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Home / Insights / Case Studies / Dynamics 365 Customer Engagement Implementation Helps an Eyecare Product Manufacturer Enhance Customer-Facing and Revenue-Producing Business Processes
August 11, 2020 - by Synoptek
Services: Dynamics 365 Customer Engagement Implementation
The consumer goods company manufactures sunglasses, gloves, climate control glasses, and other glasses, as well as parts and accessories for tactical, motorcycle, racing, outdoor, and safety applications for customers across the world. To improve the efficiency of their CRM processes, the client was looking to completely scrap their existing CRM and replace it with Dynamics 365 Customer Engagement solution. They wanted to retain existing data as well while establishing smooth integration between their old CRM and Dynamics 365 Customer Engagement.
In the first phase, the client was looking to implement the Sales module with the Marketing add-on and allow their sales, PIM (Product), and Marketing Teams to get used to the new system. Key drivers of this initial project included:
The client had data spread over in 2 systems – an ERP system and a CRM system which were deeply integrated. Because the client wanted to get rid of their existing CRM and introduce Dynamics 365 Customer Engagement, Synoptek built a robust solution where integration between their existing CRM and Dynamics 365 Customer Engagement works smoothly and the Sales module gets fully utilized. Activities included:
Migrated/Integrated data from old CRM to Dynamics 365
Designed entity as per Synoptek’s best practice to hold information of contacts related to Accounts.
Managed addresses of Bill-to, Ship-to, Lab types of accounts in Dynamics.
Managed offers related to Campaigns (OOB) and used in Leads, Opportunities.
Managed brands related to Products/PIM.
Synoptek used Power Automate to create a Manager Approval Flow. On BPF stage in opportunity when the flag value turns to Yes, email notification to Manager of record owner is automatically sent. When the Manager Approves/Rejects, status field stores value of the response.
Synoptek used the KWS SSIS tool to migrate data from the old CRM to Dynamics 365. We also used Rest API Connectors for Data Pull and Data Push.
Synoptek used Azure to deploy all the integration packages built using KWS.
Towards the end of the project, the client requested for an e-signature feature to send documents for signature from Opportunity. Synoptek
With Synoptek’s support, the consumer goods company has been able to achieve a number of business benefits:
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