Offered solution that provides effective communication and
improves collaboration between Customer Orders, Service Department,
and Supplier in geographically dispersed locations that suffered
due to lack of standard platform.
Client is a leading Door
Installation Provider & Consultant company which handled door
Installation orders received from enquiries by Customers on email
or via Phone. Being an associate with one of the largest home
improvement specialty retailer in US, company also processed Orders
assigned to it as a supplier partner with the retailer.
There was no standard platform
while there were around 4 branch offices in different states of US
to process Order received from Customers and its retailer. The
company wanted to improve below areas:
- Information related to customer
management and Order processing was not integrated and thus hard to
locate. Company's customer service representatives often did not
have easy access to all of the information available during
- In order to coordinate the
process, the company used spreadsheets which were circulated to
Sales Manager and relevant Project Consultant manually via email.
In addition to manually performing the Order assignment to task
Sales Manager and Project Consultant, Client also manually entered
Order records into Door measurement application to process the
Order further to milling center. The error-prone process took a
- Streamlining between Suppliers and
Installers was often non-unjustifiably expensive as all the
follow-up activities of receiving materials from these Suppliers
was done manually by the Service Department and it consumed large
amount of time frame.
Equipped with diverse and practical
features, Cygnet demonstrated Microsoft Dynamics™
CRM that suited Client decision to take a 'total
solution' approach that provided complete customer relationship
management and integrated administrative tasks between the company
service department and account department.
MS CRM Dynamics through the Cloud
eliminated the upfront costs & hassles about integration and
deployment, as with the Cloud technologies you leverage the
software-as-a-service (SAAS) subscription model. In addition, Cloud
solution provides improved security and enabled every member of the
organization instant internet mobility and access to their business
data 24/7, no matter the location.
Key features implemented in the
- Automated Background
service scheduled to run at regular interval automated the creation
of creation Opportunity & Order creation in MS CRM for
Customer's Orders received from Third-Party Retailer site.
- Custom Workflow were
implemented to assign the Order / Opportunity to relevant Project
Consultant, Installer and Suppliers at appropriate time
with authorized privileges and send an automated email notification
to each User as his or her step in the process comes up.
- Customer Service representatives
and Sales Managers views activities & calendar to view door
measurement and installation schedules which improved coordination
and collaboration between sales and service team by tracking all
the information in one central system.
- Enquiries are converted
into orders faster and more consistently System even
lets to attach images of items to the quotations, as well as
provide more accurate responses to enquiries. All these speeded up
the response time to Customer enquiries.
- Integration with external
Supplier Portal and Door-measurement engineering applications with
- Enables automatic email
notification and Order assigning on respective external portal
whenever any purchase order is released against them.
- Lot of follow-up time was saved by
Service Department as the shipment status of shipped items managed
by Suppliers on their portal was automatically communicated to
Central Service Department in CRM via external connector.
- Automatic Closure of Order on the third party retailer
- Trigging of Order closure by Customer Service representatives
initiates the background service developed by Cygnet to
automatically closes the Order on the on the third party
- Integration with the QuickBooks managed
administrative tasks between the company service department and
- Complete automation of the Business Processes that improved
Customer Service and Satisfaction.
- Automated workflow increases productivity & saved time
- Workflow and Role-Based Security that restricted access to
sensitive data and applicable to only those employees who need
- Adoption is Fast and Inexpensive due to Flexibility &
Familiarity with familiar Microsoft software such as Microsoft