FFE, a UK-based global design and manufacturing business dedicated to supplying specialist detection products to the fire industry, collaborated with Pragmatiq to develop a bespoke CRM solution using Microsoft Dynamics 365. This partnership aimed to address operational inefficiencies and enhance their ability to manage various services effectively.
Background & Challenges
Background:
FFE is a UK-based global design and manufacturing business, dedicated to supplying specialist detection products to the fire industry. Previously, they were using an off-the-shelf CRM system that no longer met their needs.
Challenges:
- Off-the-Shelf CRM System: The existing CRM system required significant manual work from sales representatives due to its limited functionality.
- Restrictive Functionality: The previous system lacked the bespoke functionality needed to fit FFE’s processes.
- Disconnected Applications: The system was largely disconnected from other applications within FFE’s landscape, affecting reporting and data visibility.
- Limited Marketing Capabilities: The previous CRM system had limited marketing functionalities, hindering targeted campaigns.
The Solution & Implementation
Discovery and Planning:
Pragmatiq conducted a detailed analysis of FFE’s requirements and designed a customised solution leveraging Microsoft Dynamics 365.
Execution:
- Dynamics 365 Sales: Implemented and configured to fit around the sales representatives’ day-to-day processes, including sales activity, quotes, orders, and opportunity management.
- Pricelists Management: Set up default pricelists for customers to provide more control around pricing.
- Microsoft Approval Flows: Implemented to support the approval process and automate discount approvals.
- Document Generation: Standard document generation functionality was implemented to automatically create quotes and orders.
- Dynamics 365 Marketing: Implemented to enhance marketing capabilities, including email campaigns and customer journey personalisation.
- Integration with Microsoft 365: Established integration with Microsoft 365 tools such as Word, OneNote, Excel, SharePoint, Teams, and Outlook to enhance collaboration.
The Transformation
Results:
- Controlled and Systemised Processes: Dynamics 365 Sales, alongside functionalities like Microsoft Approval Flows and document generation, brought more control and a systemised approach across the business.
- Improved Operational & Process Efficiency: Centralised data storage reduced the need to switch between disparate applications, enhancing overall efficiency.
- Reduced Admin Time: The new CRM solution significantly reduced the time spent on administrative processes.
- Improved Forecasting Accuracy and Visibility: Centralised data storage improved forecasting accuracy and strategic decision-making.
- Enhanced Collaboration: Integration with Microsoft 365 tools enhanced employee collaboration and supported remote work.
- Improved Marketing Capabilities: Dynamics 365 Marketing enabled targeted campaigns, improving marketing effectiveness and sales potential.
Get in touch to learn how Pragmatiq can transform your organisation with expert Dynamics 365 consultancy and tailored solutions.
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