Our client is a Swiss company that specializes in the development and manufacture of innovative implants made of carbon fibre-reinforced composite materials for medical technology. With this expertise, the company offers solutions that play a key role in tumor surgery and spinal surgery in particular. In order to optimize the efficiency of their processes and increase the quality of their data, the client turned to us for the implementation of a tailor-made CRM-Solution. The project aimed to use Dynamics 365 CRM Online for customer and lead management as well as marketing and reporting. The challenge was to successfully migrate the previous CRM system (SugarCRM) and adapt Dynamics 365 Sales to the new requirements.
The challenge - high demands on data quality and process automation
The client faced several specific challenges in the management and quality of their data:
- Optimization of data quality: Previous processes in the CRM system were not sufficiently structured and led to incorrect data. The customer wanted a system that would enable more reliable and detailed recording.
- Increased efficiency in data management: The team needed a Solution that would automate data processes and at the same time make it easier to structure the company hierarchy and manage contact persons.
- Improved mapping of the company hierarchy: Precise mapping and validation of the company hierarchy was essential in order to create error-free customer profiles.
- Automation and standardization of processes: A CRM system was required to automate recurring tasks and define clear process flows, especially when addressing medical contacts with varying titles.
The Solution - Customized Dynamics 365 CRM implementation
Our team implemented Solution Microsoft Dynamics 365 Sales, which supports both opportunity and customer management as well as marketing automation from start to finish. The implementation included the following core components:
- Consulting and customizing: After a detailed requirements analysis, we fully adapted the system to the customer's industry-specific requirements. This included dynamic field insertions and mandatory field entries to ensure increased data quality.
- Automated processes: The new Solution automates business processes such as the generation of suitable letter salutations - an important point in the medical sector due to the differentiated titles - the assignment of the primary contact and the automation of business process flows depending on the customer group.
- Support for Power BI reporting: At the same time, we set up a Power BI-supported reporting system that provides insights into key performance indicators and simplifies decision-making processes.
- Global requirements: We integrated multilingual templates and optimized the CRM so that our customer can work internationally in a uniform manner and tailored to the respective language requirements.
Thanks to the comprehensive consulting and implementation of Dynamics 365, we have not only significantly improved our data quality, but also considerably simplified our internal processes. The adaptation to international requirements and the automated processes make our work easier and offer us greater efficiency.
