Microsoft Dynamics CRM Enabling Full-Cycle Sales Automation

Customer

The end customer is a leading US manufacturer of moisture- and mold-preventive flooring installation products with the headquarters in California and two more manufacturing & distribution centers across the country.

For this project, ScienceSoft’s CRM and Collaboration Department teamed up with California-based consultants working with ERP and supply chain management solutions for Manufacturing, Healthcare, Retail and other business domains.

Challenge

The end customer was looking to implement a cloud-based CRM system to enable full-scale sales automation. The system was required to reflect both the company’s portfolio of proprietary brands covering a range of flooring installation products like seam tapes, carpet tack strips, underlayment, moisture barriers and more, as well as a diversity of clients (architects, construction companies and distributors of flooring materials) in various US locations.

Solution

The 2-month project has covered CRM consulting, customization of the out-of-the-box features of Microsoft Dynamics CRM Online 2016 and development of new features to address the end customer’s particular needs.

The project team delivered the solution for the end customer’s CEO, sales managers and regional sales representatives who gained access to the following:

• automated sales pipeline management
• communication history per client with phone calls and emails integrated
• sales force performance by geographic regions

Additionally, new features uniquely developed for the project included custom integration with Microsoft Outlook 2016 to trigger email management within the CRM solution with no need to switch between applications, as well as the module for automated calculation of products to be ordered. With the latter, sales reps can calculate the necessary volume of flooring installation materials based on a client’s floor space and use the resulting figure to later request it from the stock via the ERP where order batching and management takes place. In order to avoid data duplication, the ERP and CRM systems were synchronized.

Results

ScienceSoft implemented a customized CRM solution for the end customer, a leading flooring products manufacturer in the USA, with 90% of the requested functionality covered by out-of-the-box features of Microsoft Dynamics CRM Online.

The CRM system’s functionality enables sales automation and sales force performance management along with the opportunity to complete sales cycles easier with automated, ERP-synched order compilation.

Technologies and Tools

Microsoft Dynamics CRM Online 2016, Microsoft Outlook 2016, C#, HTML, CSS, JavaScript.