Implementation of Microsoft Dynamics 365 Customer Engagement in American Chamber of Commerce in Ukraine

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.

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:

1. Stabilized work of Dynamics 365 CRM applications;
2. The functionality of the system has been improved, in particular: the process of working with new and existing customers and partners has been optimized;
3. 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;
4. 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.

Nataliya Chervona, 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».