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Sharing & OnDemand

Brief description

At a transport association, the existing Dynamics 365 CRM system is to be expanded so that all customer and usage data already available in other systems can be merged. This applies in particular to information on booking and usage data for sharing and on-demand services that are booked via mobile devices. For this purpose, an interface to the CRM system needs to be developed and the CRM solution needs to be expanded in order to be able to store the relevant data in the CRM system. With the connected Power BI tool, efficient and meaningful evaluations and analyses can be created on the basis of the entire data stock in the CRM system.


The mailing system Optimizely Campaign, which has already been implemented, also comes into play, as this connection can be used to send automated and manual emails for customer retention and reactivation. In addition to the systems already implemented, the other relevant systems must also be merged accordingly. After analysing the existing data structure, the first step is to design an interface between the respective system to be transferred and the CRM system. The presentation in the front end must be conceptualised and taken over after successful implementation. In addition to processing and analysing the data obtained through the connection on the scope and type of use of the offers, this data is also evaluated via the CRM system or the Power BI evaluation tool. As a result, the customer can, for example, carry out automated customer recall campaigns and effective customer loyalty measures as part of the company's objectives.

Subject description

The expansion of the customer's customer relationship management system should enable the consolidation of all customer and usage data already available in other systems. Only with a comprehensive overview of the booking and usage behaviour of passengers as well as all existing system (data) can the best possible control of offers and the associated customer loyalty be made possible. To this end, all customer data from the existing systems and the data collected from any service usage must be transferred to the existing CRM system Microsoft Dynamics 365 (EU Cloud).


Project periodProjektbeginn02.01.2024

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Gerd Minners

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