Kolbi implements Microsoft Dynamics 365 Customer Engagement to further its growth and enhance its customer experience

Kolbi is a leading distributor and supplier of complex automation solutions. Immersed in a process of expansion, the company manages an extensive portfolio of brands and products, in addition to having a constantly growing number of customers with increasingly specific needs.

This adds a layer of complexity to its operations and meant it required a scalable solution able to improve its decision-making processes and customer experience. Specifically, it needed a comprehensive CRM (customer relationship management) strategy that would optimise its sales, marketing and customer service processes, as well as allow it to cement its position as an industry leader.

Faced with this challenge, the company decided to implement Microsoft Dynamics 365 Customer Engagement (MD365 CE), a task it entrusted Ayesa with. The solution was chosen based on its ability to bring all aspects of the sales process together in one place, from capturing prospects through to after-sales, as well as automate and optimise workflows.

MD365 Customer Engagement centralises all customer interactions on a single platform. The solution does not only manage all aspects of sales, marketing campaigns and customer service, it is also fully integrated with the ERP solution MD NAV, meaning complete automation of sales and after-sales processes.

The project was completed in various stages, beginning with the identification of Kolbi’s specific needs and ending with the set-up and configuration of the solution. Ayesa accompanied the company throughout the entire process. This involved creating a change management plan to ensure the smooth implementation of the solution, a key part of which was providing tailored training to staff.

Notable aspects of the solution include:

• The creation of a database that integrates information on sales prospects, customers and contacts with Kolbi’s ERP solution.
• The automation of capture and qualification as well as sales opportunity management.
• An improved customer experience through a system that classifies incidents, helps resolve them and analyses the outcome.
• The creation and analysis of marketing campaigns for sales prospects and customers, something that has increased conversion.

Following the introduction of MD365 CE, Kolbi has significantly improved its sales and CRM processes. Its main benefits include:

• The unification and centralisation of customer management by way of an intuitive and user-friendly system. This has increased the productivity of the company’s sales and customer service teams.
• An increase in the number of sales opportunities and an improvement in Kolbi’s closing rate. This has been made possible by optimising workflows and maximising efficiency.
• Greater customer loyalty thanks to a more efficient and personalised after-sales service based on comprehensive CRM.
• Optimised sales and after-sales processes by automating the flow of information between Kolbi’s CRM and ERP systems. This has reduced the number of mistakes made and increased operational efficiency.

Ultimately, by implementing a robust solution and having a committed team, Kolbi has been able to transform its operations. This has laid the foundations for sustainable growth over the coming years.