​Turning Fragmented Operations into Streamlined, High-Performance Systems

​​Situation

Oreta is a leading distributor of mobile plans and a provider of telecom implementation services, including security and software solutions. Oreta’s services span cloud, network, and security solutions, aiming to enable businesses to succeed through technology. As their business grew, they faced increasing complexity in managing their operations. They were using multiple systems that were not integrated, leading to inefficiencies and challenges in maintaining a seamless workflow.

​Challenges

Oreta’s operational challenges were multifaceted:

​Salesforce for Opportunity Management:
Oreta used Salesforce to manage their sales opportunities and sales cycle. However, the system was not integrated with their invoicing processes, leading to manual data entry and increased chances of errors. This lack of integration created silos of information, making it difficult to have a unified view of their sales and financial data.

​Custom Third-Party App for Project Management:
Within Salesforce, Oreta used a custom third-party app for project management. This app was not designed to scale with their expanding operations and required frequent customizations to meet their needs. These customizations were both time-consuming and costly, adding to their operational burden.

​JIRA for Ticketing:
Oreta used JIRA as a ticketing platform to manage customer support queries. However, JIRA operated in isolation from their other systems, creating additional silos and complicating the support process. This lack of integration made it difficult to track and resolve customer issues efficiently.

​Need for an Integrated Solution:
Oreta needed a unified platform that could handle multiple channels and provide a comprehensive solution for all their business functions. They required a system that could integrate sales, project management, invoicing, and customer support into a single platform, reducing complexity and improving efficiency. 

​Solution

To address these challenges, we proposed a comprehensive migration from Salesforce to Dynamics 365, leveraging Dynamics 365 Project Operations and Customer Service. This solution provided an integrated platform that streamlined Oreta’s operations from pre-sales to service delivery and support.

​Key Components of the Solution:

​Sales Management:

• Opportunity and Pipeline Management: Dynamics 365 enabled Oreta to manage their sales opportunities and pipeline more effectively. The system provided a unified view of all sales activities, allowing sales teams to track opportunities from initial contact to closing the deal.
  
• Quotes and Estimates: Sales teams could generate accurate quotes and estimates for both services and products. The integration with the delivery team ensured that estimates were based on real-time data, improving the accuracy of quotes and reducing the chances of discrepancies. 

​​​Project Management:

• Project Initiation and Planning: Once a quote was won, projects were initiated using the same estimates, ensuring consistency and accuracy. Project planning tools in Dynamics 365 helped in resource allocation and scheduling, allowing project managers to plan and execute projects more efficiently.
• Resource Utilization and Timesheet Submission: Dynamics 365 facilitated efficient resource utilization by providing tools to track resource availability and allocation. Timesheet submission was streamlined, allowing team members to log their hours easily and accurately, improving project tracking and management. 

​Financial Management:

• Profitability Analysis: Real-time profitability analysis tools provided insights into project and overall business performance. This allowed Oreta to monitor the financial health of their projects and make informed decisions to improve profitability.
• Invoice Generation and Payment Collection: Automated invoice generation and integrated payment collection processes reduced manual efforts and improved cash flow management. Invoices were generated based on project data, ensuring accuracy and reducing the chances of errors. 

​Customer Service and Support:

• Integrated Ticketing System: The solution included a unified ticketing system that streamlined customer support processes. Customer support representatives could track and resolve customer queries more efficiently, improving response times and customer satisfaction.
• Customer Portal: A dedicated customer portal allowed clients to submit tickets and track their status. This enhanced transparency and provided customers with real-time updates on their support requests, improving their overall experience. 

​Implementation and Migration:

• Seamless Transition: The migration from Salesforce to Dynamics 365 was executed using Scribe, ensuring a smooth transition with minimal disruption to Oreta’s operations. The implementation process was carefully planned and executed to ensure that all data and processes were migrated accurately and efficiently. 

​Benefits/Impacts

​The implementation of Dynamics 365 brought several significant benefits to Oreta:

​Operational Efficiency: Streamlined processes and integrated systems reduced redundancies and manual efforts, leading to increased operational efficiency. Oreta could manage their sales, projects, and customer support more effectively, improving overall productivity.

Real-time Profitability Analysis:
Enhanced financial insights enabled better decision-making and strategic planning. Oreta could monitor the profitability of their projects in real-time, allowing them to make informed decisions to improve financial performance.

Improved Customer Support:
The integrated ticketing system and customer portal improved the speed and quality of customer support, leading to higher satisfaction rates. Customers could submit and track their support requests easily, and support representatives had all the information they needed to resolve issues quickly.

Unified Platform:
A single, comprehensive platform for all business functions reduced complexity and improved overall business performance. Oreta could manage their entire business from a single platform, reducing the need for multiple systems and improving efficiency.

Outcomes (KPIs)

The successful implementation of Dynamics 365 resulted in measurable improvements for Oreta:

​Increased Operational Efficiency:
Oreta experienced a significant reduction in process redundancies and manual efforts. The integrated platform allowed them to streamline their operations and improve productivity.

​Enhanced Customer Support:
Faster resolution of customer queries and improved support processes led to higher customer satisfaction. The integrated ticketing system and customer portal provided a seamless support experience for customers.

​Improved Financial Insights: Real-time profitability analysis provided valuable insights for better financial management. Oreta could monitor the financial health of their projects and make informed decisions to improve profitability.

​Higher Customer Satisfaction:
The streamlined service and support processes resulted in higher satisfaction rates among Oreta’s clients. Customers appreciated the transparency and efficiency of the support process, leading to improved relationships and loyalty.