How is OMICRON – a leader in designing safe and reliable testing, diagnostics and monitoring solutions for customers in the electric power industry – improving the customer experience while giving employees modern workplace tools to do their jobs more efficiently? It all started with a people-focused approach to transforming its legacy ERP system.
With higher-quality, integrated customer data, employees now have a 360-degree view of both customers and the supply chain, helping them deliver a higher standard of service. If a customer is looking for a specific type of testing equipment for their electrical power systems, OMICRON employees now know immediately whether it’s available, when it can be delivered, and can make recommendations in real time. This helps sales unlock new cross-sell/up-sell opportunities and allows marketing to target customers with personalised offers.
“We now have the right base and the right fundamentals to continue growing our business. With Dynamics 365, we have the technology platform to develop additional products, create new processes and offer new services to our customers.”
Business Situation
Employees at OMICRON are passionate about innovation. When it came time to replace the company’s legacy ERP system, they were ready to put that passion into action. With data held in separate siloes, employees needed real-time visibility into important data streams for stock availability, production and logistics. It was time for a change.
In an effort to implement modern tools and processes that deliver efficiency, insight and personalisation, OMICRON leaders expanded the scope of the ERP modernisation project to include a CRM upgrade, integrating production and logistics with customer insights. Their goals were clear: to set a new standard in customer and employee experience while building a solid, flexible foundation for future growth.
Solution
Having made the decision to leverage the Microsoft stack, Microsoft Dynamics 365 was chosen to meet OMICRON’s goals. The company partnered with us to bring together the two previously separate “islands” of ERP and CRM. Configuring both systems at the same time allowed OMICRON to go live faster and avoid the costs associated with building temporary systems to bridge the old and new. Using this coordinated approach, the Dynamics 365 platform was launched in just two weeks, ensuring business continuity.
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