Challenges
The legacy system of the customer, an insurance company in the DACH region, which was used mainly by marketing and sales, was no longer able to master the increased challenges. Due to various marketing tools, campaign management was time-consuming and contained many manual processes. Meanwhile, sales processes depended on a lot of paper.
In addition, there was no Exchange/email integration, which meant that a 360° view of customers was not possible.
Furthermore, processes from trade show preparation to managing new trade show contacts with follow-up activities were predominantly handled manually. The goal was to digitize the processes in sales and marketing and to optimize cross-departmental collaboration.
Solution
With the implementation of Dynamics 365 Sales and Marketing, processes were digitalized and automated, and the various marketing tools were consolidated in one application. The office integration provided sales with a 360° view. A process guided by the system for visit reports as well as an integration of agents with the local agent management tool OASIS were implemented.
In the first step the Dynamics 365 environment was set up and a proof of concept (POC) was integrated. Second, the Dynamics 365 solution and agent management integration were implemented. Third, trade show processes, goodwill processing and integration to the data warehouse in Dynamics 365 were finalized.
The following functions were introduced:
- Digitization of customer visits
- Support for CTI integration
- Outlook integration
- Data capture of contacts directly from the CRM
- Transfer and display of KPIs from another system in the CRM via Power BI and the model-driven App
- Event planning, event recording and follow-up activities with the Canvas app
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