Transforming sales and customer management with Dynamics 365 Sales

Sapphire faced several issues with their existing CRM system, Salesforce, which did not align with their rapidly growing business model. The system wasn’t integrated with project management tools, making communication and data sharing between departments cumbersome. Additionally, the complexity of the CRM setup made training new employees difficult, and key decision-makers lacked a real-time view of the business. Sales pipeline status, project progress, and financial metrics were scattered across different sources, making it hard for leadership to gather accurate data and make timely, informed decisions on strategy and customer needs. Sapphire needed a more scalable, integrated solution to streamline sales workflows and provide better insights for decision-making.

• Inefficient sales operations: The complexity of Salesforce’s customization options and features made it difficult for Sapphire’s team to effectively utilize the CRM for their project-based sales processes.
• Limited visibility: There was limited visibility into sales performance and project forecasting, making it difficult for the team to make informed decisions.
• Adoption and training challenges: The complex CRM setup required extensive training, making it harder for new sales reps to adopt the system.
• Disparate systems: The lack of integration between Salesforce and their accounting system led to siloed data, requiring manual data transfer and frequent errors.

With Dynamics 365 Sales CRM in place and fully integrated with their ERP system, Sapphire Gas Solutions transformed its way of working. The sales, operations, and finance teams are now connected like never before, sharing information through the system rather than through spreadsheets or email. Processes that used to take days of effort are now completed in hours or minutes, and employees at all levels have gained unprecedented visibility into the business. These improvements have enabled Sapphire to be more agile and customer-focused, positioning them for continued growth. Notable outcomes and benefits include:

• Streamlined workflows: Sapphire has eliminated the use of spreadsheets and manual tasks. Routine processes, such as inputting customer data and transferring project details to accounting, are now handled digitally in one system.
• Faster onboarding: New sales reps can ramp up quickly with the intuitive Dynamics 365 interface, cutting onboarding time from weeks to days and enhancing user adoption across the company.
• Improved data visibility: Critical business data is consolidated in one place, enabling salespeople and executives to access real-time dashboards for pipeline status, project updates, and customer history.
• Enhanced collaboration: With all departments accessing the same customer and project records, communication gaps have been closed. Teams now collaborate more efficiently, leading to faster responses and improved customer service. Internally, the reduction in redundant communications has increased productivity and morale.

Sapphire’s transformation extends beyond sales to their entire business operations, including finance. Read how Business Central enhanced their finance operations and improved their financial reporting and processes.