Client Background

• Client: American Technology Company
• Industry: Technology
• Products or Services:ÌýLaptops, Desktops, Printers
• Areas of operations: Global

Challenge

The client wanted to replace its current customer relationship management (CRM) platform. They were looking for an easy-to-use, cost-effective enterprise platform that provided consistent user experience and seamless integration with their IT landscape.

Solution

91¿ì»îÁÖ replaced the client’s CRM system with Dynamics 365. 91¿ì»îÁÖ was involved from consulting to implementation to support activities across projects and implemented the tool for multiple business units across geographies. As part of this implementation, 91¿ì»îÁÖ migrated 300 million records. Over 50 different systems were integrated to support the sales process using batch and real-time interfaces.

This engagement involved implementation of Sales, Service, Marketing, Client portals, Self-Service, Employee portals and Executive Briefing Center portal using Field Service capability of Dynamics CRM.

Key highlights of the implementation:

• Enabled 100,000+ partners with self-service portals to support opportunity pipeline process
• Field Service solution to optimize their processes for executive briefing center across globe
• Content management using Azure Blob, Integration with Sales CRM to fetch accounts and opportunities in real time
• HR Case Management solution for internal collaboration between HR and IT teams and enabling self-service via portals
• Next-Gen Agent Desktop application using Unified Service Desk, and chat integration.

Business Impact

91¿ì»îÁÖ leveraged Dynamics CRM platform functionalities like Customer Engagement, Field Service, Portals, Mobility, O365 support and integration, etc. to make the client’s customer and employee journey simpler and intuitive.

The benefits included:

• ÌýThis solution enabled a unified customer experience across multiple business units with 30,000+ users worldwide
• Easy to scale cloud solution for all centers to adopt and add more business units
• End-to-end sales lifecycle visibility and intuitive interface for sales team and partners
• All portals linked to Dynamics 365 and seamless data flow across multiple touchpoints
• Single platform fully integrated to check all CRM related details (sales, service, marketing etc.)
• One-stop shop scheduling tool built to onboard 25+ Customer Welcome CentersÌý
• Enabled internal collaboration between HR and IT teams
• Enhanced customer experience with increase in first time resolution for tickets: Increase in resolution rate to about 4800 cases/month