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Proven Dynamics 365 Experience for a Large SaaS, IoT and Mobile Solution Provider

About the Client

The client is a leading SaaS, IoT and mobile solution provider based in the United States. It works with several large enterprise verticals, service providers and small-medium businesses worldwide to enable their mission-critical applications.

Project Overview

The client wanted to transform its business processes and IT infrastructure with over 400 users South Africa, USA, Europe, and Australia. The CRM scope covered marketing campaigns, lead-to-order, contract management, field service management, case management, enabled with mobility.

The client approached Tech Mahindra’s Microsoft Dynamics 365 practice for a consulting-led engagement to modernize its business processes.

How Tech Mahindra Helped

The Tech Mahindra experts replaced the country-specific legacy CRMs and ERPs of the client with globally standardized Dynamics 365 CRM and NetSuite ERP. It involved integration with ERP, CTI tools, Telematics platforms.

They set up an onsite-offshore model of operations for multiple regions across the world. Starting from South Africa, the solution was implemented in other countries the client was operating in.



Dynamics 365 CRM (Cloud) Capabilities Applied

  • NetSuite ERP
  • CTI tools
  • Telematics platforms

Value Delivered

  • Several critical processes were automated, which eliminated volumes of manual handoffs, resulting in higher productivity and reduced errors.
  • Automation ensured better utilization of enterprise resources and the client was able to handle greater volumes.
  • The implementation led to improved sales efficiency and better conversion rates.
  • Productivity in field services shot up by 60%. The average daily jobs increased from 2.5 to 4.
  • Process improvement also increased the agility in the customer management cycle. The turnaround time for customer requests became shorter and issues resolution was quicker.
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