Ausgangslage
Landis+Gyr has acquired several companies over the last years, which had a very fragmented customer service landscape:
- Different CRM culture (acceptance & usage)
- Different needs and requirements
- Different applications
Landis+Gyr needed an experienced CRM partner that understood the complexity of the business.
Lösungsbeschreibung
Functional scope:
Generally all procedures with customer interactions were covered by the CRM project, including marketing, sales and service processes. A clear line was cut between the CRM application and ERP.
Technical scope:
MS Dynamics CRM replaced all sales and service applications, which were previously in use in the EMEA region:
- One central European customer database was established
- Data migration activities from legacy systems to MS CRM were performed for up-to-date and regularly used data
Rollout scope:
- The CRM application has been rolled out in 28 sites in the whole EMEA region.
Vorteile und Nutzen
Key benefits of our new European CRM platform are
- a 360° view of the customer by having all relevant customer interactions of the different arms of our organization (sales, service, marketing, etc.) documented against the customer
- a common platform for the CRM user community for service call handling, activity management and capturing / sharing of knowledge
- With MS Dynamics CRM we can manage our customers better.