success story

Building a comprehensive customer solution

A seamless customer data migration to MS Dynamics 365
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challenge
The client wanted a CRM solution that ensured consistency in all the CRM processes.  They sought a solution that could improve its performance and scalability and ensure smooth application maintenance and platform upgrades by adopting Microsoft's best practices.
There was a need to migrate data from existing systems with the new system without impacting daily operations. While migrating the data to the new system, the client wanted to ensure that data was centrally located, visible, and accessible to various agencies, departments, and field assessors in real-time. 
 
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solution

Nagarro built an MS Dynamics 365 solution to streamline accounts and contract structures across different business units for process standardization. Our advanced reporting and dashboard enabled data-driven decision-making.
We built a single-page HTML application called CCA Dashboard to make the customer service processes more efficient. This helped the customer services representatives to track customer information like their case numbers and recent activities.
From an integration standpoint, the team integrated client data sources and customer 360 degree-view and carried out two-way sales point integration for managing the sales processes. We also integrated Salesforce systems into Dynamics 365 CRM for one of the business units. 
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outcome

The time taken to resolve customer queries by calling the representatives decreased from hours to minutes, significantly increasing process efficiency and productivity. An intuitive customer 360-degree dashboard and detailed performance reports for service representatives provided insights for better decision-making. The CRM system upgrade ensure scalability, allowing users to access the system on the go.