Project Overview
A leading car leasing company in North America partnered with Confiz to assess the effectiveness of their existing lead generation and marketing platform. The objective was to determine the feasibility of continuing with their current system and to explore options for enhancing their sales operations. Through our consultancy services, we identified key areas for improvement and implemented an integration of Dynamics 365 Customer Engagement (CE) with Twilio. This strategic move streamlined their sales processes, optimized communication, and boosted sales performance.
The need
Our client, a North American car leasing company, was grappling with several challenges stemming from their existing lead generation and marketing platform. The high subscription costs, system limitations, and inefficient integration with the client’s scheduling system were hindering the daily operations. Additionally, the reliance on manual entries, complexities in auditing and compliance, and frequent system crashes were causing further disruptions. Critically, the client’s sales team couldn’t communicate with their prospects using text messaging. Hence, the client urgently needed a more reliable and automated solution to streamline their operations and enhance their sales performance.
The Solution
Confiz leveraged its Dynamics 365 CRM implementation expertise to deliver expert consultancy services tailored to the client’s needs. The process began with a thorough assessment of the client’s technology infrastructure, involving interviews and shadow sessions to fully understand the operational dynamics, including the sales team’s functional and non-functional requirements.
During the discovery phase, the Confiz team identified the necessity of migrating phone numbers from the existing lead generation tool to Dynamics 365 Customer Engagement (CE). To tackle this challenge, the team developed a strategy to secure new phone lines for each store, accommodating both the digital and store sales teams.
Upon further analysis, it became evident that the client’s existing setup was restrictive and posed risks to the organization’s operations. Using a single phone line per store allowed customers to opt out of critical account resolution messages when they opted out of sales messages. With this insight, our seasoned CRM functional and technical consultants recommended acquiring separate phone lines for the sales team and migrating only the digital sales operations into CE.
The team executed Dynamics 365 CE’s built-in integration with Twilio to facilitate this transition. This involved setting up accounts and sub-accounts in Twilio for each store, registering campaigns, and linking messaging services to the corresponding phone numbers. This integration enabled seamless communication through Twilio within CE, significantly optimizing the client’s sales and customer engagement processes.
The Outcome
Enhanced communication and collaboration
The integration of Twilio and Dynamics 365 CE allowed for secure, scalable, and compliant messaging across departments.
Successful migration
66% of communication use cases were successfully transitioned from the client’s existing lead generation system, with plans for further optimization.
Optimized business processes
Automation and streamlined communication improved overall efficiency, enabling better customer engagement.
Cost savings
The transition to Twilio significantly reduced the client’s operational costs.
