energy

Background: 

The company is a US based large energy company that provides a range of services including electricity, natural gas, and renewable energy. The company provides energy and related services to residential, industrial and commercial consumers at fixed, indexed or variable prices. 

Challenges: 

This Energy based company was facing several challenges in managing its customer base. Data Siloes - Separate Sales, Marketing, Service systems. Their Tedious selling process impacted their revenue and growth ​and they also faced issues with customer churn and low customer engagement. 

Solution: 

This Energy based company decided to implement Dynamics Customer Engagement to manage its customer relationships, Sales, Marketing and Services.  

• Our Functional and Domain experts conducted workshops with business stakeholders to understand As-Is processes and To-be Needs. 
• Power platform Dataverse was used to manage customer data across multiple systems and platforms. The solution helped to integrate with existing systems in the enterprise applications, such as customer self-service portal for billing, Payments, Claims and Customer self-service activities. 
• Dynamics CE Sales and marketing applications used to automate the sales and marketing processes, including lead generation, lead nurturing, and customer engagement.  Helped the customer to increase customer engagement and reduce churn. 
• Dynamics CE Customer service application was used to manage customer service requests and complaints. This solution provided a 360-degree view of the customer, allowing customer service representatives to resolve cases within SLAs. 
• Dynamics Sales Insights m Customer Insights and Power BI was used to provide insights into customer behavior and preference and also helped this company to identify opportunities for upselling and cross-selling, improve customer retention and provided Sales and Service Performance reports for Leadership. 

Impact: 

This implementation of Dynamics CE helped this company to achieve significant improvements in customer engagement, retention, and revenue. Here are some of the key benefits: 

• Customer 360 view for sales teams and customer service agents helped to know about the customer and establish the strong customer relationship. 
• This solution helped their sales to identify opportunities for upselling and cross-selling, resulting in increased revenue. 
• Dynamics customer service application and Omni Channel integration helped in improved efficiency and faster issue resolution of Customer case’s generated multiple channels. 
• Dynamics CE helped this Energy company to overcome its customer management challenges and achieve significant improvements in customer engagement, retention, and revenue. 

Background: 

The Company is a US-based filtration manufacturing company that produces a range of filters for industrial and commercial use. They have a large customer base, which includes both direct customers and distributors. 

Challenges: 

This Company was facing several challenges in managing its customer base. Their Customer Master data managed in multi applications and result into Data Siloes in Separate Sales, Marketing, Service systems. ​They also faced issues with Lead to Cash, order management, inventory management, and customer service, which impacted their overall business efficiency. 

Solution: 

• Our Functional and Domain experts conducted workshops with business stakeholders to understand As-Is processes and To-be Needs. ​ 
• Our Solution Architect team created the software requirement specification (SRS) that fully described To-Be CRM. ​ 
• Provided a single Customer Master Database in Dataverse for all applications. ​ 
• Dynamics Marketing Application helped for Real-time and Outbound Marketing for auto generating leads from various channels. ​ 
• Dynamics Sales Application Automated Lead nurture and Lead scoring rules by using Dynamics 365 Sales insights rules.   ​ 
• Made easy seamless integration between Dynamics Sales and Finance & Operation application for Lead to Cash process by using Dual writes integration. ​ 
• Dual Writes Integration helped to flow data between Power Platform and Finance Operation Applications for Order Management process which includes quotes, orders and shipments. This solution also helped tracking inventory.   
• Integrated ISV within Dynamics 365 Sales application for Configure Price Quote. ​ 
• Power Automate flow helped to Automated multilevel Approvals in sales. ​ 
• Setup Omni- Channels for Customer Service Application to handle cases from multiple channels.  
• Customer service management: Dynamics CRM was used to manage customer service requests and complaints. The solution provided a 360-degree view of the customer, allowing customer service representatives to resolve issues quickly and effectively.

Impact: 

This implementation of Dynamics CE helped this company to achieve significant improvements in customer engagement, retention, and revenue. Here are some of the key benefits: 

• Customer 360 view for sales teams and customer service agents helped to know about the customer and establish the strong customer relationship. 
• The solution helped the company to improve the efficiency of the order management process, resulting in faster order processing and improved inventory tracking. 
• The solution helped the company to improve overall business efficiency by automating manual processes and providing a single source of truth for customer data. 
• Dynamics customer service application and Omni Channel integration helped in improved efficiency and faster issue resolution of Customer case’s generated multiple channels. 

Background:

A US-based company who is a global leader in water, hygiene and infection prevention solutions and services asked our consultants to help find a solution to their data management problems. We dug deep and spread out wide to analyze the problem and provide a focused and impactful solution.

Challenges:

Customer and field service data was managed in multiple applications

Tedious service agreement process for service teams.

Accessing asset and asset measurement data from multiple platforms was not possible

Slow customer onboarding processes

Challenges in performing customer services at remote customer site

Solution:

• Designed and implemented a single Customer Master Database in Microsoft Dataverse for all applications.
• Enabled real-time sync of customer, asset and measurement data between Dynamics 365 CE and external applications using Azure and Power Platform.
• Built simple to configure unified interface using Power Pages to setup agreement covering services as per scope of work.
• Enabled field service reps to execute the work order using mobile app with online, offline and remote assist capability.
• Built templates of pre-configured services, product and checklists that supported various maintenance incidents.

Impact:

• Reduced effort in managing customer Master data.
• Reduced time in agreement configuration.
• Reduction in operational failure incidents at customer sites due to preventive maintenance.
• Reduced personnel required for executing work orders due to remote assist capability.
• Field service agent able to perform service tasks in remote areas with low connectivity.

Background:

A US-based company which works in data and market measurement wanted to migrate from Salesforce to Dynamics CRM. We engaged with the customer and all stakeholders to strategize and execute the plan for the migration.

Challenges:

Customer was managing multiple Salesforce instance for different business groups. 

Overhead for business to consolidate data from disintegrated system including marketing ISV like Pardot.

Challenge in restricting data access between geographies.

Complex skill-based case routing rules in Salesforce.

Different disintegrated CPQ tools being used for Sales quote by different groups.

Solution:

• Our consultant defined what customer wants to achieve with the migration and what key business requirements are. This was helpful to determine the scope of the project and guide decisions throughout the implementation process.
• Worked on business process harmonization with different business groups to build standard optimized business process.
• Reviewed and mapped out current Salesforce data and workflows to determine what needs to be migrated to Dynamics CRM. Identified any customizations or integrations that may need to be updated or replaced.
• Integrated Dynamics with CPQ tool for unified Quote process across the organization.
• Customized Dynamics CRM  -Sales, Marketing and Customer Service modules to meet your business requirements, including configuring fields, forms, workflows, and security settings.
• Used data migration tool to transfer your Salesforce data to Dynamics CRM. Make sure to validate the data after the migration to ensure that everything was transferred correctly.
• Trained business users on how to use Dynamics CRM and ensure that they are comfortable with the new system before go live.

Impact:

• Enabled customer to have unified business process and get 360 view on entire organization data.
• Reduces infrastructure and user license cost by consolidating data into single CRM instance.
• Improved user experience by seamless integration between CRM with multiple external systems.
• Portal integration helped the customer with improved marketing and customer service .