Managing the flood of commercial service data on a daily basis requires careful analysis and extraction of valuable information from a sea of data – a task that requires both time and precision.
DKV Euro Service, which has been a leading service provider for commercial freight and passenger transport for over 80 years, faced precisely this challenge.
With a comprehensive range of products ranging from cashless on-the-road fuel supply to toll billing and vehicle services, the company offers solutions for cost optimization and fleet management.
DKV MOBILITY SERVICES Group, which also owns DKV Euro Service, wanted to simplify and consolidate its data landscape. The aim was to develop a deeper understanding of the needs of customers and to offer personalized services.
The Challenge – Unifying the Heterogeneous Technology Landscape
DKV has grown strongly over the last 15 years by opening up new business areas such as toll billing and vehicle service. However, this growth led to a heterogeneous technology landscape in which different systems coexisted. The diversity of systems made it difficult to get a unified view of the data and consolidate the different data sources.
The key challenge was to unify and simplify the different systems in order to gain a better understanding of customer needs and personalize services.
This required a comprehensive redesign of the customer journey to ensure a seamless and high-quality customer interaction. Of particular importance was the integration of the end-to-end processes from lead to opportunity, including customer nurturing and customer service processes.
This integration was necessary to ensure a seamless and high-quality interaction with the customer throughout the sales cycle and beyond. The goal was to increase the efficiency of customer care and strengthen customer loyalty through consistent and high-quality interactions.
In addition, the company wanted to minimize the operational data burden, i.e. reduce the effort and complexity of daily data processing, in order to better focus on business needs.
The Solution – Data Optimization with Dynamics 365 and Power Platform
Faced with DKV’s complex challenges arising from its heterogeneous technology landscape and the need for unified business processes, we opted for a comprehensive solution with Dynamics 365 and Power Platform. These solutions have been specifically selected to consolidate the various existing systems and enable seamless integration.
- Dynamics 365: As a central system for CRM and xRM processes , Dynamics 365 unified all customer data from different business units. This centralized platform provided a clear view of customer interactions across all channels, making it much easier to personalize services.
- Power BI: The integration of Dynamics 365 with Power BI improved the ability to visualize and analyze data in real-time. Power BI made it possible to bring together different data sources and provides comprehensive analysis and visualization capabilities through interactive dashboards and reports.
- Power Platform: To support the end-to-end processes from lead generation to customer management, we focused on automating workflows within Dynamics 365. This automation increased the efficiency of customer service and service processes and sustainably strengthens customer loyalty through consistent and high-quality interactions.
- Cloud-based communication and collaboration tools: These also enable the teams to react agilely to changes. This fostered a culture of continuous improvement and innovation within the company.
This strategic realignment not only minimized the operational data load, but also created a scalable and future-proof platform.
The Results – Increase Customer Satisfaction and Sales
By successfully implementing the consolidation of the data landscape with Dynamics 365, DKV Euro Service was able to achieve significant results:
- Increased customer satisfaction and turnover: Improved knowledge of customer needs allows DKV Euro Service to offer tailor-made services and deliver greater added value. This leads to higher customer satisfaction and increases sales at the same time.
- Significant savings in service costs: More efficient data processing and the optimisation of operational processes lead to a reduction in service costs for DKV Euro Service. By simplifying processes and minimizing manual activities, resources can be used more effectively and costs can be reduced.
- Data-driven decision-making: The implementation of Dynamics 365 and Power Platform enables comprehensive analysis of customer data in real-time. This allows informed decisions to be made and operational efficiency to be increased.
With the introduction of Microsoft Dynamics 365 and Power BI, DKV Euro Service has not only simplified its data landscape, but also reached a new level of customer loyalty and satisfaction.
This technological transformation allows the company to be more proactive in responding to customer needs and continuously meeting customer expectations. Ultimately, this transformation represents not only an improvement in internal processes , but also an important step towards sustainable growth and competitive advantage in the transport and logistics industry.