From disconnected marketing, sales, and service processes to a streamlined Dynamics CRM platform supporting teams across the organization.
The customer is a non-profit organization responsible for forest certification management worldwide. Congruent Software provides technology platform support to them. As part of this engagement, we contributed to the optimization of their marketing and sales processes and implemented improvements to the ticketing and case management framework using the Customer Service application, supporting various teams across their organization.
The customer is an international non-profit organization operating in the responsible forestry and certification sector, managing forest certification programs worldwide. Congruent Software provides ongoing technology platform support across their marketing, sales, and customer service functions.
The customer needed to optimize and connect their marketing, sales, and customer service operations on their Dynamics CRM platform, and to bring legacy data into the current environment. Specifically, they required:
Delivered on Microsoft Dynamics CRM with Power BI reporting, supporting marketing, sales, and service teams across the organization.
Implemented and streamlined the CRM sales process, improving lead-to-opportunity management and pipeline visibility.
Set up Customer Insights – Journeys to automate customer engagement campaigns and enable targeted communication and outreach.
Enhanced the Customer Service application's case management and ticketing processes to improve service delivery and SLA compliance.
Connected multiple business systems to ensure seamless data flow and reduce manual effort.
Used Scribe to migrate legacy data to Dynamics 365 with high data quality and minimal disruption.
Established a GitHub pipeline to support consistent, controlled deployment.