EuroGroup - Software Solutions & Fintech Company

CRM services are aimed to automate marketing, sales and customer service, and range from CRM consulting and implementation to testing and support of a CRM solution.

Having 8 years of experience in CRM services, EuroGroup helps businesses reduce their marketing, sales and customer service costs with all-round CRM implementation and regain lost business opportunities through evolution of the existing CRM.

Industry expertise in retail and wholesale, professional services, manufacturing, healthcare, banking, telecoms, etc.

DYNAMICS CRM

DYNAMICS CRM IMPLEMENTATION AND CUSTOMIZATION FOR A MULTIBUSINESS COMPANY

CUSTOMER

The Customer is a US-based group of companies present in the variety of industries including luxury retail, hospitality, and ecommerce. An utmost experience and a tailor-made approach to clients are the cornerstones of the Customer’s philosophy.

CHALLENGE

The Customer approached EuroGroup for a comprehensive solution encompassing efficient customer and operations management. The Customer used to rely solely on the professionalism and communicative skills of their team.

SOLUTION

To meet all the business needs, EuroGroup proposed Microsoft Dynamics CRM implementation. The project team focused on two key tasks – to customize the platform in line with all the Customer’s requirements and solve the challenge of centralizing data from multiple sources. Striving to make the customer service personalized for clients, convenient for the staff, and transparent for managers, EuroGroup came up with the following functionality:

A comprehensive CRM profile houses available client information delivered by enterprise systems (like contact details, wish lists, orders) and entered by the Customer’s team members (like client’s character traits, behavioral characteristics, personal style).
Automated case management is achieved by creating customer service teams in the CRM and adding assignment and escalation rules for case flows.
EuroGroup created experience surveys sent to clients automatically after their interaction with companies. To let the Customer get direct feedback on their service while remaining non-intrusive for clients, EuroGroup provided for a convenient way of conducting surveys by email and the possibility for the staff to turn off surveys in a CRM profile.
A two-step loyalty program was implemented to maintain an appropriate level of exclusivity for luxury retail. The CRM system automatically assigns scoring levels based on the predefined criteria, then sales teams check the levels in clients’ profiles and reward them accordingly.
Referrals serve as an internal communication channel for the Customer’s businesses. When needed, they inform one another about clients’ needs and interests, book services and ensure that clients are welcomed as long-awaited guests.

Operations management benefits from CRM implementation due to the following functionality:

A set of calendars (business facility, personal, working hours and business).
Goal setting and management functionality.
Personal dashboards for sales activity monitoring.
Facility management for storing comprehensive information about the infrastructure.

To enable data centralization from multiple sources into one CRM system, EuroGroup offered to implement a data warehouse . There, the data gets integrated, cleaned, and unified to be further transferred to the CRM.

The data from a customer profile (full name, gender, contact details, etc.) arrives immediately in the DWH. Some third-party systems deliver the data using the push method. With others, the DWH pulls the data at a predefined schedule.
Meanwhile, there are separate staging databases for electronic systems of each company that collect raw transactional data on an hourly basis. After the data gets unified and deduplicated in staging databases, it is exported to the DWH.

Results

With the CRM, the Customer brings their companies under one umbrella. Having their client data centralized and daily processes automated, the Customer upgrades client service within their whole business to a new quality level – team members serve repeat clients and cross-sell more effectively while the risk of human negligence regarding client service is minimized. The Customer builds trust with clients and contributes to their loyalty with bonuses. Business managers get real-time analytics concerning customer management activities and are always up-to-date with current cases, goals, and scheduled activities of their team.