International Hair Cosmetics (IHC), a manufacturer and distributor of professional hair products, partnered with Pragmatiq to implement a bespoke CRM solution using Microsoft Dynamics 365. This initiative aimed to streamline customer service and operational processes, addressing inefficiencies and enhancing data management.
Background & Challenges
Background:
International Hair Cosmetics (IHC) is a manufacturer and distributor of professional hair products, selling both to distributors and directly to salons. The company previously used SharePoint, Outlook, and spreadsheets to manage data, which proved inadequate for their growing needs.
Challenges:
- Fragmented Data Management: Reliance on SharePoint, Outlook, and spreadsheets hindered efficient data management.
- Manual Processes: Managing customer queries and issues manually was cumbersome and inefficient.
- Tracking Difficulties: Users lacked the ability to track customer interaction history.
- Limited Automation: There was significant room for automation across business processes.
- Adaptability Needs: The new solution needed to be customisable and adaptable to cope with changing business needs.
The Solution & Implementation
Discovery and Planning:
Pragmatiq conducted a thorough analysis of IHC’s requirements and designed a customised solution leveraging Microsoft Dynamics 365.
Execution:
- Dynamics 365 Customer Service: Implemented to manage customer service processes, providing a process-driven system to ensure consistency.
- Case Management: Introduced functionality to support case management, enabling efficient logging and tracking of customer interactions.
- Mobile Capabilities: Leveraged Dynamics 365’s mobile capabilities, allowing users to access data and manage cases remotely.
- Automation: Introduced automation using Dynamics 365 and the Power Platform to streamline workflows and notifications.
- Outlook and SharePoint Integration: Established integrations to allow email tracking and document storage within the CRM system.
The Transformation
Results:
- Improved Visibility and Access to Information: The centralised solution provides a 360-degree view of customers and cases, significantly improving efficiency and customer experience.
- Faster Case Resolution: Mobile functionality enables quick access to data, allowing cases to be resolved swiftly, even when staff are out of the office.
- Increased Efficiency: Automation and notifications improve team collaboration and efficiency in resolving customer issues.
- Enhanced Business Continuity: The new system standardises business processes, making data accessible to all relevant staff and optimising the onboarding of new employees.
- Foundation for Future Growth: Dynamics 365’s customisability supports future requirements, offering a scalable solution for expanding business needs.
Get in touch to learn how Pragmatiq can transform your organisation with expert Dynamics 365 consultancy and tailored solutions.
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