​​Innovating IT Communication: A Journey from Fragmentation to Unified Success

​​Situation

Exactive, a UK-based provider specializing in unified IT communication services, including Skype for Business (formerly Microsoft Lync) Enterprise Voice, Microsoft Exchange, and video conferencing technology for the enterprise and mid-market sectors, faced significant challenges. They were utilizing Salesforce to manage a substantial amount of data, leading to high development costs and inefficiencies in their operations.

​Challenges

​Data Management Overhead:
Managing vast amounts of data within Salesforce was proving to be cumbersome and costly. Exactive's reliance on developers for customization and maintenance was driving up operational expenses and hindering agility.

High Development Costs:
The need for constant development and customization within Salesforce resulted in exorbitant costs, impacting Exactive's budget and diverting resources from other critical areas of the business.

Integration Issues:
The existing system lacked seamless integration with other essential tools and platforms, leading to fragmented data and inefficient workflows. This disjointed approach hindered the company's ability to deliver unified communication solutions effectively. 

​Solution

To address these challenges, we proposed and implemented a comprehensive solution that transformed Exactive's data management and operational capabilities.

​Customer Service Portal:
We developed a custom customer service portal tailored to Exactive's specific needs. This portal streamlined customer interactions and improved service delivery, enhancing the overall customer experience.

CRM Integration:
We seamlessly integrated the new customer service portal with Exactive's CRM system, migrating their data from Salesforce to Microsoft Dynamics 365 CRM. This integration ensured centralized data management, improved accessibility, and reduced the need for costly development efforts.

Dashboard Implementation:
We implemented an advanced dashboard within the CRM using Power BI, providing Exactive with real-time insights and analytics. This empowered the team to make data-driven decisions, optimize workflows, and enhance service efficiency.

​Benefits/Impacts

Cost Efficiency:
By migrating from Salesforce to Microsoft Dynamics 365 CRM, Exactive significantly reduced their development costs. The new system's user-friendly interface and built-in functionalities eliminated the need for extensive customization, freeing up resources for other strategic initiatives.

Enhanced Data Management:
The integrated CRM system provided a centralized platform for managing all customer data, improving data accuracy, and accessibility. This streamlined approach reduced redundancy and enhanced data integrity across the organization.

Improved Customer Service:
The custom service portal and integrated CRM enabled Exactive to deliver superior customer service. The streamlined workflows and real-time insights facilitated quicker response times, better issue resolution, and higher customer satisfaction levels.

Operational Efficiency:
The advanced dashboard and real-time analytics empowered Exactive to optimize their operations. By identifying trends and bottlenecks, they could proactively address issues and continuously improve their service delivery.

Outcomes (KPIs)

Cost Savings:
Exactive achieved a significant reduction in development costs, allowing them to reallocate resources to other critical business areas. This cost efficiency contributed to improved profitability and financial stability.

Increased Customer Satisfaction:
With the new system in place, Exactive experienced a notable increase in customer satisfaction scores. The efficient service delivery and improved response times resulted in higher customer retention rates and positive feedback.

Operational Excellence:
The seamless integration and advanced analytics enabled Exactive to achieve operational excellence. They could make informed decisions, streamline processes, and enhance overall productivity, leading to sustained business growth.

Scalability:
The scalable nature of Microsoft Dynamics 365 CRM ensured that Exactive could easily adapt to future growth and evolving business needs. The system's flexibility allowed for seamless expansion and integration of additional functionalities as required.

By partnering with us, Exactive transformed their data management and customer service capabilities, positioning themselves as a leader in the unified IT communication services industry. The comprehensive solution not only addressed their immediate challenges but also laid the foundation for sustained growth and success.