Continuous CRM Evolution and Dynamics 365 Consulting for a US Biotech Company
About Our Client
The Client is a US-based biotechnology company offering software and hardware for neuroscience, including solutions for microscope image processing, 3D tissue and organ reconstruction, high-throughput evaluation of cell behavior and function, etc.
The Client’s research-backed products are featured in approximately 20,000 peer-reviewed papers and are used by over 10,000 healthcare and life sciences organizations worldwide, including Pfizer, NIH, the University of Cambridge, and AstraZeneca.
Continuous CRM Support, Troubleshooting, and Evolution
To outsource long-term support of its enterprise CRM solution, the Client was looking for a partner with experience in Dynamics 365 and a good understanding of biotechnology industry specifics. As an official Microsoft partner with nearly two decades of experience in healthcare IT, ScienceSoft was the right match.
For over three years, ScienceSoft’s team supported the Client by resolving recurring and emerging CRM challenges. We fixed CRM customization defects, updated the system, resolved authentication issues, and migrated a 200GB CRM database to a new server.
Despite the prompt issue resolution, the efficiency of the CRM workflows left much to be desired. The Client wanted to embrace the full potential of the Dynamics 365 platform and reached out to ScienceSoft for Dynamics 365 consulting.
ScienceSoft’s team determined that the key factor hindering CRM efficiency was extensive customization and the use of over 40 complex support robots (custom Python scripts with 15,000+ lines of code) for routine task automation. The robots were integral to the Client’s software license-selling process and were used for mailbox monitoring, case creation, opportunity logging, email distribution, and more. ScienceSoft suggested replacing the underperforming support robots with native Dynamics 365 automation functionality. After receiving the Client’s approval, we successfully implemented these changes.
While analyzing the system’s workflows, SicenceSoft also identified that users from four key departments (Sales, Marketing, Operations, and Support) didn’t collaborate within the CRM. Establishing their smooth interaction during the entire cycle of customer management was an opportunity to boost CRM efficiency at large. ScienceSoft mapped the tasks performed by each department in the CRM and designed efficient workflows for cross-functional collaboration within the system.
After completing the CRM consulting stage, ScienceSoft provided on-demand support to the Client, handling CRM configuration, customization, and support requests throughout the engagement.
Boosted CRM Productivity and Cross-Department Collaboration
As a result of a three-year collaboration with ScienceSoft, the Client got:
- Reliable and rapid support and troubleshooting for its Dynamics-based CRM.
- Improved productivity of CRM processes thanks to replacing complex automation robots with native Dynamics 365 functionality.
- Streamlined collaboration among four key departments (Sales, Marketing, Operations, and Support) within the CRM thanks to enhanced digital workflows.
Technologies and Tools
Microsoft Dynamics 365, Microsoft Exchange Server, Microsoft SharePoint.
