Sales automation for a special equipment dealer

Solution

Itransition’s consultants began by gathering system requirements, which gave us an understanding of the customer’s specific business processes, objectives, and needs. We conducted interviews and working sessions with stakeholders, from the technical team to different department leads. Next, we analyzed the customer’s workflows and identified the main pain points. Based on the collected requirements and the fact that the customer had other Microsoft ecosystem products, we recommended implementing Microsoft Dynamics 365 Sales. This solution was a great fit due to its ability to meet the customer’s goals of optimizing sales and operational efficiency and enhancing data visibility and decision-making. Another reason for opting for this solution was its exceptional scalability which meant that it could accommodate the company’s future growth.

Itransition’s team identified the essential Dynamics 365 Sales functionalities to address the company’s specific business challenges. Our experts then facilitated the initial product setup, ensuring the solution’s alignment with existing operations. Additionally, we streamlined the process of importing lead databases from external sources. Prioritizing a hands-on, results-driven approach, our team focused on live demos, practical examples, and direct collaboration instead of plain documentation to speed up CRM adoption.

Sales automation

The solution provides the customer’s sales team with capabilities for smart decision-making and sales automation, allowing them to spend more time on communication with end-clients. 

What is more, our team integrated the customer's CRM with other Microsoft products they use to enhance both agents’ productivity and user experience. We also made sure that Outlook emails could be sent from the CRM, allowing for faster, contextualized communication with end-clients, and that sales agents can interact with CRM contacts using Microsoft Teams without switching platforms. On top of that, we ensured the CRM natively integrates with Office apps, so that users can easily generate documents, analyze data, and manage end-client information. Finally, we connected the CRM to Microsoft Exchange, which allows for calendars, tasks, and emails synchronization on any device. All of the above creates a unified workflow that saves time and improves data accuracy.

Sales funnel management. Itransition customized sales management steps to align them with the sales process stages specific to the machinery and equipment rentals domain. As a result, sales funnel dashboards provide visibility into each stage, enabling users to keep track of potential deals and identify stages where progress is stalled.

Strategic decision-making. Dashboards provide a real-time view of sales funnel data while competitor analysis helps track actions and offers. This way, the customer can adjust the sales strategy, increasing advertising of best-selling models or segments, based on accurate data, not assumptions.

Precise targeting and personalization. Itransition integrated the client-specific industry and equipment registry, as well as uploaded international industry classifiers, into the customer’s CRM. This enabled precise targeting, personalization, and end-client segmentation based on their specific needs and preferences. Now equipment selection is accurate and tailored, with end-clients receiving personalized offers that maximize deal potential and minimize redundant communication. Owing to this, the company managed to grow customer trust and differentiate from other companies on the market.

Other CRM solution features include:

• Contact and client management
• Lead-to-opportunity management: creation, tracking, qualification of potential deals, and conversion of leads into deals
• Automatic/manual loading of lead databases with assignment to sales managers
• Automatic assignment of sales managers depending on the lead's region
• Task, call, and meeting management
• Reminders and calendar syncing
• Management of customer-specific industry directories and equipment
• Mobile access
• Integration with Microsoft Teams, Microsoft Outlook, Microsoft 365, Microsoft Dynamics 365 Finance & Operations, and customer systems

Customization

Having analyzed the customer’s main pain points and strategic goals, Itransition customized some Microsoft Dynamics 365 Sales functionality to streamline processes and workflows, improve usability, and maximize business value. In particular, Itransition’s team:

• Extended the default data model by adding customer-specific entities and dictionaries
• Extended the default permissions matrix for secure access control and proper workflow execution
• Configured stages of the deal business process and reasons for closing won and lost deals
• Customized the processes related to opportunities management and converting leads into opportunities
• Customized fields and updated layouts in forms to align with the customer’s sales processes and data management requirements
• Customized and automated some of the aspects of meetings management using Power Automate, helping sales managers consistently maintain contact with clients, receive meetings statistics, schedule recurring meetings, and avoid missing potential deals
• Implemented enhanced dashboards with the required reports and key indicators, as well as forgotten deals at risk of closing and clients who haven’t recently been contacted

Training

Itransition conducted demo and training sessions on utilizing the installed and configured system, ensuring that users fully understood its capabilities and functionalities, as well as best practices for its proper use. Additionally, Itransition offered ongoing user support, addressing questions or challenges that arose to ensure seamless adoption and optimal system performance.