A Fastest Growing Software Services Company Streamlines CRM with Advanced Reporting and Integrations
Zelite Solutions helped a leading US software services firm enhance their Dynamics 365 CRM with advanced dashboards, robust reporting tools for sales and finance metrics, and seamless integrations with Outlook and OneNote. This streamlined approach improved decision-making, operational efficiency, and user satisfaction by providing quick access to critical insights and integrated workflow management.
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The client, one of the fastest growing software services companies in the US had been using Dynamics 365 CRM (on-premises) for several years. While the system was customized and integrated with third-party add-ons, Client sought to enhance its capabilities for data analysis and streamline operations in sales and finance. This case study details the project undertaken by Zelite Solutions to address these needs.
The project aimed to improve Client’s existing Dynamics 365 CRM by developing and deploying:
- Advanced Dashboards: Providing insightful visualizations of key performance metrics (KPIs).
- Reporting Tools: Enabling detailed data analysis for informed decision-making.
- Enhanced Integrations: Streamlining workflows with Outlook and OneNote.
The project leveraged various technologies to create a robust solution:
- Dynamics 365 CRM: Built-in functionalities and existing customizations provided the foundation.
- JavaScript (Highcharts.js): Enabled creation of interactive charts and graphs within dashboards.
- CSS and HTML: Facilitated the design and formatting of dashboards for optimal user experience.
- XML: Used for data exchange between different components of the solution.
Main Dashboard:
Provided a central hub for users to access critical information, including:
- Filtering Options: Users could filter data by team, user, and partner, ensuring role-specific insights.
- Customizable Dashlets: Offered a selection of pre-built dashlets like “My Pipeline,” “Overall Performance,” and “Upcoming Renewals,” each displaying relevant data with customizable views and filters.
Secondary Dashboard:
Offered additional insights with data specific to the logged-in user:
- Top 10 Account/Opportunity Dashlet: Visualized revenue generation for each quarter.
- Services by Account Dashlet: Showcased current and potential services used by accounts.
Outlook Integration:
Streamlined workflow by enabling two-way synchronization of:
- Tasks: Ensured CRM tasks and Outlook tasks remained up-to-date.
- Appointments: Eliminated duplicate scheduling by synchronizing appointments between CRM and user calendars. (Note: Email and contact synchronization were restricted based on client requirements.)
OneNote Integration
(Requires active Office 365 subscriptions and SharePoint integration) Facilitated seamless note-taking within the CRM system, allowing users to capture and share information within the context of specific accounts, opportunities, or contacts.
The development and customization were conducted in a controlled environment using unmanaged solutions. Following thorough User Acceptance Testing (UAT), the final solution was deployed to the production environment with the same configuration.
The project encountered a few hurdles, which were addressed with tailored solutions:
Complex Customizations:
Certain functionalities required features beyond out-of-the-box capabilities.
- Solution: JavaScript, HTML, CSS, and .NET plugins were utilized to develop custom functionalities that addressed specific business needs.
Integration Limitations:
Ensuring compatibility with existing versions and configurations was crucial.
- Solution: Compatibility with Dynamics CRM version and Office 365 requirements was verified. Solutions were developed to overcome limitations like unsupported multi-factor authentication and shared mailbox configurations.
Data Filtering and Visualization:
Presenting data relevant to user roles and responsibilities required careful planning.
- Solution: Sophisticated filtering mechanisms were developed to display data specific to users’ roles and responsibilities. Interactive charts and detailed views were implemented to facilitate data exploration.
- Enhanced Reporting: Advanced dashboards and reporting tools empowered users with data-driven insights to make informed decisions. Visualizations of KPIs like pipeline health, revenue generation, and service adoption by accounts provided a clear understanding of performance metrics.
- Increased Efficiency: Integrations with Outlook and OneNote streamlined workflows and improved task management. Two-way task and appointment synchronization eliminated repetitive data entry and ensured everyone was on the same page. Additionally, OneNote integration facilitated knowledge sharing and collaboration within the CRM system.
- Improved User Satisfaction: User-friendly dashboards with customizable filters and views allowed users to quickly access the data they needed to perform their jobs effectively. This reduced time spent searching for information and improved overall user satisfaction with the CRM system.
The Dynamics 365 CRM enhancement project for Client effectively addressed the company’s need for advanced reporting capabilities and improved workflow integrations. By leveraging a combination of out-of-the-box functionalities, custom development, and thoughtful integration with Outlook and OneNote, Zelite Solutions delivered a robust solution that significantly enhanced operational efficiency, user experience, and data-driven decision-making within Client‘s sales and finance departments.
This case study serves as a testament to how targeted CRM enhancements can significantly improve business processes, data management, and user satisfaction, setting a benchmark for future CRM optimization projects.
