CRM Testing for an Automotive Enterprise Software Provider

Customer

A multinational company headquartered in Germany and providing leading enterprise software products and services specific to the automotive industry. Represented in over 90 countries, the company serves to nearly 95,000 end users and 3,500 dealerships of car manufacturers, including BMW, Volvo, Volkswagen Group and OPEL.

Challenge

In the process of developing its proprietary CRM product for car manufacturers, dealers and importers, the Customer was looking for a reliable vendor of software testing services. As the product was based on Microsoft Dynamics CRM, cross-disciplinary competencies in testing and comprehension of CRM were essential. Fluent in both, ScienceSoft partnered with the Customer from the earliest project stage.

Solution

The CRM product in the works was to automate lead management, optimize processing of customer inquiries, and help in improving customer engagement and loyalty, all specific to the automotive industry. Technically, this was translated into customizing Microsoft Dynamics CRM (both hosted and on-premise) with role-tailored functions, features and workflows, coupled with integrating the product with Microsoft Office and an automotive-specific enterprise system for accounting and warehouse management running on Microsoft Dynamics NAV.

ScienceSoft dedicated team participated in the project from March 2011 to December 2012, with the team of 3 to 10 testing professionals at various times. The scope of the tested functionality included:

• Tailored forms of leads, opportunities, customers (individuals and businesses), orders, contracts and trade-ins
• Workflows for all the listed CRM objects
• Dashboards for all user roles: Sales Backoffice, Sales Person, Sales Manager, Lead Manager, Case Manager, and Marketing Manager
• Custom reporting templates
• Integration with the enterprise accounting and warehousing system based on Microsoft Dynamics NAV

To sustain a consistently high quality of the work delivered, a considerable part of testing was automated.

Results

The Customer successfully added another competitive product, a tailored customer and vehicle relationship system, to its proprietary suite of enterprise solutions for the automotive industry. First integrated at one of the European dealerships of a €80b+ car manufacturer, this ScienceSoft-tested product went on to be further introduced at large-scale dealer networks internationally.

Technologies and Tools

Microsoft Dynamics CRM, Workflows, Microsoft Team Foundation Service, Microsoft Test Manager, Coded UI Test, C#, JavaScript.