Standardized data basis with 360° view on members, organizations and their contacts
Diakonie Baden
UNIFIED DATA FOR SEAMLESS SALES AND MARKETING PROCESSES
Industry: Welfare
Technology: Microsoft Dynamics 365 Sales & Marketing
Challenges
Diakonie Baden was faced with the challenge of redundant data silos in which contact information, member and organizational data were scattered across various databases such as Outlook, file servers and SharePoint. This resulted in a huge volume of member data that had to be cleansed, standardized and merged. A 360° view of contacts and members was not possible.
Another big challenge was the mapping of the multi-level membership structure model, which included legal entities, institutions, and their services.
Diakonie was looking for a solution for communication with members, the institutions, and the responsible contact persons that could be tracked internally across all departments. It was also necessary to remove the distribution lists managed in Outlook.
Additionally, the organization wanted to digitize and optimize the manual and time-consuming processes of managing members in the first pilot phase.
Solution
The basic requirements for the Microsoft Dynamics 365 / CRM system were analyzed and developed together with DIGITALL in a pre-project phase. The project was launched based on defined Epics, and the system was customized, tested, and deployed in several sprints.
Microsoft Dynamics 365 Sales was implemented for managing members. The Teams integration, including Teams Calling, has improved collaboration, and the Exchange integration has enabled the tracking of all relevant activities. With the implementation of Dynamics 365 Marketing, the newsletter and distribution lists were created to enable centralized communication. Microsoft Power Automate was used for process mapping and automation.
An authorization concept was used to ensure that different user roles have access to the same data with different views.
Thanks to the well-coordinated collaboration, the project was implemented efficiently using an agile project approach. To firmly establish the CRM system within Diakonie Baden and increase user adoption, the "train the trainer" concept was applied.
