2 modules
Sales, patient care, and service all in one solution.
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The entire customer journey. 20–30% of time saved.
The SECO/WARWICK Group has consolidated its marketing, sales, customer service, and field service operations on the Microsoft Dynamics 365 platform. Thanks to shared data and automation, employees are saving as much as 20–30% of the time they previously spent searching for information.
Customer
SECO/WARWICK Group
Industry
Industrial Manufacturing • Heat Treatment Technologies
Scale
70+ countries
Implementation Time
1.5 years
Products
Microsoft Dynamics 365 Sales • Microsoft Dynamics 365 Marketing • Microsoft Dynamics 365 Customer Service • Microsoft Dynamics 365 Field Service • Microsoft Power BI • Microsoft Power Apps • Microsoft Power Pages
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The Challenge
The Challenge
As the SECO/WARWICK Group expanded its operations, it became increasingly difficult to obtain a complete and up-to-date picture of customer relationships. Sales, product managers, and order fulfillment teams were working with different data.
As Sławomir Wachowski, Director of the Automation Department, explains, searching for information about customers and orders was taking more and more time. The company needed a centralized database covering the entire customer journey—from lead generation to equipment service.
Scattered data
The teams used various sources of information.
A Difficult Search
Data on customers, orders, and devices was not available in a single place.
Unlinked processes
Marketing, sales, customer service, and technical support did not share a common view of the customer journey.
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Results
A single platform has brought together data, employees, and all key stages of customer service
20–30%
Less time spent searching for information every day.
4 modules
Marketing, sales, customer service, and field service all on one platform.
1 data source
Shared information about customers, leads, orders, devices, and service requests.
360°
Visibility of the entire customer journey—from lead generation to device service.
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They've placed their trust in us
“
We save 20–30% of the time we spend on daily tasks—time that we used to waste searching for information.
”
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Solution
Our Role
Why is that?
SECO/WARWICK Group did not need another standalone system, but rather a single platform that integrates marketing, sales, customer service, and support. The key was to create a single source of truth and a holistic view of the entire customer journey.
With the support of oneDynamics, the company transitioned from an on-premises solution to the Microsoft Dynamics 365 cloud platform. We integrated Sales, Marketing, Customer Service , and Field Service into a single environment. As Michał Zadwórny, After-Sales and Service Team Manager in the Vacuum Division, explains, Dynamics 365 Sales has streamlined sales qualification and the export of quote data. Meanwhile, Customer Service and Field Service have made it easier to match engineers’ skills to orders, reducing both time and costs associated with order fulfillment. The implementation included:
- a shared database of customers, orders, and devices
- Microsoft-based customer portal Power Pages
- applications that support internal processes in Power Apps
- Sales and Service Reporting in Power BI
- a combination of marketing, sales, customer service, and field service
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How to Get Started
Project Timeline
Shared database
We have consolidated the information used by marketing, sales, product managers, and order fulfillment teams.
Migration to the Cloud
We migrated our processes from our on-premises system to the Microsoft Dynamics 365 cloud platform.
The Unified Customer Journey
We've integrated Sales, Marketing, Customer Service , and Field Service —from lead generation to device service.
Apps and Portal
We used Power Apps to support our internal processes and Power Pages to launch a customer portal.
Reporting and Optimization
We have made the data available at Power BI to support sales and service planning.
Stack and Scope
The scope of the project included migration to the Microsoft Dynamics 365 cloud platform and the integration of marketing, sales, customer service, and field service. The system provides shared access to data on customers, leads, orders, devices, and service requests. Power Pages hosts the customer portal, Power Apps supports internal processes, and Power BI provides the information needed to plan sales and service activities.
Implementation Time
1.5 years
Year
2019–2020
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Numbers, not slides
What Works for Clients Who Have Placed Their Entire Company's Trust in Us
Five end-to-end projects from various industries. The same Microsoft tools, different results—because the initial questions were different.
–40%
Less time needed to verify customer data in public records.
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2× faster
Operations and processes completed in half the previous time.
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They've placed their trust in us
“
We save 20–30% of the time we spend on daily tasks—time that we used to waste searching for information.
”
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Next step
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