Sales automation for a special equipment dealer

To gather the customer’s CRM system requirements as well as better understand their sales process pain points and needs, Itransition’s experts conducted interviews and working sessions with stakeholders, from the technical team to different department leads, and analyzed the customer’s sales workflows.

Based on the collected information and considering the customer’s positive experience with Microsoft products, Itransition recommended implementing Microsoft Dynamics 365 Sales that provides capabilities to optimize sales and operational efficiency, enhance data visibility and decision-making, and enable business growth due to easy scalability.

Itransition’s team identified the required Dynamics 365 Sales functionality to address the company’s specific business challenges and conducted initial solution setup, ensuring system alignment with existing operations. Additionally, we streamlined the import of lead databases, maintained as Excel files, from external sources into the new CRM and conducted thorough user training post-deployment.

Sales automation enablement

To create a unified sales workflow that saves agents’ time and improves data accuracy, our team integrated the new CRM system with the following Microsoft products the customer used:

• Outlook, to enable email sending directly from the CRM for faster, contextualized communication with end-clients
• Microsoft Teams, to enable interactions with CRM contacts in Microsoft Teams without switching platforms
• Office apps, to allow users to seamlessly generate documents, analyze data, and manage end-client information
• Microsoft Exchange for calendar, task, and email synchronization across devices

Customization

Drawing on the customer’s main pain points and strategic goals, we implemented the following Microsoft Dynamics 365 Sales functionality customizations to streamline sales management, improve system usability, and maximize its business value:

• Extended the default data model by adding customer-specific entities and dictionaries
• Expanded the default permissions matrix for secure system access control and proper workflow execution
• Configured stages of the deal business process and reasons for closing won and lost deals
• Customized opportunity and lead conversion processes
• Customized fields in forms and updated layouts to align with the customer’s sales processes and data management requirements
• Customized and automated some of the aspects of meetings management using Power Automate, helping sales managers consistently maintain contact with clients, receive meeting statistics, schedule recurring meetings, and avoid missing potential deals
• Enhanced dashboards with the required reports and key sales performance indicators that also help identify forgotten deals at risk of closing and clients who haven’t recently been contacted

Training

Itransition delivered live demos and training sessions with practical examples on utilizing the new CRM system that covered its capabilities, functionality, and best practices. Additionally, we offered ongoing user support, addressing arising questions or challenges to ensure seamless adoption and optimal system performance.