Case
Data management and process management in CRM creates coherence
Customer:
Dagrofa Foodservice
Supplies:
Concept development, Project management, CRM and Digital customer portals. - WILL PROBABLY BE CHANGED
CHALLENGE
Dagrofa Foodservice (DGFS) is a leading turnkey supplier to the foodservice sector in Denmark. They serve a wide range of customer segments, from local cafes to hotels and Michelin-starred restaurants, with an extensive assortment of over 35,000 unique item numbers.
The organization has a nationwide distribution network and 29 local Cash & Carry stores, which allow customers to have the goods delivered or pick them up themselves.
Part of DGFS' success can be attributed to data management and process control. In collaboration with Nexusone, they have developed a solution that centralizes customer master data, supports complex quotation and integrates data from different systems. It provides a holistic view of their customers and some robust processes.
SOLUTION
To meet the challenges of data management and process management, a comprehensive IT solution was implemented for DGFS. This solution included Dynamics CE Sales, an SQL-based data platform, as well as a framework for event-based integrations in Azure.
Dynamics CE Sales (CRM) became the core platform for all customer master data. This system centralizes information, giving DGFS a single place to overview, develop, and mature their customer base. Collecting data enables DGFS to have an overview of their customers, which is essential to be able to deliver tailored and efficient service.
To further support this overview, CRM was integrated with an SQL-based data platform. This platform allows other systems to feed data for the CRM to load. Similarly, CRM publishes data that other systems can read. By moving all these data points, the business gets a 360-degree view of their customers and data can be distributed in the ecosystem.
The project also included an event-based integration framework in Azure. These integrations enable data to flow seamlessly and near real-time between systems. This creates coherent and efficient data management. By ensuring a smooth data exchange, DGFS can respond quickly to changes and needs in the market, strengthening their competitiveness and customer satisfaction.
RESULT
The result is a solution that provides DGFS with standardized process control in Dynamics. From the unknown prospect at a trade fair, to the first signed offer and the subsequent further development of the customer – all processes enriched with the latest customer data.
Increased insight and service quality:
Dynamics provides a 360-degree view of customers, allowing DGFS consultants to quickly get an overview and deliver more accurate and relevant offers, improving the customer experience and strengthening relationships. Greater insight creates better conditions for conversion and sales.
Improved control over data:
DGFS can control where their data is held, how it is enriched and who should have it. They can deliver and receive data via the data platform, which ensures history and distribution of data across the board.
Effective integration:
New areas and initiatives are continuously integrated into the solution, which can be done simply and quickly, as data platforms and data exchange are supported by a standardized approach. Standardization supports innovation and rapid development.
Overall, insight into the customer, strong processes and a standardized IT solution have been a key factor in DGFS' success. This case shows how well-thought-out data management and process management can transform business processes and create coherence across different business areas.