A leading Indian cement manufacturing company was stuck with a CRM solution that lacked mobility and user-friendliness. As most of the sales and service in the cement manufacturing sector happened at the construction site, the lack of mobility crippled the on-field team as they were not able to enter customer insights on the go. This led to parallel inefficient manual processes in their sales team. Intellika stepped in and implemented Dynamics 365 to help sales team record customer details on site and cut down on time wasted traveling to and from office for updates.
The company was initially using a heavily customized version of the Salesforce CRM to manage their operations. However, due to the customization, the user interface had become extremely cluttered and had limited mobility features. The Sales team were finding it time-consuming and cumbersome to capture and use information regarding their customer interactions due to unavailability of the mobile app.
This lack of customer data while on the move made it difficult for them to improve client relationships and provide the right kind of customer service. It also caused a problem when identifying the right opportunities as there was very little information to work with due to the lack of an organized process.
Management was unable to get complete visibility of sales related data and was also facing a challenge in tracking performance. The lack of customer insights also made it difficult for them to forecast demand trends and define the company’s strategic direction.
It was imperative for them to migrate from Salesforce to Microsoft Dynamics within a month to avoid any loss of productivity. Intellika implemented Microsoft Dynamics 365 and made it live within the stipulated timeframe despite the complexity and multiple business verticals to ensure that business continuity was not impacted.
The major advantages of shifting to Dynamics 365 were:
Deploying Dynamics 365 has enabled them to reform time-consuming, costly, and ineffective processes to increase visibility, mobility, and sales effectiveness.
Microsoft Dynamics 365 allowed the sales teams to record customer related information whilst on site with the customer making it much easier for them to capture important details and insights.
Dynamics CRM mobile application made it easy for the sales team to access, and keep track of, customer related information from anywhere and at any time. The sales team spent less time traveling to the office and were far more productive. The roll-out of Microsoft Dynamics CRM made detailed reports on sales activity available which gave them a deeper insight into customer behavior leading to more accurate sales forecasting.
Sales resources could now be better planned to focus on the deals that need the most attention and optimizing their resources. They could now look up orders and quotes and input follow-up information on the fly.
Dynamics 365, dashboard functionality proved to be the second greatest overall benefit in implementing Dynamics 365. The sales team could now deliver daily reports thus giving the management clear visibility on daily activities and sales.
With sales activity being stored in a centralized database and dashboard functionality increasing visibility into overall performance, Dynamics 365 made it much easier for managers to stay on top of their teams and saved them an estimated 2.5 hours per week.
Detailed customer information empowered the team to improve customer service by being more proactive. Sales staff have a more personal view of the customer, making it easier to build relationships, cross-sell, up-sell and provide a seamless experience.
The management team has complete visibility of sales related data. Performance is easily profiled enabling them to predict results more accurately to help make important strategic decisions.