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Customer relationship management – analyse customer data successfully.

Whether B2C or B2B: Companies that put their customers centre stage with CRM systems are more successful. They know their customers better and can make better informed decisions about which customers are the most important for their business. A CRM system also lets them reflect on their processes to make them better. In a CRM system, not only is the feedback and successful marketing and promotional campaigns more transparent, but product quality and customer satisfaction can be analysed in more detail.

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Power BI*


Cortana Intelligence*


Azuro IoT*

Dynamics 365

  • Sales*
  • Field Service*
  • Marketing*
  • Customer Service*
  • Project Service Automation*
  • Operations

Microsoft NAV*












*Bechtle Competence

Microsoft Dynamics 365 is an innovative and modular tool that lets businesses of all sizes digitise their business processes and develop new business models. As an experienced IT partner we can also help you here with individual solutions, whether on premise, in a private or public Microsoft cloud. What’s more, you decide if you want to start with small steps, or if you want to take the plunge and start your future today.


Our experienced and professional consultants can help you every step of the way in these fields:


  • Marketing
  • Sales
  • Service
  • Field service
  • Project service automation

We can also provide you with the right know-how required for successful CRM projects today: From consulting (devising a concept) to development, training and interfaces, to system integration, maintenance and support, as well as ERP integration and BI/Data Warehouse. But not only that, we also have the right solutions and specialised knowledge of tomorrow: Social media engagement, Internet of things, artificial intelligence.

Dynamics 365 for Sales – focusing on what’s important.

Microsoft Dynamics 365 for Sales gives you the right insights at the right time into your current customer relationships and sales situations. It lets you concentrate on the important leads and sales opportunities and digitises your entire sales process.


Motivate your sales team with the perfect mix of information and collaboration. User-friendly dashboards help you set targets and monitor results. The integrated support helps you compare your teams’ tasks with best practices. Gamification functions can also encourage some healthy competition among colleagues.


The straightforward user interface and seamless integration into Microsoft Office means your employees will be more efficient, whether individually or in teams without having to continually change between applications.


With the common databases shared by the marketing and service departments, your sales employees always have an overview of customer relationships and are able to recognise sales opportunities and risks earlier and respond accordingly.

Marketing automation with Dynamics 365 – big-league marketing.

For SMEs, digitisation and globalisation also means: the competition is always just a click away, and often a well targeted and appealing marketing campaign is what makes the difference. The good news: modern cloud technology now also offers small marketing units economical solutions in online marketing and marketing automation that were previously only available to large corporations.

Some of the features include:

  • E-mail marketing
  • Web forms and landing pages
  • Campaign automation
  • Event management
  • Surveys
  • Web intelligence
  • Lead scoring
  • SMS integration
  • Social marketing
  • Reporting

Complex campaign processes can be planned using a graphical user interface that, e. g. triggers different campaign activities depending on different customer reactions. For example, if a potential customer opens an e-mail more than once within two days, a call is placed by the customer service department or a special offer is sent via SMS. Would you like to learn more? Ask for a demo today!

Dynamics 365 for Customer Service – always a step ahead.

With Microsoft Dynamics 365 for Customer Service and the specialists of the Bechtle Group as experienced integration partners, you receive all the tools you need for the best service from a single source. Whether over phone, on site, or online, you always have your service processes under control. The solution modules from Microsoft Dynamics 365 work seamlessly with one another to make you look like the consummate service professional in front of your customers.

Together with our specialists, you will bring your service organisation to a whole new level of customer service. Offer your customers full service through all channels:

  • self service online: Over the integrated portal technology, a customer can access a knowledgebase with relevant articles at any time or submit a request online. If personal assistance is required, he can receive help via live chat, cobrowsing or a call back.
  • Contact Centre: A professional contact centre has special requirements. Quality is paramount, even during peak contact times. Perfected interfaces for agents, integration of customer satisfaction surveys and integration of communication channels (e-mail, phone, social media, chat and online) make your service centre a customer-satisfaction machine.
  • Service meets sales: Turn service requests into opportunities for cross- and upselling and use the customer contact to increase the effectiveness of your product. With the signal recognition functions offered by Dynamics 365 you can use the service processes to sell further products and services. The result: longer and deeper customer relationships.

Dynamics 365 for Field Service – perfection is not a coincidence.

Customers are willing to pay for good service, but expect exceptional service when it comes to reliability and professionalism. With the field-service module from Microsoft Dynamics 365 you can show your customers what professional, on-site service looks like today and leave a lasting impression even after the sale. The processes and the user interfaces have been optimised for the respective role: from the first contact in the service centre to the planning table in the resource planning, to the mobile tablet app for external field service, over which employees have real-time access to all relevant information—even when offline.


Faster service thanks to Connected Field Service.

The Connected Field Service concept goes even one step further: connect your products and systems directly to the service module. In the Internet of Things (IoT) sensors sound an alarm before any damage even occurs and you can help the customer before any damage or errors arise.


Your external field service offers not only service, but also offers proactive support during commissioning and systems projects. With the module Project Service Automation, these project activities are also integrated and can be considered in the resource planning.

ERP + CRM = more success for your business.

From the first contact with a prospective customer to the conclusion of a maintenance contract or service level agreement years down the road: that’s a complicated journey filled with different processes. Mapping these processes without redundancy, manual data input and other breaks in the system is the goal of many businesses today. Not only does this enhance the productivity and data quality, the overview of all business processes taps into unforeseen potential and enables a continuous improvement of products and services.


Businesses that take this approach are advised to start with the most important step: Connect your enterprise resource planning (ERP) with your customer relationship management (CRM).


What seems to be a pilot project with countless challenges to the single business operator, is ordinary daily business to the experts at Bechtle:

  • Which processes are mapped in the CRM, and which ones in the ERP?
  • Which system holds the master data?
  • How do I make data available in another system?
  • Do I need a real-time interface or will an overnight import job suffice?


We answer these and other questions together with you in a workshop and find the most efficient solution that meets your business requirements To assist us in this work, we use special tools and check lists that were developed specifically for CRM-ERP integration.


With these tools even the most complex project tasks are manageable and you get your results faster.

Dynamics xRM – more than just customer management.

The focus of the standard CRM module is on the customer. However, today’s businesses find themselves in a complex system of a wide-ranging group of customers and factors. xRM solutions also let you collect, record and manage all relationships inside and outside your organisation. An xRM solution can, for example, manage relationships with partners, employees, suppliers, training course participants, applicants and investors. There are a wide range of possibilities, and similar to standard CRM projects, they can be predominantly covered by the available standard functions of Dynamics 365. That means, for custom-made xRM solutions there is no need to purchase and install an expensive “island solution”. You can manage everything from your own contacts and customer details to every activity with external parties in your optimised CRM environment.


Best practices & industry expertise.

The market is satiated with turn-key solutions and products that may be versatile, but are often not modifiable enough to accommodate your business requirements. That’s why we don’t offer you any static solutions, but rely on proven, best practices from all industries. Many requirements and challenges are often also found in other businesses and have already been implemented several times. From this catalogue of solutions we can offer you reliable modules and components that can be easily and flexibly adapted to meet your specific requirements. You can thus already begin investing in the fine-tuning of solutions and the perfect user acceptance.

Our consulting services and references:

  • Mechanical engineering & heavy industry
  • Education
  • Health
  • Public sector
  • Services