The Customer used a customized Dynamics 2013 CRM solution, which functionality ceased to meet their business needs in full. In particular, the Customer faced the following challenges:

The Customer also didn’t have the in-house resources to carry out solution support on their own, so they required the vendor to perform further solution support to ensure smooth system performance.

The Customer turned to LBCS as a reliable provider of Microsoft Dynamics 365 services. To facilitate the Customer’s work with over-the-phone client requests, LBCS team integrated the telephony module provided by the Customer with the Customer’s Dynamics CRM solution. After the module was successfully integrated, the team performed all the necessary configurations of the telephony module and the Microsoft Dynamics CRM solution itself to let the Customer’s employees use CRM telephony directly without the need to switch to the phone. The entire process of computer telephony integration was performed without causing interruptions to the Customer’s business processes, taking into account the volume of existing customer requests.

To provide the Customer’s field agents with secure access to the company’s ERP through a mobile app, ERP configuration through Windows Services employing AD FS has been performed. LBCS team also configured the Customer’s ERP using Windows PowerShell to make it fully compatible with customer’s mobile Microsoft Dynamics CRM.

To ensure that the customized solution worked as intended, LBCS provided support for 6 months, according to the Time and Material pricing model. During this period, the team continuously monitored the system’s performance, conducted system audits, and provided system fixes when needed.

Taking into account multiple businesses, the Customer found it challenging to maintain an equally high level of communication across various channels. With their businesses existing separately, the Customer looked for one central and feature-rich marketing solution to conduct efficient email campaigns, grow social media presence, and orchestrate on-site events.

Earlier, LBCS had implemented and customized Microsoft Dynamics CRM for the Customer. Taking that project as a starting point in the quest for an optimal marketing solution, LBCS offered to complement the CRM with its two native apps to centralize marketing activities – Microsoft Dynamics 365 for Marketing and Microsoft Social Engagement. The customer data needed for marketing activities arrived from the data warehouse designed for the Microsoft Dynamics CRM project.

LBCS team focused on the three communication channels the Customer strived to develop and ensured that the marketing solution covered them all.

With implemented Microsoft Dynamics 365 for Marketing, the Customer got the required functionality to launch end-to-end email campaigns. Namely, they used it to:

Just in line with the requirements, the Customer got a convenient tool for organizing events. Comprehensive event-related information was centralized in Microsoft Dynamics 365 for Marketing. Organizers could enter details and updates into a relevant section: general information, agenda, venue, registration, financials or post-event information. This was all the more valuable for the Customer given that many members of their team (even from different businesses) might be responsible for managing events, and they needed to see real-time updates made by others.

Aiming to allow the Customer to effectively engage with their audience in social media, LBCS added Microsoft Social Engagement app. The functionality delivered allowed the Customer to: