A decorative stone wholesaler/retailer out of Michigan has several different businesses under one umbrella of operations. They have a landscaping company, stone company, and a retail store for their products. For their landscaping and stone companies, everything is project based and they needed a better way to manage their jobs along with the paperwork involved. They were managing everything offline which greatly slowed customer service capabilities and produced virtually no insight into their customer’s buying habits.
Because they had three companies essentially operating independently, they couldn’t take advantage of cross-selling opportunities. Since everything was managed offline, they didn’t know if a potential customer looking at marble counter tops may have previously purchased their landscaping services. Since they are both a wholesaler and a retailer, they work with contractors and end customers. So if an end customer worked with one of their contractors, they had no way of currently tracking it. They knew this lack of insight was causing them to miss out on sales opportunities and was ultimately affecting their bottom line.
As a Certified Microsoft Dynamics Partner with dual Gold competencies in ERP and CRM based out of Michigan, The TM Group was able to help this wholesaler/retailer with Microsoft Dynamics® CRM. Salesforce.com was also in the running for their potential solution, but here are two main reasons why they chose Microsoft Dynamics CRM in the end:
- Microsoft Dynamics CRM proved to be much more scalable. The TM Group was able to create a job scheduling piece specific for their needs out of Microsoft Dynamics CRM that streamlined project management and brought all their information into one place. Salesforce.com could not compete with their out-of-the-box offering.
- Microsoft Dynamics CRM also integrates seamlessly with Microsoft SharePoint, an intuitive document management solution. Microsoft SharePoint Online makes it easy for this company to manage their documentation along with each of their projects. By just a click to a link, they can access every piece of documentation right within their CRM solution. No additional training needed, but streamlined document management guaranteed. This interoperability was not possible with Salesforce.com.
With Microsoft Dynamics CRM, better customer insight is helping this company create more opportunities by marketing to the right contractors and end customers. They now have insight into who works directly with their contractors, giving them better knowledge of who their target market is. With a better handle on their marketing, they’re confident in the sustainability of their operation and no longer feel like something is missing.
The TM Group was also able to provide extensive data clean up. Previously, one of their customers might have existed in several places and now exists only once in Microsoft Dynamics CRM with complete information behind it. Each contact in their existing data system was “Geo Coded” providing a unique longitude and latitude for each customer. Duplicate customers were then matched up by Geo Code, Address (using a Levenshtein Distance algorithm to handle misspellings) and/or name. This allowed the TM Group to, with a great deal of accuracy, identify and handle duplicate customers regardless of primary contact name or address misspellings. Each contact was identified as a “master” and associated to any number of duplicates, which were verified and removed.
Job scheduling and management is also much easier with Microsoft Dynamics CRM. The TM Group was able to create a workflow in CRM giving full insight into projects. It’s easy to view the activities and stages for a project as well as afterward so customer representatives follow up appropriately. Non CRM users even get notification and/or reminder emails prompting them to stay on task for specific jobs so they complete their jobs on time. This has enhanced their customer service and ensures the longevity of their operations.
This success story is proof of the efficiencies possible with Microsoft Dynamics CRM. If you are interested in learning more about our Microsoft Dynamics CRM consulting, custom development, and custom integration services, please feel free to contact us.