[Video] Customer Service in the Metals Industry – Part 1

In this short miniseries, I’ll walk you through a custom customer service module we created for one of our larger clients in the metals industry. This module is designed to track every customer issue and more importantly, manage any claims made by customers—specifically, those situations where we have to issue a refund. The module not only tracks these claims but also includes the ability to issue claim requests to vendors, mills, and other plants. It’s an end-to-end solution that brings everything under one roof.

Why Build a Custom Service Management Module?

At P2 Automation, we’ve developed several custom service management modules over the years. You might be wondering, “Why didn’t you just use the out-of-the-box Cases module in Dynamics 365?” There are a few reasons for this.

1. Cost: As of the time of this video, the Case Management feature in Dynamics 365 costs at least $105 per month per user. That’s a significant expense, especially for companies that need multiple users on the system. The cost can be even higher if you’re using the Sales Module along with it. By opting for a custom solution, we can deliver more functionality at a fraction of the cost.
2. Customization to Meet Client Needs: Everything we develop is customized to meet the specific needs of our clients. Dynamics 365’s out-of-the-box solution would require substantial modifications to match these unique requirements. Instead of paying extra for the licensing and spending time on the customization process, it’s more efficient for us—and more affordable for our clients—to start with a custom entity built from the ground up.

In short, our custom “Cases” module is a perfect fit for clients in the metals industry, delivering tailored functionality that meets their business processes without the hefty price tag associated with pre-built solutions.

Conclusion

Creating a customer service module that tracks issues, manages claims, and integrates with vendors, mills, and other plants is no small feat. However, at P2 Automation, we’ve successfully designed and built a solution that streamlines these processes for our client in the metal industry.

While many businesses may rely on out-of-the-box software like Dynamics 365, we believe that in this case, a custom-configured solution was the best option for keeping costs low, ensuring flexibility, and delivering a solution that truly fits the client’s needs. Stay tuned for more insights on how we continue to innovate and create solutions that drive efficiency and value for our clients.

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