Team Customer Relationship Management

Our Responsibility
We support the globally deployed D365 Customer Engagement Cloud application, which was launched in early 2023 as a transformation initiative to help optimize our global customer management. We help sales, marketing and service teams in their operational, analytical and communicative business processes. There is also a focus on business engineering and develop solution concepts within the framework of requirements engineering, which we then continue to develop while in operation.

Our Team
We have a variety of competencies in our team: Business Analyst, Technical Consultants, Developers, Solution Architects and Technical Product Owner. Together we support a global software as a service (SaaS) application. Our main tasks include implementing projects, providing solutions for smooth operations, as well as internal consulting on topics of (social) CRM, customer experience and engagement. Working internationally, we consider country-specific features and cultural aspects in understanding the customer. All to guarantee high-quality results through processes, guidelines, assessments and benchmark analyses with the goal to provide our users with an application tailored to their needs so that they can continuously expand and secure the success of the company.

Our Technologies, Tools & Methods
We use the D365 CE application to transform our customer processes into technically supported solutions but also Power Apps (Model-Driven / Canvas Apps), Azure (from A like AI & Analytics, via I like IAM, Integration or IoT to S like Storage) and SharePoint (Enterprise Collaboration Tool & Content Management System). For the purpose of creating a profile for our customers and for gaining knowledge, we have additional integrations to the Hellmann website, to the Data Warehouse or to the Master Data Management, but also towards PowerBI and many other applications. The integration into the MS Office package is highly developed in order to be able to use the insights gained as profitably as possible. We use process models appropriate to the situation and make use of both classic (sequential & incremental) and agile methods (mainly Scrum & Kanban).