Managing the daily flood of service data in commercial transportation requires careful analysis and extraction of valuable information from a plethora of data - a task that requires both time and precision.
DKV Euro Service, which has been a leading service provider for commercial goods and passenger transportation for over 80 years, was faced with this challenge.
The company offers solutions for cost optimization and fleet management with a comprehensive range of services from cashless on-the-road fuel supply to toll billing and vehicle services.
The DKV MOBILITY SERVICES Group, to which DKV Euro Service also belongs, wanted to simplify its simplify and consolidate its data landscape. The aim was to develop a deeper understanding of customer needs and offer personalized services.
The challenge - standardizing the heterogeneous technology landscape
DKV has grown strongly over the last 15 years through the development of new business areas such as toll billing and vehicle services. However, this growth has led to a heterogeneous technology landscapein which different systems existed side by side. The variety of systems made it difficult to obtain a uniform view of the data and to consolidate the various data sources.
The main challenge was to standardize and simplify the various 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 seamless and high-quality customer interaction. Of particular importance was the integration of end-to-end processes from lead to opportunity, including customer nurturing and customer service processes.
This integration was necessary to ensure seamless and high-quality interaction with the customer throughout the sales cycle and beyond. The aim 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 load, i.e. reduce the effort and complexity of daily data processing in order to focus on business requirements.
The Solution - Data optimization with Dynamics 365 and Power Platform
In view of DKV's complex challenges resulting from the heterogeneous technology landscape and the need for standardized business processes, we decided on a comprehensive Solution with Dynamics 365 and Power Platform. These solutions were 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 areas. This central platform enabled a clear view of customer interactions across all channels and made it much easier to personalize services.
- Power BIThe integration of Dynamics 365 with Power BI improved the ability to visualize and analyze data in real time. Power BI enabled the merging of different data sources and provides comprehensive analysis and visualization capabilities through interactive dashboards and reports.
- Power Platform: To support 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 care and service processes and sustainably strengthens customer loyalty through consistent and high-quality interactions.
- cloud-based communication and collaboration tools: These also enabled the teams to agilely react to changes. This promoted a culture of continuous improvement and innovation within the company.
This strategic realignment minimized the operational data load, and also created a scalable and future-proof platform.
The results - increase in customer satisfaction and sales
DKV Euro Service was able to achieve significant results thanks to the successful implementation of the consolidation of the data landscape with Dynamics 365:
- Increase in customer satisfaction and sales: Improved knowledge of customer needs enables DKV Euro Service to offer customized services and deliver greater added value. This leads to higher customer satisfaction and increases turnover at the same time.
- Significant savings in service costs: More efficient data processing and the optimization 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 reduced.
- Data-based decision-making: The implementation of Dynamics 365 and Power Platform enables comprehensive analysis of customer data in real time. This enables well-founded decisions to be made and operational efficiency to be increased.
With the introduction of Microsoft Dynamics 365 and Power BI, DKV Euro Service has simplified its data landscape, and also achieved a new level of customer loyalty and satisfaction.
This technological transformation enables the company to respond more proactively to customer needs and continuously meet customer expectations. Ultimately, this transformation represents an improvement in internal processes, and also an important step towards sustainable growth and a competitive advantage in the transportation and logistics industry.