
Microsoft Dynamics 365 Sales • Microsoft Dynamics 365 Customer Service • Microsoft Dynamics 365 Customer Insights • Omnichannel
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The Challenge
The Challenge
The local CRM system no longer matched the organization's global scale. It limited sales and service development, hindered integration with marketing, and prevented consistent reporting of results across countries.
The organization used a local, on-premises CRM system, which generated high maintenance costs and limited scalability. Marketing tools operated outside of CRM, and sales and service processes varied across countries. Migrating data from multiple distributed systems and integrating the new solution with the existing production and logistics environment posed additional challenges.
CRM as a bottleneck
The local on-premise system limited the development of sales and service and generated high maintenance costs.
Inconsistent processes
Different sales and customer service models across countries made global reporting and comparison of results difficult.
Scattered data
Customer, marketing and sales information was distributed across different systems and locations.
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Results
Consistent sales and service in 35 countries.
45%
shorter service request handling time
35 countries
joint sales and service process
1 CRM
central customer data and global reporting
Cloud
lower infrastructure maintenance costs
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Solution
Our Role
Why is that?
The aim of the project was to create a single global CRM environment that would replace the on-premise system and allow for the unification of sales and service processes across all markets.
We have implemented Microsoft Dynamics 365 Sales and Customer Service We also migrated the data to the cloud. We integrated the solution with existing production and logistics systems.
- standardization of sales and service processes
- data migration to central CRM
- Dynamics 365 Sales implementation and Customer Service
- integration with production and logistics systems
- Omnichannel launch
- centralization of reporting and customer data
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How to Get Started
Course of Events
Analysis
We identified differences between countries and areas requiring optimization in sales, service and customer care.
Proposed Solution
We designed a common process model and architecture for the target Dynamics 365 environment.
Migration to the Cloud
We transferred data from distributed systems to a central CRM solution, ensuring their integrity and consistency.
Implementation and integration
We launched Dynamics 365 Sales and Customer Service and we integrated the solution with production and logistics systems.
Global rollout
Standardized sales and service processes have been implemented in 35 countries, ensuring a common operating and reporting model.
Stack and Scope
The project encompassed a global transformation of sales and customer service processes for 700 users in 35 countries. Microsoft Dynamics 365 Sales and Microsoft Dynamics 365 were implemented. Customer Service , and data was transferred from distributed systems to a central cloud environment. The new solution was integrated with production and logistics systems. Dynamics 365 Customer Service Omnichannel enabled multi-channel customer service, and the standardization of processes ensured global comparability of results.
Implementation Time
2.5 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.
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.
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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.
