The challenge: Fragmented and disparate processes
TESS wanted to bring sales and marketing work together in one shared platform. Previously, both systems and processes were fragmented and different across the regions. To ensure a more efficient solution that could support the entire organization, TESS chose to move forward with Customer Engagement in the Microsoft Dynamics 365 platform — with ProsessPilotene as a partner.
The solution was developed and implemented in several regions in the first phase, as a first step toward a unified and data-driven sales and marketing platform across the TESS organization.
Now that we have established our customer data from the ERP system, as well as created the contact persons, we now have a much better basis for tailoring marketing communications to our customer groups and segments.
Ola Hagen Bjerketveit, Sales Manager for Analytics and CRM at TESS
Data-driven platform for sales and marketing
In the first phase, we built a complete CRM platform in Dynamics 365 that supports the entire sales process; from lead registration to follow-up and reporting. The salespeople also received a mobile app for easy use out in the field, and customer data was migrated from Salesforce and integrated with ERP to ensure one shared, up-to-date customer database. In addition, solutions were established for insights and reporting that provide a better basis for decisions for both management and sales teams.
The project also includes marketing functionality for digital campaigns, segmentation, and consent management. The result is a modern and user-friendly CRM solution that gives TESS better customer insight and data quality, and enables the organization to work more proactively and efficiently with both sales and marketing.
Shared working platform
The background for the project was to create a shared working platform for working with our customers, across the entire organization. The goal was to develop a user-friendly system that creates real value for the users.
- We have now achieved this with good help from ProsessPilotene, and through the use of integrations with our ERP system, says Ola Hagen Bjerketveit. Here together with Thomas Köhl and Thomas Stene in ProsessPilotene.
User adoption and internal anchoring
From the very start of the project, great emphasis was placed on training super users and close involvement of the organization. This has contributed to a good rollout and strong anchoring in the sales and marketing teams.
TESS has worked purposefully to follow up on user adoption even after the solution went live in production. This contributes to increased collaboration, better data quality, and ensures that the investment delivers value.
Results so far
The project has already delivered clear benefits and laid a solid foundation for further development:
- A comprehensive CRM platform for sales and marketing
- Effective tool support for salespeople – also in the field
- Better data foundation for more efficient customer work and the right priorities
After launch, there have been very few technical challenges. The Dynamics platform gives TESS a solid foundation going forward – with further development toward service and field service internationally.
