Retail company Deli Home Products (DHP), supplier to hardware stores, has chosen Microsoft Dynamics as a CRM system. This new CRM system was necessary for the pursuit of DHP’s objectives: improving the cooperation between the internal and external services and optimizing the customer service.

Agile approach

The process started with a brainstorm about the implementation plans of Dynamics CRM. The goals set were divided into sprints, after which these subprojects were initiated on a scrum basis. This agile project methodology fits well with the methods of both DHP and HSO and ensures fast results.

“HSO is a pleasant implementation partner. They move in DHP and think with our business from the inside. The product expertise and the knowledge of our business have confirmed that we have made the right choice, “says André Versteeg, business consultant DHP. “The challenge lay at the beginning of the process when hooking up the business. How do you get the right people, in a well-running (busy) business, in the right place? The collaboration with André Versteeg was essential. Originally a business consultant at DHP, but involved in implementation as the project manager, André ensured that everything went smoothly “, says Thim Derks, consultant at HSO.

Improving business processes

The project started with the processes at the field. For the field staff, the functionality is set up with which real-time information about the customer can be retrieved via a tablet. Based on this BI analysis functionality, employees can provide well-founded advice during their visits to the hardware stores. Consider, for example, advice in the field of assortment expansion, smart folder actions or shelf layout.

Building the internal service

It was also important that the implementation of Microsoft Dynamics 365 would save customer service a lot of time. In the new system, for example, the link with the CTI module enables the number of a customer calling the customer service to be recognized, so that all information about this customer is immediately displayed. This means that the customer service staff no longer have to search for this information themselves and they have direct insight into the customer’s history.