CRM Implementation Based on Microsoft Dynamics 365

Even though for Stadtwerke Dinslaken customer communication and customer relationship management are an indispensable part of their value system, they did not have a CRM system until now. This was to change in order to gain a better insight into customer needs. For such a "360° customer overview", all information such as contact data, contract data and previous communication with existing customers as well as potential new customers should be mapped. In addition, sales and marketing campaigns should be able to be controlled and evaluated via the new CRM system.

For Stadtwerke Dinslaken, providing the best possible customer service is part of its self-image. In order to ensure this in the best possible way, the company was looking for a suitable CRM solution that would store all relevant customer information. In order to shorten communication channels, avoid errors and simplify cooperation between departments, the aim was to avoid multiple data storage and to provide all employees with consistent information. Advertising campaigns and sales measures were to be individually plannable and executable via the CRM tool.

The industry-specific solution from Arvato Systems for mapping energy industry processes is based on Microsoft Dynamics 365 and is implemented in the Microsoft cloud. The functions of this ecosystem are an excellent fit for Stadtwerke Dinslaken's requirements to gain a 360° customer view across divisions but separated by market roles. The system offers many technical advantages, e.g., the flexibility to react individually to customer needs, but also the requirement to be able to implement separate data storage according to the specifications of unbundling.

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