American Chamber of Commerce in Ukraine successfully uses Dynamics 365 Customer Engagement to automate work with clients and partners

Press release
July 2021

The American Chamber of Commerce in Ukraine (ACC in Ukraine) successfully uses the cloud platform Місrosoft Dynamics 365 Customer Engagement (Dynamics 365 Sales, Dynamics 365 Marketіng), which allows you to fully automate work with clients and makes it possible to effectively cooperate with each of them. The project was implemented by Innoware – Microsoft Gold Partner.

The American Chamber of Commerce in Ukraine (Chamber) – the most influential international business association, which has been serving member companies in Ukraine since 1992, helping them develop, promote their services and brands. The Chamber is a non-governmental, non-profit organization funded by member companies, representing over 600 of the largest American and international investors operating in Ukraine, who have invested over $ 50 billion in Ukraine and remain loyal to the country. The Chamber is the largest office of the American Chambers of Commerce in Europe, part of a powerful global network. For 29 years, the Chamber has been bringing the voice of business to state authorities at the highest level, advocating for improving the business climate, and closely cooperating with state authorities of Ukraine and the United States.

At the beginning of 2019, the Chamber team faced the need to improve the efficiency and quality of work with clients, the number of which increased, and, accordingly, the load on the CRM system increased significantly.

To ensure the correct operation of Microsoft Dynamics 365 Sales CRM application used at that time, in May 2019 the leadership of the Chamber decided to involve Innoware in the support and maintenance processes of the CRM system.

During the analysis phase, it became clear that the Chamber’s team has a number of tasks related to the need of customers segmenting, to automate and improve the organization and conduct of events, including e-mail distribution. To solve them, Innoware specialists deployed the Dynamics 365 Marketing module, which has a common platform with Dynamics 365 Sales. Today, the Chamber business development department can use unified data about customers and partners, has the ability to view and analyze all information about communications with them, jointly develop communication activities, analyze the effectiveness of actions, build personalized customer paths, and, as a result, get even more customers and partners.

Innoware specialists achieved the following results:

• stabilized work of Dynamics 365 CRM applications;
• the functionality of the system has been improved, in particular: the process of working with new and existing customers and partners has been optimized;
• customized Power BI reports, with the help of which the top management of the American Chamber of Commerce in Ukraine was able to analyze performance and profitability in real time;
• The CRM system is integrated with the corporate website.

Today, Innoware specialists provide the American Chamber of Commerce in Ukraine with support services for all customized functionality of CRM applications: Dynamics 365 Sales and Dynamics 365 Marketing.

Natalia Chernova, the Chamber Head of Business Development Department:
«Innoware has proven itself as a reliable partner in the implementation of the tasks set to support and develop our CRM system. Processing of requests is carried out using the Service Desk, which allows us, as a Customer, to see the current status, planned terms of the solution and a complete history of work for each request. Innoware is a truly competent and qualified partner that ensures the reliability of our CRM, and we plan to continue to cooperate with the Innoware team to support and develop the system further».

Information about Innoware
Innoware was founded in 2001. The company is a leading expert in the market of consulting services in the sphere of enterprise management systems ERP and CRM implementation, as well as cloud technologies for medium and large enterprises. The company’s portfolio includes such products and services, Microsoft Dynamics Business Central, Microsoft Dynamics Finance and Operations, Microsoft Azure, Microsoft Office 365 and others. Innoware has completed more than 300 implementation projects in various industries, in 10 countries around the world. Among the clients of Innoware are such companies as Zhytomyr Butter Plant “Rud”, MAU, Kernel, Deloitte, “Zaporozhtransformator”, Mirai Intex, GfK Ukraine, Elcore Group, UniCredit Bank, LEONI and others.