Fully integrated platform
Fiege Logistik Stiftung & Co. KG
An internal 360°customer Platform for sales, service and marketing
Industry: Logistics, Real Estate, Ventures & Digital Services
Technology: Microsoft Dynamics 365
Challenges
Historically, the topic of CRM and the development of a customer intelligence system seemed to be a challenge. In particular, the evolved corporate structure and system landscape as well as the mapping of marketing and service processes on a uniform platform presented special hurdles. Due to a decentralised structure, there were also different project approaches and reporting structures in the various company divisions.
With an MVP approach, the first task was to digitalise the core processes from the user's point of view in order to derive the greatest possible synergies from the BD and sales areas and to support them in their work with new and faster processes connected to this.
With "CI - Customer Intelligence", the path to customer intelligence, Fiege is pursuing the goal of introducing a fully integrated platform in order to further develop its customers on the one hand and to be able to act in a more customer-oriented manner itself on the other. To manage key information along the customer sales cycle, Fiege relied on Dynamics 365.
Solution
Our biggest challenge was and is the cultural change that goes hand in hand with the introduction and establishment of a new customer intelligence platform. The agile approach developed with DIGITALL has contributed decisively to the successful system introduction. Now we want more and are ready for the further development of the platform", says Dr. Bastian Schweiger, Head of Business Development of the FIEGE Group.
After a quick but intensive analysis phase, FIEGE starts the agile implementation of the first MVP package with the DIGITALL project team - starting with the modules for account, contact, activity and tender management.
Core elements of the success include a high level of transparency. It enabled the integration of decentralised opinion leaders and colleagues from all business units. A special focus is on usability for the users. A big focus in this change process is always on communication, on "involving" and the fast implementation and reaction time, not only through the project methodology, but especially through teamwork.
