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Improve the Buyer Experience and Reduce Errors with Dynamics 365

Updated: Jun 30, 2023

Learn how a manufacturer improved and simplified the buyer experience by integrating Dynamics 365 Sales and Dynamics 365 Business Central.


team on a computer


This national B2B manufacturer was struggling with time-consuming and manual order processes. Organizations placing orders with the manufacturer faced long shipping/wait times, the occasional wrong order, and a complicated billing process. This manufacturer needed a CRM to effectively keep track of customer, pricing, and shipping data, simplify billing processes, and communicate the information seamlessly with their in-house ERP system, Dynamics 365 Business Central.


Dynamics 365 Sales Improves the Customer Experience


By implementing a CRM solution, Dynamics 365 Sales, the manufacturer improved many of their sales operations. The customer and employee experience both improved as orders could now be placed on their website and sent to their CRM in real time. Representatives taking orders over the phone can directly enter orders into the CRM. This resulted in fewer order and billing errors as information is automatically uploaded from Dynamics 365 Sales to Dynamics 365 Business Central. Dynamics 365 Sales also improved the pricing and billing processes by correctly housing and honoring each retailer’s specific pricing plans as plans sometimes vary depending on the customer.


The biggest benefit of implementing Dynamics 365 Sales as a CRM was shipping and order turnaround increased by 200%. By integrating both Dynamics 365 Business Central and Dynamics 365 Sales, customers could easily place orders, make payments, and have them filled more quickly. Finance and accounting processes within Business Central also improved as they gather valuable insights from Dynamics 365 Sales. For example, card and billing information stored in Dynamics 365 Sales can be pulled by Dynamics 365 Business Central, allowing admins to identify insufficient funds and invoice customers more quickly. Furthermore, integrating these two robust systems provided insight into order inventory and supply chain and were able to let team members to know when to order more products to fulfill orders.


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