Executive Summary
ITC Infotech implemented a unified Microsoft Dynamics 365 CRM for a global air filtration leader, integrating US, APC, and Canada divisions. The solution streamlined campaigns, sales, field service, and warranty management, enabling simplified processes and improved customer engagement.
Business Challenge
- Difficult to manage different CRM systems for different regions
- Different process for different regions
- Painful integrations and timeout issues since each CRM required custom integration middleware or connectors
- Data silos and inconsistent views due to the scattered data across three different regions
- Rising cost and maintenance overhead
- 20 years of legacy data in three different regions
Business Challenge
- Difficult to manage different CRM systems for different regions
- Different process for different regions
- Painful integrations and timeout issues since each CRM required custom integration middleware or connectors
- Data silos and inconsistent views due to the scattered data across three different regions
- Rising cost and maintenance overhead
- 20 years of legacy data in three different regions
Our Solution
- Implementation of Unified CRM with the introduction of the Business Region feature
- Implementation of single MSD365 CRM application for the three divisions – US, APC and Canada
- Simple and unified process covering Campaign, Lead, Opportunity, Quote, Field service & Warranty Management
- Unification of all processes using Unified CRM
- Implementation of Azure function to avoid the timeout issues, SSRS Report generation, OOB Dashboard Reports & Charts
Key Results and Benefits
- Unified customer view and analytics were provided with the Unified CRM implementation
- Operational efficiency and better collaboration across all three regions
- Lowered costs over time with the introduction of Unified CRM
- Single unified system with all users in one system, ease in maintenance from the infra/admin level
- 360-degree data view with 20 years of data visible in a single system
About ITC Infotech
ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. ITC Infotech is a wholly owned subsidiary of ITC Ltd., a 100-plus-year-old diversified conglomerate with businesses spanning Hotels, Consumer Goods, Paperboards & Packaging, Agri Business, and Information Technology. ITC Ltd. has been in the hospitality business for over 4 decades. It has over 100 properties across 70+ destinations. The hospitality practice at ITC Infotech is 800+ people strong and most have experience in the hospitality domain leading to a high-quality IT service experience for its hospitality customers.
