This case study highlights the expertise of inoday, a trusted digital transformation company, in implementing Microsoft D365 F&O and CRM for a USA-based VoIP services provider. Their current, outdated ERP software wasn’t able to meet their needs in today’s digital age; so, they needed a reliable solution to help their finance and operations team to properly manage business and get unlimited scalability to manage business data through zero business disruption.
Service
Microsoft Dynamics 365
Industry
Professional Services
Location
USA
Introduction
About Customer
Based in the USA, the VoIP services provider is well known for its commitment to delivering excellent excellent service to customers. It primarily has a subscription-based business model to earn revenue. Moreover, it needs to maintain relationships with existing customers and resolve their queries to create trust and credibility. Through continuous innovation and responsive customer support, the provider ensures customer satisfaction and loyalty.
Business Challenges
The customer wanted to make its presence outside the USA and required comprehensive ERP and CRM software. It would have helped them to enhance their operational capability and serve customers better. However, they faced challenges in scaling their operations globally and managing diverse regulatory compliance. Additionally, they needed to streamline communication across multiple time zones, improve data synchronization for effective decision-making, on-time reporting, and consolidation of data at a unified place for quick view.
Solution
After examining the market, they chose inoday, a Microsoft Dynamics 365 Partner, to gain digital excellence. The consultants of inoday assessed the business challenges and based on the requirements, Microsoft Dynamics 365 F&O and CRM solutions are suggested. After implementing those solutions, the customers’ business grew by over 15% CAGR. Additionally, they achieved seamless integration of their global operations and significantly improved customer satisfaction.
- Enhance Customer Experience – They were able to use virtual agents, multiturn dialog, and call forwarding features that were beneficial for them to optimize their operations.
- Improve Decision Making – The overall performance of the team improved with no operational issues and quick adoption of the changing market scenario.
- Deep Data Insights – A seamless integration between Dynamics 365 ERP, and its chosen CRM solution, Dynamics 365 Customer Service, leads the team to greater visibility and further insights.
- Operational flexibility – Migrating from on-premises to Microsoft Azure cloud increased the efficiency of Sales, Services, and Operations teams by up to 25%.
The Result
With the implementation of Dynamics F&O, a cloud-based ERP service, the VoIP service provider maximized financial operations. Also, the Microsoft CRM solution elevated the customer service experience of the business. In addition, automation, data, and increased productivity of employees are some of the major benefits attained by the customer.