CASE STUDY

Dynamics CRM 2016 Online and Dynamics AX On-Premise Integration for Alomar Furniture

Overview

Client 

Alomar Furniture

Location  

Riyadh, Kingdom of Saudi Arabia

Company Size  

201-500

Executive Summary

Alomar Furniture is a manufacturer and distributor of furniture in Riyadh, Kingdom of Saudi Arabia, having Dynamics AX On-Premise to handle production and distribution of goods and Dynamics CRM 2016 Online to handle customer service. To streamline the entire workflow, and optimize customer experience, the client wanted to integrate service modules of CRM and AX. The idea was to ensure that each customer support request on CRM can access real-time data from AX system and process the support request based on specified categories like goods return, replacement, transfer, cancel protocols. The protocols workflow need to be run in CRM as well as in AX using integration services. But, AX is a restrictive solution and demands proper technical expertise, whereas, CRM is an easy to use solution, thus, the client consulted De Facto for the same. Post CRM and AX integration the client is seeing the ease in dealing with customer support requests and case management process.

Challenge

The client runs a furniture business in Riyadh, Kingdom of Saudi Arabia, using Dynamics AX to handle production and distribution of goods and Dynamics CRM to handle customer service. But, the AX solution proved to be too technical for its customer service team to use. So, being well versed in using Dynamics CRM 2016 Online, the client decided to integrate the CRM solution with the AX. To get the same done, it consulted De Facto Infotech for integration assistance.

Solution

De Facto covered an extra mile to show the client how the integration will take place and how it will transform their existing business operation for the better. After analyzing the entire scenario and environment, the team of CRM and AX architects at De Facto carried out the integration of the two highly used Microsoft solutions using custom .Net technology.

Considering the fact that the protocols workflow need to be run in CRM and in AX using integration services, De Facto further integrated the CRM system with the client’s Avaya telephony system to log the inbound and outbound calls. The client’s customer service team has been using CRM as an interactive customer desk to ensure best customer relationship management at every touch point.

The CRM-AX integration enabled real-time access of the customer’s details and cases to the team, which further pushed the sales, and increased productivity, significantly. Being highly flexible and scalable, Microsoft Dynamics AX is supporting the client’s business growth and continuing change.

Results

With the successful integration of Dynamics CRM 2016 Online and Dynamics AX On-Premise, the client is experiencing streamlined workflow and immense ease in dealing with the customer queries.  The integration allowed the client to make the most of the two software solutions without any type of data inconsistency.

Benefits:

  • Centralized management system
  • Improvement in productivity
  • ERP and CRM systems are built to work in harmony enabling the business get integrated with less effort and expense than earlier.

 

As the outcome of the integration, the two systems seamlessly connected and synchronized the following:

  • Customer and Contact Information.
  • Sales Orders and Invoices.
  • Currency Conversion Rates.
  • Product Information Management.

Want more information?

If you want to learn about how De Facto professional architects can add value to your organization, please contact us today at Sales@defactoinfotech.com.

Testimonial

De Facto made working really easy for us by integrating Dynamics CRM 2016 Online and Dynamics AX On Premise.