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( votes)When businesses undergo acquisitions, their IT departments often face significant challenges, particularly in transitioning business applications to a new infrastructure. In many cases, they must complete the migration under tight deadlines to avoid ongoing expenses associated with the existing IT environment. Our case history highlights how one company enhanced Sales and Customer Service with Microsoft Dynamics 365 BC and Microsoft Dynamics 365 Customer Engagement.
Here’s the scenario Techstreet encountered after being acquired by the American Association of Mechanical Engineers. Techstreet, a company specializing in subscription-based access to industry standards from various publishers, needed an efficient migration plan. With a lean internal IT team primarily focused on software development and customer support, the organization had limited resources to handle the transition independently.
Yet, this situation also provided an opportunity for improvement. At the time, Techstreet was using outdated systems for finance, sales, and customer service. Rather than simply transferring these legacy applications, leadership saw an opportunity to modernize to Microsoft Dynamics 365 products.
The Power of Dynamics 365 BC and Western Computer
After assessing its options, Techstreet selected Microsoft Dynamics 365 Business Central for enterprise resource planning (ERP) and Microsoft Dynamics 365 Customer Engagement for managing sales and customer interactions. Finding an implementation partner was the next step, and after evaluating multiple candidates, Techstreet partnered with Western Computer.
The project was executed in phases, with the first phase centered on migrating Techstreet’s business applications to its Amazon Web Services (AWS) environment before the looming deadline. A crucial aspect of this transition was replacing a custom-built ERP system with Dynamics 365 Business Central, ensuring a seamless integration with Techstreet’s subscription platform. This allowed subscription transactions to automatically sync with the ERP system, enhancing efficiency.
Additionally, Western Computer advised Techstreet on integrating various add-on applications with Business Central. These included tools that streamline credit card processing, document management, data integration, and storage solutions, minimizing the need for extensive system modifications.
Dynamics 365 BC plus Dynamics 365 CE Brings Greater Efficiency
Following the success of the initial phase, Techstreet continued working with Western Computer to optimize its operations further. This ongoing partnership underscores how Western Computer continually helps clients maximize their use of Dynamics 365 to improve efficiency.
The project’s second phase involved migrating sales and customer service functions to Dynamics 365 Customer Engagement. A significant enhancement in this phase was automating the quoting process within Dynamics 365 Sales. Previously, sales representatives relied on manual processes involving spreadsheets and emails. Now, these tasks are streamlined within the system, significantly reducing administrative workload.
Another significant improvement was the introduction of automated alerts for expiring customer subscriptions. The system now notifies sales representatives well in advance, prompting them to schedule renewal discussions. Additional reminders ensure follow-ups occur within 30 days of finalizing renewals, helping maintain customer satisfaction and retention.
For customer service, Dynamics 365 improved case management, which is particularly beneficial for Techstreet’s remote team. The platform supports self-service options and automated responses, allowing customers to find answers quickly. Additionally, service representatives can now prioritize cases more effectively and gain better insights into customer interactions and history.
Leveraging IT for Business Growth
The impact of modernizing Techstreet’s ERP and CRM systems is evident in the company’s operations. CEO Michael Klinger noted, “Our customer service efficiency has significantly improved. We now have a more stable system and can easily track case statuses using service metrics. Thanks to Western Computer, IT is no longer a limiting factor. Instead, it enables us to focus on growing sales and serving customers, directly impacting our bottom line.”
Michael Connor, senior Vice President of Business Transformation, highlighted the strategic benefits: “Previously, we had to expand our workforce to improve service delivery. With the solutions implemented by Western Computer, we can now handle increased customer demand without continually hiring more staff. Our technology now supports our growth.”
Techstreet’s ongoing trust in Western Computer further demonstrates this partnership’s strength. As Klinger emphasized, “Whenever we need assistance, they ensure we have the right resources. If we face vendor-related issues, they help us navigate them. Having a reliable partner who understands our needs and always acts in our best interest is invaluable.”
To explore how Western Computer helped Techstreet modernize its ERP and CRM systems and to see how your business can achieve similar benefits, check out the full case study.
Contact our experts at Western Computer today to learn how we can support your digital transformation journey.
By Western Computer, westerncomputer.com
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