05 Aug, 2024 | Case Study

Sales, Customer Service, and Marketing Automation for Wealth Management company with Dynamics 365

Posted on 05 Aug, 2024 by Somesh Siripuram, Posted in Dynamics 365 Marketing

Customer Overview

Our customer, a leading financial services provider based in Mumbai, India, sought to enhance the efficiency of its Investment Management department. The primary objective was to implement Microsoft Dynamics 365 to streamline their Sales, Customer Service (CS), and Marketing operations.

Project Background

This project marked Nebulaa’s first venture into the Banking, Financial Services, and Insurance (BFSI) domain, delivering a comprehensive solution tailored to client’s unique business requirements.

Challenges

1. Manual Processes: Inefficient manual processes impacted quality output, causing delays and missed deadlines.
2. Lack of Tracking: Absence of tracking mechanisms for information and performance due to manual workflows.
3. Third-Party Dependency: Heavy reliance on third-party tools led to significant investments and dependency on external teams.
4. Data Visibility: Lack of visibility and accessibility of centralized data hindered informed decision-making.

Technologies Involved

• Microsoft Dynamics 365 Sales
• Microsoft Dynamics 365 Customer Service
• Microsoft Dynamics 365 Marketing/Customer Insights - Journeys
• SharePoint Online
• SQL Server Integration Services (SSIS)
• Power Platform

Solution Delivered

Nebulaa implemented a robust Microsoft Dynamics 365 solution to address these challenges, providing significant benefits across all three departments.

Thorough Analysis & Documentation

We conducted a comprehensive analysis of existing processes and data, followed by meticulous documentation to ensure a clear understanding of requirements and objectives.

Intelligent and Scalable Design

An intelligent and scalable design was developed to reduce future system maintenance needs, ensuring long-term sustainability.

Data Migration and Integration

• Data Migration: We implemented data migration packages using Kingsway Soft's SSIS Connectors to update Dynamics 365 with data from the backend database daily. This ensured seamless data access for the Sales, CS, and Marketing teams.
• Single Platform Integration: The integrated platform provided centralized access to data, enhancing visibility and efficiency.

Customer Service Module

• Automated Case Creation: Incoming customer emails automatically generated cases, ensuring no requests were missed.
• Transactional Detail Identification: Automated keyword identification reduced manual data entry.
• SLA Implementation: Advanced SLA features with a three-level escalation matrix and email notifications enhanced response times.
• Case Assignment: Custom round-robin case assignments and automatic SLA assignments based on keywords optimized workflow.
• Enhanced Security: Advanced security measures were implemented to meet custom requirements.
• Storage Solutions: A custom solution was designed to manage email activity records and attachments, addressing storage concerns.

Marketing Module

• Out-of-the-Box Features: Implemented Customer Journeys, Segmentation, Event Management, and a Branding Portal for event listings.
• Custom Channels: Integrated SMS and WhatsApp APIs with end-to-end encryption for secure communications.
• Dynamic Content: Enabled configuration of SMS and WhatsApp templates with dynamic content replacement.
• Sender Approval: Implemented a custom approval process for validating sender email addresses for marketing emails.

Sales Module

• Sales Accelerator: Provided a prioritized list of work items for sales personnel.
• Dashboards & Analytics: Implemented dashboards and Sales Insights Analytics for data-driven decision-making.
• Outlook Integration: Integrated Outlook Add-on for email tracking within Dynamics 365.
• Sales Copilot: Deployed Sales Copilot to boost productivity.

I wanted to take a moment to express our sincere appreciation and gratitude to your company for the exceptional work you've done as our CRM integration partner. Your recent completion of the Customer Service and Marketing module has been nothing short of outstanding.

Your team's dedication, expertise, and commitment to excellence have truly shone throughout this project. The successful integration of the CRM system has streamlined our operations and significantly improved our customer service and marketing efforts. It's evident that Nebulaa's contributions have had a positive impact on our business.

Your ability to understand our unique needs and challenges, coupled with your innovative solutions, has made you an invaluable partner. We look forward to continuing our collaboration and exploring new opportunities together.

Once again, thank you for your hard work, professionalism and the remarkable results you've delivered. Nebulaa has proven to be a reliable and trusted partner and we are excited about our future endeavors.

Value Delivered

1. Enhanced Efficiency and Accuracy: Systematic tracking of information significantly improved the accuracy and efficiency of the team.
2. Return on Investment (ROI): Implementing a single system for sales, service, and marketing activities reduced the cost of third-party add-ons.
3. Scalability: The solution’s design, utilizing out-of-the-box features and supported customizations, ensures scalability for future growth.
4. Transparency and Compliance: The system captures all events and audits, ensuring compliance and delivering transparent results.

Project Duration and Support

The project was successfully completed over a period of 1.5 years. We continued to work closely with Client to provide ongoing support and maintenance for the delivered modules.

Best Practices

Nebulaa adhered to industry best practices for coding, deployment, and source code versioning, ensuring a reliable and scalable solution for Customer.

Conclusion

The implementation of Microsoft Dynamics 365 has significantly streamlined the operations of Client’s Investment Management department, enhancing efficiency and productivity across Sales, Customer Service, and Marketing. Nebulaa is proud to have delivered a comprehensive and innovative solution that meets the dynamic needs of the BFSI domain.