From Manual Processes to Digital Efficiency

In a joint workshop, the team was prepared for the CRM project and actively involved from the outset. Continuous change management, including team involvement and transparent communication throughout the project, was essential to its success.

The first phase focused on establishing a solid foundation with Microsoft Dynamics 365 Sales. Key systems, such as billing, were integrated, master data management was transferred to the CRM, and the sales team was brought on board.

Ensuring high data quality from the beginning was particularly important, allowing employees to experience immediate benefits and develop a positive perception of the new solution.

Subsequently, additional processes were optimised. By integrating the webshop, the ordering process was automated and customer onboarding was improved.

As a result, the average processing time per order was reduced from approximately 15 minutes to just 3 minutes. With more than 100 orders per day during peak season, this represented a time saving of approximately 80%, freeing up capacity for more efficient and customer-centric service.

Only after these processes had been digitalised was marketing automation introduced using Microsoft Dynamics 365 Customer Insights – Journeys, enabling a more proactive approach to market development. Data processed through the integrated Power BI solution helps identify market opportunities and address them effectively. For example, event management for the annual General Assembly is now supported by the CRM. From invitations and registrations to follow-up activities, all relevant information is managed centrally.