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Manufacturing Finance, Supply Chain, Sales, & Customer Service Success: Outdoor Equipment Manufacturer Equips for Global Growth
HSO and Microsoft helped this manufacturer plan for global expansion with a scalable, integrated cloud solution including Finance, Supply Chain Management, Customer Service, Sales, Power Platform, and AI Builder
About
This manufacturer of outdoor equipment offers everything needed for RV, campsite, ATV, UTV, boat, and tailgate to spend time outdoors in comfort and style. Starting with one employee and one product, today the company has more than 350 employees, over 4,000 products, and multiple manufacturing facilities in the US and across the globe.
Challenge
This manufacturer had been using a highly customized version of Dynamics AX on-premises. To keep up with high demand and prepare for aggressive international and domestic growth goals, they were looking for a modern, cloud-based ERP that could allow the business to scale and grow.
Solution
While the company considered other solutions in the market early in the ERP evaluation stages (Infor and Oracle), they quickly realized that moving to the Microsoft Dynamics 365 platform would be the ideal solution. The implementation included Finance, Supply Chain Management, Customer Service, Sales, Power Apps, Customer Insights, Power Automate, Power Portals, Virtual Agents, and AI Builder.
Results
With a unified, cloud-based technology platform, this manufacturer is now in a position to better meet demand and plan for business growth. They will also have greater efficiency and visibility through integrated systems and processes. This will allow the company to keep pace with change and seize new opportunities as they scale their business internationally.
The story continues...with automated customer self-service with Power Platform
With the enterprise transformation under way, the next issue to be addressed was the company’s nearly non-existent customer service process. Customers and prospects submitted questions and issues via email to a mailbox that was not closely monitored.
HSO created a self-service solution with Power Platform a Copilot Studio chatbots for all types of inquiries, automatically creating tickets and pulling data from company web pages for product inquiries and D365 Finance for order inquiries.