CRM for public contact points

The client’s goal was to establish an efficient, cross-divisional and cross-location user relationship management (CRM) system for all public contact points. All essential and potential dialog channels with the customer were to be covered and a standardized approach established. The customer chose the Customer Service (CS) module from Microsoft Dynamics for this purpose.

sommer + spohr was responsible for the implementation of the CRM in the role of technical project management. Within one year, the team managed to get from the requirements specification to the start of production. An important success factor was the agile process model for developing the customer-specific version of the CS module.

The customer is now in a position to gradually migrate all internal areas to the new system. In addition, the foundations have been laid for integrating further modules, e.g. for sending newsletters and managing events, as well as for further integration into third-party systems (e.g. telephony).