Integrated Dynamics 365 CRM in Private Cloud for Canadian Logistics Company

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Zelite partners with a Canadian logistics company to deliver a competitive edge with mobile and an integrated Dynamics 365 CRM /ERP hosted in a private cloud

About Client

The client is focused on third-party logistics (3PL) sales and replenishment of Fast- Moving Consumer Goods (FMCG), catering specifically to Convenience Store and Gas Station customers on behalf of their consumer packaged goods (CPG) clients.

They have established offices in Mississauga, Brampton, Calgary, and Vancouver, strategically located to support their extensive distribution network across Canada.

The Problem

Due to rapid growth, the client had surpassed the capabilities of their basic mobile (POS) application, which their field sales and merchandising representatives were using to place orders on their smartphones. To sustain their ambitious expansion plans, they aimed to streamline their operations, enhance their analytical capabilities, and effectively utilize advanced technology.

The company faced several significant challenges in monitoring driver performance and reporting crucial on-site activities such as sales and merchandising tasks, cash and inventory management, and customer transaction data. They recognized the need and expressed a strong desire to automate and enhance their daily field operations to gain better visibility, laying the groundwork for future growth.

In support of their growth plans, they needed an integrated set of systems and mobile applications that would be flexible enough to support both their current and future business needs.

Industry

  • Logistics & Supply Chain

Solution

  • Dynamics 365 Customer Engagement 9.1 to Dynamics 365 Sales Enterprise 9.2 on cloud migration

Technologies

  • Microsoft Dynamics 365 CRM (SDK)
  • Common Data Service Configuration Migration Tool
  • Package Deployment Tool
  • Microsoft Dynamics 365 Module-Driven App

Users

  • Total Users: 220+

Engagement Model

  • Time and Material

Current Phase

  • Live & Under Support Contract

The Solution

A fully integrated sales, logistics, and finance solution was implemented, centring on Dynamics 365 CRM hosted in a private Canadian cloud. The integrated solution provided by Zelite was instrumental in addressing the challenges faced by the client in tracking driver performance and managing crucial on-site activities.

Integrations were developed between Microsoft Dynamics AX and Microsoft Dynamics 365 CRM. These two award-winning systems were further enhanced with Dynamics 365 Field Service to provide additional functions and improve the driver’s mobile experience using 4G mobile tablets.

With the use of Dynamics 365 Field Service, the company drivers could use their tablets, connected to Microsoft Dynamics in the cloud, to securely place orders, support merchandising, manage in-truck inventory, conduct customer surveys, take “proof of deployment” photos and issue cash receipts – All in real-time.

Testimonial:

“The time savings are substantial. In some cases, it is upwards of a 50% reduction in time – fabulous results”
Adam Baksh, VP

Benefits:

First-year accomplishments include:

  • Improved revenues
  • Increased driver performance (Reduced drive times, increased store visits per truck, and better sales relationships) using Dynamics 365 Field Service
  • Reduced operating costs (reduction in inventory held on each truck and truck fuel savings)
  • Eliminated high levels of cash shrink
  • Introduced new ancillary services and merchandising capabilities
  • Expanded their market differentiation and grew market share

Dynamics 365 CRM improved visibility into the client’s field operations and implementation of a new set of best practices, sales procedures, and training programs. Providing the drivers (sales & merchandising) with the tools like Dynamics 365 Field Service, has resulted in significant improvements in driver accountability and employee productivity.

Final Words

The mobile sales, merchandising, and inventory management capabilities via Dynamics 365 Sales and Dynamics 365 Field Service allowed the company’s field sales force to develop deeper relationships with their customers, visit more stores per day, increase sales, and introduce new value-added services.

With Dynamics 365 CRM along with the solution developed by Zelite, the client can now manage, monitor and grow its operations with confidence, freeing up valuable time and energy to focus its attention on customer service and logistics excellence

Zelite expertise in Dynamics 365 Field Service solution implementation, has helped the company leverage the power and analytics of Microsoft Dynamics 365 CRM to improve driver accountability, increase its operational efficiency and grow its business.

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