The challenge: Fragmented and disparate processes
TESS wanted to bring its sales and marketing activities together on a single platform. Previously, both systems and processes were fragmented and varied across regions. To ensure a more efficient solution that could support the entire organization, TESS chose to move forward with Customer Engagement on the Microsoft Dynamics 365 platform – with ProsessPilotene as its partner.
The solution was developed and implemented in several regions during the first phase, as an initial step towards a unified, data-driven sales and marketing platform across the TESS organization.
User adoption and internal buy-in
From the very start of the project, considerable emphasis was placed on training superusers and closely involving the organization. This has contributed to a successful implementation and strong buy-in across the sales and marketing teams.
TESS has worked systematically to monitor user adoption even after the solution went live. 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:
Since launch, there have been very few technical challenges. The Dynamics platform provides TESS with a solid foundation for the future – with further development focused on service and field service internationally.
"Now that we have established our customer data from the ERP system and created the contact persons, we have a much better basis for tailoring our marketing communications to our customer groups and segments." – Ola Hagen Bjerketveit, Head of Sales Analysis 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 sales representatives were also given a mobile app for easy use in the field, while customer data was migrated from Salesforce and integrated with the ERP system to ensure a single, shared, up-to-date customer database. In addition, analytics and reporting solutions were established to provide both management and the sales teams with a better basis for decision-making.
The project also includes marketing functionality for digital campaigns, segmentation, and consent management. The result is a modern, user-friendly CRM solution that provides TESS with better customer insights and data quality, enabling the organization to work more proactively and efficiently across both sales and marketing.
Shared work platform
The project was initiated to create a shared work platform for collaborating with our customers across the entire organization. The goal was to develop a user-friendly system that delivers real value to users.
“We have now achieved this with valuable assistance from ProsessPilotene and by using integrations with our ERP system,” says Ola Hagen Bjerketveit, pictured here with Thomas Köhl and Thomas Stene from ProsessPilotene.
