Case studyMS Dynamics

Stitching Success: SVP’s Seamless CRM Setup with Dynamics 365 Integration

Implemented Microsoft Dynamics 365 from the ground up for SVP Worldwide, integrating it with MS Teams, 8x8 call center, and MS Copilot AI to streamline lead-to-opportunity tracking, improve call automation, and drive proactive sales engagement.

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Case study: Stitching Success: SVP’s Seamless CRM Setup with Dynamics 365 Integration
MS Dynamics

About the client

SVP Worldwide, a global leader in consumer sewing machines, undertook a greenfield implementation of Microsoft Dynamics 365 for lead, account, contact, opportunity, and activity management across its iconic brands—Singer, Husqvarna Viking, and Pfaff. The solution included seamless integration with Microsoft Teams for collaborative communication, MS Copilot AI for predictive insights, and a call center setup with 8x8 for efficient customer engagement. This high-tech CRM implementation brought SVP’s customer management to new heights, enabling precise activity tracking, call automation, and enhanced team collaboration.

What we did

  1. 1

    Implemented Dynamics 365 for end-to-end lead, account, contact, opportunity, and activity management, providing a unified platform for SVP Worldwide’s customer interactions.

  2. 2

    Integrated Microsoft Teams to streamline internal communication, enabling real-time collaboration within the Dynamics 365 environment.

  3. 3

    Set up MS Copilot AI to assist with predictive lead scoring, opportunity insights, and data-driven decision-making, enhancing CRM intelligence.

  4. 4

    Connected the 8x8 CTI-based call center with Dynamics 365 for synchronized call management, allowing for automatic call logging and data syncing.

  5. 5

    Automated call-based activity capture in Dynamics 365, ensuring that each customer interaction—whether inbound or outbound—was recorded in real-time for accurate reporting.

  6. 6

    Developed workflows to create follow-up tasks and notifications based on call outcomes, keeping the sales team proactive and organized.

  7. 7

    Configured customizable dashboards to track lead conversion rates, opportunity progress, and team performance metrics, empowering data-driven management.

  8. 8

    Conducted training sessions on Dynamics 365 and integrated systems, ensuring a smooth transition and adoption of new processes across teams.

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The results

Achieved a 30% improvement in customer response times with the integrated call center setup, ensuring a seamless experience for SVP’s global customers.

Boosted lead-to-opportunity conversion rates by 25%, as MS Copilot AI enabled proactive follow-ups and predictive insights.

Reduced manual logging by 40% through automated call tracking and activity capture, allowing teams to focus on high-value interactions.

Enhanced internal collaboration with Teams integration, enabling cross-functional teamwork directly within the CRM.

Increased data accuracy with real-time call syncing, leading to improved customer records and more reliable analytics.

Enabled precise tracking of sales and support activities, empowering SVP to allocate resources based on real-time metrics.

Improved user adoption rates with targeted training and an intuitive, unified Dynamics 365 experience, supporting ongoing efficiency and satisfaction for global teams.

*Partnered with Coresolute LLC.

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Case Study | Stitching Success: SVP’s Seamless CRM Setup with Dynamics 365 Integration