Dynamics CRM Customization to Integrate Telephony and Support Field Service

Client

The Client is a European multi-business company, with the main focus on gas stations and real estate development.

Challenge

The Client used a customized Dynamics 2013 CRM solution, which functionality ceased to meet their business needs in full. In particular, the Client faced the following challenges:

• The Client received high volumes of customer requests via the phone but couldn’t have all the records and interactions stored within their CRM automatically.
• The Client couldn’t streamline their field-service processes across multiple locations as sales data was locked in their ERP and inaccessible via their mobile app. All that resulted in having to enter data manually later.

The Client also didn’t have the in-house resources to carry out solution support on their own, so they required the vendor to perform further solution support to ensure smooth system performance.

Solution

The Client turned to ScienceSoft as a reliable provider of Microsoft Dynamics 365 services. To facilitate the Client’s work with over-the-phone client requests, ScienceSoft’s team integrated the telephony module provided by the Client with its Dynamics CRM solution. After the module was successfully integrated, the team performed all the necessary configurations of the telephony module and the Microsoft Dynamics CRM solution itself to let the Client’s employees use CRM telephony directly without the need to switch to the phone. The entire process of computer telephony integration was performed without causing interruptions to the Client’s business processes, taking into account the volume of existing customer requests.

To provide the Client’s field agents with secure access to the company’s ERP through a mobile app, ERP configuration through Windows Services employing AD FS has been performed. ScienceSoft’s team also configured the ERP using Windows PowerShell to make it fully compatible with the Client’s mobile Microsoft Dynamics CRM.

To ensure that the customized solution worked as intended, ScienceSoft provided support for 6 months, according to the Time and Material pricing model. During this period, the team continuously monitored the system’s performance, conducted system audits, and provided system fixes when needed.

Results

Due to computer telephony integration with Microsoft Dynamics CRM, the Client got quick access to detailed customer information and could deeper personalize their services without tool-switching. With ERP data made accessible via a mobile app, the Client was able to streamline their field services processes, while keeping sales data secure. The support of the customized solution ensured the system’s faultless performance and increased user adoption.

Technologies and Tools

Microsoft Dynamics CRM 2013, Windows Server, AD FS, Windows PowerShell, Microsoft SQL Server