A market leader in the import, sale, and maintenance of high-quality agricultural, construction, forestry, and garden equipment increases sales revenue by 11% compared to the previous year. Opportunities per sales representative of Megatron EAD have tripled over the last six months. The whole decision tree is improved as is customer satisfaction, with the average request handling time brought down to under an hour, and 90 percent of all issues closed the same day. All this is enabled after the implementation of a customer relationship management system (CRM) in the cloud that would integrate automatically with its existing enterprise resource planning system (ERP).
In the past, salespeople at Megatron used hard copy notes and emails to track their activities, which gave a flawed view of the market and of customers. To improve tracking of its diverse customer base and reporting capabilities, anticipate buyers’ needs, and increase customer satisfaction with its after-sales services, the company integrated Microsoft Dynamics 365 Sales and Dynamics 365 Customer Service with its existing enterprise resource planning (ERP) system, both saving time and optimizing business processes.
“To enhance customer engagement and improve after-sales support, we needed to have a clear vision of the market to pursue our growth, and to empower sales consultants with an integrated view of every lead and opportunity, wherever they went,” says Erez Shacham, Director of Dealer Development at Megatron.
In 2019, Megatron turned to its long-term Microsoft partner, Intelligent Systems, for the implementation of a customer relationship management system (CRM) in the cloud that would integrate automatically with its existing enterprise resource planning system (ERP). Using Microsoft Dynamics 365 provided a centralized, user-friendly dashboard, powerful ready-to-go reporting capabilities, and offline and online access to data.
“It was truly eye-opening to gain such market and internal visibility. We can directly export and share this data with the world-leading manufacturers we work with. We also have the necessary flexibility to purchase additional licenses, or subtract licenses, which allows us to keep our costs aligned with our needs, even as they change,” adds Shacham.
Already 70% of Megatron’s salesforce uses Dynamics 365 Sales to track, record, and manage all activities, and the remaining sales teams are set to transition later this year. Megatron is planning to further extend the call center support over the coming months through Dynamics 365.