During the Discover Phase of the project, we hosted several workshops with the project’s key stakeholders. Deep diving into the key motivations behind implementing a new CRM and how to align these motivations with Dynamics 365 technical capabilities.
During these sessions, we identified the main information and core functions our client wanted to be contained and managed within the CRM. These included Lead Capture, Lead Creation, Opportunity and Quote.
It also surfaced that they require a place to map out the processes involved with progressing a lead from form submission, or initial contact, to qualified opportunity.
It was noted from the project onset that good customer service is of utmost importance to the client Team.
As such, they decided to dedicate additional time during the design phase to understanding their customer’s key touchpoints. This allowed our team of consultants to thoroughly map out the customer journey and create a CRM Solution that ensures their prospects feel nurtured not only until they complete a sale, but also throughout their future interactions with the business.
The initial project comparison highlighted Dynamics’ ability to integrate with their current systems, so the wireframes we created showcased how we would connect both solutions to get the best from both.