Revolutionizing Customer Support and CRM Data
Management
with Power Platform
Enhancing customer support service efficiency and streamlining CRM data aggregation for data-driven decision-making.
In an industry where precision and efficiency are paramount, a medical device sales company recognized the need to elevate their customer support services and transform their Customer Relationship Management (CRM) data management.
The Challenges
The medical device sales company faced two critical challenges:
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1 The customer support service needed to be more responsive and efficient to meet expectations from their buyers.
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2 CRM data was fragmented across multiple systems, hindering data aggregation for informed decision-making.
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At a Glance
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INDUSTRY Medical Device Sales
COMPANY SIZE Small Enterprise
CHALLENGE Enhance customer support service efficiency and streamline CRM data aggregation
for data-driven decision-making.
SOLUTION Power Automate and PowerBI
RESULTS Scalability, cost efficiency, enhanced performance, reliability,
increased security, and faster
innovation.
The Solution
Sentience recommended PowerBI and Power Automate as tools to solve the customer challenges for their ability to automate workflows, integrate data from disparate sources, and provide actionable insights. These capabilities are crucial for enhancing customer support responsiveness and efficiency, as well as for aggregating CRM data to support informed decision-making across an organization.
PHASE 1: Customer Support Enhancement
Sentience initiated the project with a focus on optimizing customer support services.
​KEY STEPS:
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Assessment and Planning: Sentience conducted an in-depth assessment of the existing customer support processes and identified areas for improvement.
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Power Automate Implementation: Deployed Power Automate to automate routine support tasks, such as ticket creation and assignment.
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Integration with CRM: Seamlessly integrated Power Automate with the company's CRM system, ensuring real-time updates and information synchronization.
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Custom Workflows: Developed custom workflows to prioritize and escalate support tickets based on criticality.
PHASE 2: CRM Data Aggregation with PowerBI
With customer support streamlined, Sentience turned its attention to CRM data management.
DATA MANAGEMENT:
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Data Analysis and Mapping: Assessed the data landscape within the organization and defined data mapping requirements.
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PowerBI Implementation: Deployed PowerBI to aggregate data from various sources, providing a unified view of customer interactions, sales, and performance metrics.
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Custom Dashboards: Created custom dashboards and reports tailored to the company's specific KPIs and objectives.
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Data Visualization: Utilized PowerBI's data visualization capabilities to provide actionable insights and facilitate data-driven decision-making.
PHASE 3: Optimization and Training
To ensure the company could fully leverage the power of Power
Automate and PowerBI, Sentience provided comprehensive optimization and training.
KNOWLEDGE TRANSFER
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Fine-tuning Automations: Continued to refine and optimize support automations for maximum efficiency.
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Training Workshops: Conducted workshops for staff to effectively utilize Power Automate and PowerBI.
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Data Governance Framework: Implemented data governance practices to maintain data quality and consistency.
The Result
The partnership between the medical device sales company and Sentience yielded remarkable results:
Efficient Support
The implementation of Power Automate significantly improved the efficiency of customer support, resulting in quicker response times and issue resolution.
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Improved Productivity
Automation reduced manual tasks, allowing staff to focus on strategic
initiatives.
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Enhanced Data Visibility
PowerBI's data aggregation capabilities provided a unified view of CRM data, enabling data-driven decision-making and enhanced customer insights.
Competitive Edge
The company gained a competitive advantage by delivering superior customer support and making data-driven decisions
Customized Dashboards
Custom PowerBI dashboards and reports empowered the company to
track and measure KPIs crucial for business growth.
Conclusion
With Sentience's expertise, the medical device sales company not only transformed its customer support service but also harnessed the power of data through PowerBI. This digital transformation has positioned them as an industry leader, enabling them to provide unparalleled support to their clients and make informed decisions to drive growth.