Project Overview
Embarking on a strategic journey towards digital transformation, a leading auto sales and finance enterprise in the US automotive retail industry engaged Confiz to navigate the challenges posed by its legacy systems. With a meticulously planned implementation of Dynamics 365 Finance and Supply Chain Management alongside Dynamics 365 Customer Engagement, the company optimized its operations and achieved remarkable advancements in customer engagement.
The need
In a strategic move to stay ahead of the technological curve, a leading auto sales and finance company in the United States found itself grappling with the limitations of a legacy system. Recognizing the need for innovation, the client sought a strategic partner with an aim to assess its current system, identify issues, and help them migrate to a modern, scalable solution.
The primary objective was to replace the legacy ERP and improve customer engagement by streamlining sales opportunity management, tracking, and scheduling operations. Additionally, recognizing the need to modernize operations and meet the industry standards for sustained progress, the client wanted to eliminate manual tasks across various critical areas, including finance, product management, and inventory. Furthermore, the modernization effort extended to customer and case management, where the goal was to streamline workflows, improve data accuracy, and ultimately provide a better customer experience. Bottlenecks in the Online Credit Application process also needed improvement, as they were impeding efficiency and inflating costs. Through these comprehensive improvements, the client aspired to build a more agile, responsive, and competitive business infrastructure.
In response to these challenges and the associated business goals, the company chose Confiz’s expertise for a thorough system evaluation and a tailored solution.
The Solution
Confiz performed a thorough evaluation of the client’s system by comprehensively understanding the client’s business model, operational workflows, existing infrastructure, and automation requirements. This in-depth analysis formed the basis for our recommendation to transition from an on-premises setup to a unified cloud-hosted environment, leveraging D365 Finance and Supply Chain Management (D365 F&SCM) and Dynamics 365 Customer Engagement.
Central to our strategy was establishing a robust foundation for improved financial processes, including advanced bank reconciliation, financial reporting with drill-down functionality for overdue accounts receivables, and automated financial tasks. The project scope also involved seamlessly integrating sales and loan management processes into D365 F&SCM. This entailed centralized customer and vendor data management and product and inventory management enhancements.
Furthermore, our team executed the implementation of Microsoft Dynamics 365 Customer Engagement (CE) with Sales and Field Service modules within an accelerated timeline of 14 months, surpassing the original projection of 3 years. The new and improved CRM system was meticulously designed to automate and streamline manual front-line service operations, empowering the sales team to efficiently navigate the sales lifecycle from lead generation to deal closure. Key features within the Sales module included lead nurturing, seamless progression from leads to cash, and intuitive tools such as daily priorities and progress dashboards. The implementation also included the integration of the user’s credit application into the sales cycle. On the other hand, the Field Service module introduced optimized scheduling functionalities and a user-friendly mobile application for enhanced on-the-go access and productivity.
The Outcome
Secure and scalable solution
Embracing the cloud empowered the client to optimize resource allocation, reduce IT overhead, and enjoy enhanced accessibility, security, and scalability, aligning seamlessly with its business objectives.
Improved sales team productivity
The client enhanced its sales function by integrating user credit applications and automating sales processes for greater efficiency and improved CSAT scores.
Streamlined business operations
By unifying disparate systems into a cohesive platform, the company achieved greater operational agility, resulting in faster response times, improved resource allocation, and enhanced overall productivity.
Optimized financial management
Financial processes were digitized, ensuring accuracy, transparency, and better decision-making.
Comprehensive reporting capabilities
Advanced reporting provided the client with deep and valuable insights into customer and accounts management, enabling informed strategic decisions.
Optimized CE implementation
Addressing shortcomings in the existing CE implementation for the Accident Protection Plan team through bug fixes and configuration optimizations significantly enhanced productivity and operational efficiency.
