About the client
The customer is a global leader in surface technologies, recognized worldwide for its top-tier product brands. It holds a leading market position in filament spinning systems, texturing machines, and BCF carpet yarn. Additionally, the company excels in staple fiber spinning and offers advanced solutions for nonwovens. Its innovative technologies and industry expertise have established it as a trusted name across the textile machinery and surface technology sectors.
Problem
- Different sales, Service and marketing process between group business divisions
- No common product catalog structure.
- A rich number of external providers to cover marketing and other needs.
- Lack of reporting capabilities for analyzing sales, marketing, and operations performance.
- Common contact base is distributed across several legacy systems.
- A 360° customer view is not available due to different not integrated IT-Systems worldwide
- No established processes to organize ongoing and future exhibitions (ticketing, infrastructure).
- No process to manage exhibition attendees.
- No established processes to manage newsletters and advertisements.
- Paper-based GDPR process.
Solution
- Sales , Marketing and Customer Service Modules were implemented
- Pilot solution with Dynamics 365 for Sales and Customer Service was created
- Dynamics 365 system for all business units across the globe will be implemented
- With one CRM system to enable the transparency of all customer interactions is achievable in one worldwide used IT-System. Opportunities, won and lost orders, Installed Base, Service Tickets and Marketing campaigns will be integrated in one common system.
- Propose to utilize a great library of predefined templates based on experiences on similar programs and willing to share them with the organization also for areas with limited IT involvement (e.g. change management and training)
- Enable higher capacity while keeping costs at reasonable level – leveraging onsite-offshore model for a reasonable cost at no delivery overhead cost to the organization
Benefit
- Providing 360* Customer View for all business systems under a single CRM
- 15%Increased Sales effectiveness with improved business process flows
- 20%decrease in Case resolution time with increasing customer satisfaction