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success story

A Dynamics 365 solution to capture customer feedback

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challenge

The client sought to simplify and upgrade its MS Dynamics sales and marketing implementation through guided assistance for system users and alignment with business operations. They wanted to add a CPQ and a complaint management functionality in Dynamics CRM. There was also a need to establish a customer feedback process. 

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solution

Nagarro collaborated with the client to design a modernized, comprehensive solution that digitized their service, marketing, and customer complaint requirements. We implemented a complete customer complaint management application within the CRM and integrated it with Adobe E-sign solution. The team offered value-added services through service management and support requests, and customer feedback survey management. We also integrated the CPQ solution into CRM using PROS Smart CPQ, enabling the automatic generation of quoting/contract documents, including quotes versioning.

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outcome
The implementation led to an efficient opportunity management, an effective sales pipeline, and a conscious customer marketing. Through process digitization, the client achieved improved efficiency and enhanced user experience. The new customer complaint management application served as a central hub for client complaints. This, in turn, helped capture customer feedback for continuous improvement.