Engage with your customers using Dynamics 365

As Switzerland’s first implementation partner for Microsoft Dynamics 365, ELCA provides expert consulting and implementation services to accompany your digital transformation and help you build your own CRM solution.

How to engage with customers in a modern and efficient way while keeping a central view on all specific business interactions? Microsoft Dynamics 365 offers an off-the-shelf set of applications that cover many engagement needs (sales or marketing management, customer service, field service, etc.) and that rely on a centralized and 360° integrated platform.

About

ELCA qualified as a Gold Cloud Customer Relationship Management certified Microsoft partner, thanks to ELCA’s vast know-how in implementing more than 100 successful CRM projects in the last 10 years in various industries and application fields such as (but not limited to):

  • Sales force automation (professional services, insurances, retail, manufacturing, utilities).
  • Customer and field services (banks, insurances, professional services, utilities).
  • Stakeholder relationship management (NGOs, government).
  • Marketing automation (retail, media, utilities).

ELCA has also developed a set of packaged solutions to respond to specific needs or accelerate project realization such as event manager or our NetworkViewer.

 

Services and capabilities

ELCA offers the following services to successfully implement your CRM solution:

  • Consulting, business analysis, best practices advisory.
  • Solution implementation and project management.
  • Application management and managed hosting.
  • License optimization and license reselling (CSP tier 1).
  • Change management, support and training.
  • Access to ELCA’s broad set of skills and expertise in the domains of Office365, Data Analytics and visualization, Artificial Intelligence, security and Azure services.

Our growing team of currently 50 local Customer Engagement specialists deliver projects in 20 languages and is remotely supported by our Vietnamese consulting team to provide scalability and cost efficiency.

Solution

Because Dynamics 365 solutions all start from a business-specific application, your ELCA Project Manager is a specialist who will guide you through best practices and help you find the optimal balance between best-of-suite and best-of-breed for each of Dynamics 365’s applications.

 

Sales management is the most common but still the most diverse process that we encounter across projects.

 

It is often the starting point of a CRM project because selling requires a clear view of the customer journey inside your company.

 

CRM success depends on understanding your selling model and guiding sales, and their supporting teams, to opportunity management and assembling the right information from external systems (ERP).

Marketing

Sales and customer management generate Marketing needs. Companies approach marketing in different ways. How broadly and how deeply marketing is addressed within each company depends on its business, culture and traditions. Our experts assess the possible fit with Dynamics for Marketing, Adobe campaign Management, and Click Dimensions. When customers have a preferred marketing automation solution, ELCA finds the best way to integrate it with Dynamics. In that situation Dynamics is used to define segmentations and the marketing automation tool does the message processing, feeding information back to Dynamics.

 

Service

The Service part of a CRM often requires a rigorous approach to how an incident is addressed and how to forward it to support levels. Dynamics brings a set of functionalities to support queuing, a knowledge base, and respect of SLAs. This already rich platform can be complemented by other tools, such as Unified Service Desk, to build a high-performance agent-oriented UI.

The complete omnichannel layer of a Service project is supported by solutions such as CafeX and Genesys, which are needed to build a pure customer-centric scenario on all channels.

Solution overview

 

Field Service

While Service is about providing remote assistance to customers, Field Service provides a complete Field Service management solution, including service locations, customer assets, preventative maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing, and analytics. A dedicated mobile app enables the Field Agent to provide real-time information about his or her location and ongoing interventions.

Solution overview

 

Portals

In any project from Sales, to Service/Field Service, to Marketing, and Project Service Automation … we can expose part of a business process to external resources. Then Dynamics becomes the back-end of a collaborative system where a portal enables opening a support case, entering a lead or, e.g., reading information about project consumption. This is where solutions like Dynamics Portal of Sitefinity and Pavliks Connector are used. We are also able to use our connector to integrate other portals.

 

Finance and Operations

A cloud-based system, Microsoft Dynamics for Finance and Operation is the ERP component of Dynamics and offers the ability to keep track of finances and inventory. Larger enterprises can benefit from integrated retail, manufacturing, HR, supply chain, and more general functionality in the Enterprise Edition. ELCA is one of the very few companies with references and certified resources for both CRM and ERP.

Solution overview

 

ELCA Solutions

ELCA expertise is invested in our own solutions, that we would gladly introduce to you upon request. CRM NetworkViewer: our NetworkViewer provides an overview of your customer network. An approach that helps you better understand your contacts in the CRM.

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