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Microsoft ERP Low-code Service business CRM

Case SOL

SOL is efficiently developing new services using CRM information

SOL introduced its new invoicing and CRM system in 2020 together with Digia. The benefits of Microsoft Dynamics 365 and Power Platform were recognised immediately, and now the products have been efficiently put into use. With up-to-date invoicing and customer information available from a centralised system, it is also possible to utilise it in diverse ways for business development. We have already commissioned three new services.

 

SOL Group is a company familiar to many, recognisable by its sunny look. Today, the service company’s business activities include cleaning, laundry, personnel, real estate, facility and security services.

“In 2020, we introduced our new invoicing and CRM system together with Digia. We do service business in many different fields, and our operations require highly automated systems. We wanted to have an efficient system that would allow us to improve our data-driven management, reporting and user experience”, says head of the SOL group’s IT management Joni Westman.

SOL wanted the new platform to enable the commissioning of new functionalities, and naturally it should also have smooth integration capabilities with other systems.

“We quickly realised the versatility of Microsoft Dynamics 365 and the Power Platform. It has brought transparency and efficiency to our invoicing processes and customer relationship management, but it has also enabled completely new types of data use.”

According to Westman, the reform has made customer data better and usable more efficiently in accordance with the objectives.

“During the modernisation, we determined that we will further develop the system according to business needs, and now we already have three new services that have also achieved identifiable business benefits”, Westman says.

What we did

•    Invoicing system
•    Customer relationship management
       (CRM)
•    Integration
•    Cloud platform
•    Facility maintenance solution
•    Customer portal
•    Marketing automation

 

What we used

•    Microsoft Dynamics 365
•    Microsoft Dynamics 365 Sales
•    Microsoft Power Platform
•    Microsoft Azure
•    Microsoft Logic Apps
•    Node.js
•    Microsoft Dynamics 365 Field Services
•    Microsoft Power Pages
•    Microsoft Dynamics 365 Marketing

The CRM enabled agile service development, and we were able to support our new business immediately. The service has already brought us business benefits. The service has allowed us to increase the volumes of our facility services, among other things.

Joni Westman, Chief Information Officer, SOL Group

Field Service makes the work in facility services easier in the field and at the office

One of the new services implemented on the Dynamics 365 platform is Field Service, designed for facility services. It makes it easier for facility services employees to accept new jobs and tasks in the field and also to record work-related information, among other things. For supervisors, the service enables field work management more efficiently as, for example, supplies can be ordered directly from wholesalers’ procurement systems, and invoicing is also handled directly through this.

“The CRM enabled agile service development, and we were able to support our new business immediately. The use will be expanded and the user interface will naturally be developed further, but the service has already brought us business benefits. The service has allowed us to increase the volumes of our facility services, among other things”, Westman says.

Customer portal improves customer service

With the customer data obtained from the CRM, SOL has developed a customer portal, through which customers can easily follow up-to-date information related to the customer relationship and the status of services.

“With the CRM solution, we no longer need to keep customer information manually updated, and we can serve our customers better. Now our customers can to see the status of the services we provide and the realisation of the key indicators we have set together in real time”, says SOL commercial director Mika Martola.

He sees many opportunities in the development of the portal.

“The implementation is still in its early stages, but this will allow us to improve our customer experience as it is easier to refine information. The service provides out customers with the information relevant for them, while it also helps us develop our own operations”, Martola adds.

Customer service will also be developed through marketing automation that utilises CRM data. It enables, among other things, process automation and better targeting of marketing communications.

Making use of existing data 

SOL feels that the modernised invoicing and CRM system has made the organisation’s existing information better usable. It facilitates reporting and also enables BI management and business development.

“Now that we have good quality data at our disposal, the goal is to start using all features of the platform one by one. Microsoft Dynamics 365 and Power Platform enable a lot”, Westman says.

“However, I would also advise those still starting the work that it is worth spending time defining data concepts and taking a critical approach to them. The benefits will only materialise effectively if the available data is genuinely high-quality. A competent and versatile partner like Digia also plays a significant role in identifying opportunities and, of course, in the implementations themselves”, Westman adds.