Client Overview
Our client, a reputable European manufacturing company, competes in a highly competitive field with a global footprint. Focused on delivering superior products, the client encountered challenges with streamlining and automating its sales processes across various areas. The goal was to regain control over the system, empower the sales force, and improve overall customer relationship management. To address these objectives holistically, the client implemented a major initiative to adopt Microsoft Dynamics 365 Customer Engagement (CE) for Sales and Customer Service, with the assistance of Oaktree software.
Challenges
Dynamic Platform Updates
The challenge is to manage rapid changes in Microsoft Dynamics 365 upgrades, which cause support and maintenance concerns.
Capabilities and Services Understanding
Limited understanding of Microsoft Dynamics 365's complete spectrum of features and services.
Architectural Importance Ignorance
A lack of understanding regarding the vital role of a strong architecture in Microsoft Dynamics 365.
Security Features Awareness Gap
A lack of understanding of Microsoft Dynamics 365 CE's security features and functions.
Information Sharing Resistance
A lack of trust in the security authentication procedure leads to a reluctance to disclose information.
Microsoft Best Practices Unawareness
Limited awareness of Microsoft best practices for Configuration, Customization, Integration, and Deployment.
Coding Standards Absence
No adherence to proper coding standards within Microsoft Dynamics 365.
Solution
Strategic Intent Workshops:
Led strategic intent workshops to collectively define the organization's north star and unite key stakeholders around shared goals.
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Adoption KPI Setup
We have implemented a customized Key Performance Indicator (KPI) framework across multiple teams, offering a systematic approach to measuring and driving successful adoption of the new system.
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Training Plan for Users:
Provided a comprehensive training strategy, including "Train the Trainer" sessions, customized training for important users, and system administrator training, assuring widespread proficiency and knowledge transfer.
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User Maturity Tracking:
Built a systematic user maturity tracking system, enabling ongoing monitoring and personalized support to improve user proficiency over time.
Results:
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Sales Opportunity Impact of Euro 80 M
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80% Adoption by the User Community in the First Year
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User Licenses Increased from 700 to 1000
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Error-Free Microsoft Wave Releases
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Stable CRM System with Increased User Trust
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Customer 360 View in CRM for Sales Team
Application Architecture
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