|Customer: A leading producer of glass tableware products||Profile: The client designs, manufactures, and supplies glassware, tableware, and flatware to a broad group of customers in the food service, retail, and business-to-business markets|
Services: Microsoft Dynamics 365 Customer Engagement
|Size: 6,500 employees|
|Industry: Manufacturing and|
As a leading glassware manufacturer and tableware supplier, Synoptek’s client was experiencing rapid business growth and global expansion. They required a tool which could provide a holistic view of the prospect/customer lifecycle, help the sales team manage customer requests effectively and in a timely manner, and allow them to focus on the right opportunities to close deals quickly.
After analyzing various customer relationship management (CRM) solutions, the manufacturer decided to implement Microsoft Dynamics CRM Online (now known as Dynamics 365 Customer Engagement) as a comprehensive sales and customer service tool, to enable their sales team to quickly and efficiently access – and act on – crucial data to improve customer service efforts and increase productivity.
Solution and Approach
Considering the manufacturer’s primary objectives, Synoptek (formerly Indusa) implemented Dynamics CRM Online utilizing the Sure Step Project Methodology.
The system focuses on core sales force automation functions. Some of the key functions are:
Integration with JD Edwards: The Account, Orders, and Invoice modules from JD Edwards were integrated with Dynamics Dynamics 365 Customer Engagement, allowing direct access to data as well as building a more comprehensive picture about a particular customer.
Integration with ProcessMaker: Dynamics 365 Customer Engagement integration was carried out with a third party tool, ProcessMaker suite, enabling accounts created in CRM to be integrated as a ProcessMaker account.
Outlook Integration: To use Dynamics CRM features from Microsoft Outlook, Microsoft’s Outlook integration tool was installed and configured. This allows the team to continue to work directly from their email and be able to record customer activity in the CRM at the same time.
Web link Integration: This included:
Dashboards: Personal and managerial dashboards were developed to manage sales, goals, opportunities, and activities.
Since all the customer-related data is stored in Dynamics 365 Customer Engagement, it helps the manufacturer to analyze the needs of customers and even anticipate their problems – all at the right time.
With the intuitive and easy to use functionalities of Dynamics 365 Customer Engagement, sales reps can see all their accounts, contacts, opportunities, and tasks, in a single place. This helps them better manage activities and prioritize tasks to make sure customers are not ignored and the key prospects are contacted on time.
Integrating Dynamics 365 Customer Engagement with JD Edwards and ProcessMaker helped the manufacturer streamline business processes and improve access to critical information.
Implementing Dynamics 365 Customer Engagement has indeed helped the manufacturer evolve as a customer-focused brand by providing improved visibility into customer information. In addition to this, the CRM has proved to be a vital tool to boost the performance of the sales team by enabling increased connection and collaboration so they can close more deals, faster.Download Pdf