Customer relationship management – Analyse customer data with CRM systems.

Regardless of whether it's B2B or B2C, companies that leverage CRM systems to put their customers centre stage are more successful. They know their customers better and can make more informed decisions about which are the most important for their business. A CRM system also enables businesses to reflect on their processes and improve them.
Best of all, in a CRM system, not only are feedback and successful marketing and promotional campaigns more transparent, but product quality and customer satisfaction can be analysed in more detail.

Benefits of CRM systems:

Spot market potential.

Intelligent means for long-term customer relationships and advanced contact management.

Quickly ascertain customer satisfaction and easily analyse their wishes.

Marketing campaign successes are immediately tangible, higher marketing ROI.

Easier service optimisation.

Sales support, better sales prognoses and after-sales service.

Exact customer lifetime value (CLV) calculation.

Optimum customer management thanks to the integration of CRM and BI solutions.

Resolve issues before they become a problem with predictive customer support.

Business Manager Business Applications

Wernher von Schrader

Customer relationships are crucial when it comes to driving a business forward and increasing revenues.

Which is why Bechtle offers CRM systems to tackle exactly these challenges. Companies can optimise their customer relationships and therefore their business in a snap. New market opportunities become apparent and the company gains a comprehensive insight into what customers and target groups really want

Our Microsoft CRM solutions at a glance:

In order to provide our customers with a versatile and cohesive CRM system that delivers a wealth of benefits, we focus on one manufacturer: Microsoft.
Alongside the well-known Dynamics 365 CRM software, Microsoft also has other intelligent tools that offer even greater opportunities to optimise customer relationship management.



Microsoft Power BI*


Microsoft Cortana Intelligence* 


Microsoft Azure IoT*


Microsoft Dynamics 365

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

Microsoft Dynamics 365 Business Central*

*Bechtle Competence

Microsoft Dynamics 365 is an innovative and modular tool that lets businesses of all sizes digitalise their business processes and develop new business models. As an experienced CRM partner we can also help you with individual solutions, whether on premise, in a private or public Microsoft cloud.

Baby steps or one giant leap – You decide.

Our experienced CRM experts are with you every step of the way in the fields of:

  • Marketing
  • Sales
  • Services
  • Field services
  • 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.

And that’s not all. We also have the perfect CRM solutions and experts for social media engagement, IoT and artificial intelligence.

What is customer relationship management (CRM)?

When IT admins talk about customer management, they are generally referring to the CRM system rather than the strategy, even though both are very closely interlinked.

A CRM system supports businesses in building successful customer relationships with customer relationship management a tool for supporting and optimising sales and marketing. It is important to recognise customers’ wishes and needs in order to determine appropriate services and products. The more insights CRM can deliver, the easier it is for businesses to increase profitability. What’s more, CRM enables real-time communication with customers through self-service portals, customer voice, ticketing and IoT integration.

And best of all, by expanding a CRM system with other technologies or adding other departments, completely new and unique customer relations can be established. In this way, CRM systems can be successfully integrated into contact centres in combination with digital assistants in order to recognise and customer needs quickly.

There are a large number of CRM software providers on the market, but only a handful of them have focussed on customer relationship management and offer wide-ranging solutions.

Microsoft Dynamics 365 for Sales – The CRM solution for business.

  1. 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 digitalises your entire sales process.

  2. 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.

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

  4. 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 Microsoft Dynamics 365 – Big-league marketing.

  1. For SMEs, digitisation and globalisation means: the competition is always just a click away, and often a well targeted and appealing marketing campaign is what makes the difference between a product being successful or not.

  2. The good news is modern cloud technology now also offers small marketing departments economical CRM tools in online marketing and marketing automation that were previously only available to large corporations.

Microsoft Dynamics 365 features and benefits for marketing automation:

  • E-mail marketing
  • Web forms and home 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, for example, triggers different campaign activities depending on the various 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. Want to learn more? Ask for a demo today!

Microsoft Dynamics 365 for Customer Service – Always one 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 Dynamics 365 solution modules work seamlessly with one another to make you look like the consummate service professional in front of your customers.

Together with our specialists and with the right CRM tool, 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: Using 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, they can receive help via live chat, co-browsing 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 communication channels (e-mail, phone, social media, chat and online) make your service centre a customer-satisfaction machine.
  • Service meets sales: Leverage service requests for cross and upselling and turn customer contacts into binding sales. 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.

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 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) to make CRM even simpler and more successful.

Sounds like pie in the sky? What seems to be a pioneering 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?
  • Which other CRM systems have you used?
  • 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.

This approach makes even the most complex project tasks manageable meaning you’ll be able to achieve your goals of optimum customer management and successful business even faster.

Our CRM portfolio for getting you started. Take a look at our brochures on a range of CRM subjects.

Bechtle Dynamics Connector.

Efficient merging of critical data.



Perfect services with Dynamics 365 and the Bechtle SmartService package.

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Successful sales with Dynamics 365 and the Bechtle SmartSales package.

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Microsoft Dynamics CRM.

Customer relationship setup and management made easy with the right CRM system.

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Dynamics xRM – More than just a CRM software.

The focus of the standard CRM module is on the customer, but how can you win over new ones? How can business-relevant information from across the organisation be integrated. Good CRM software can do and offer so much more than just customer relationship management.

While xRM are based on CRM systems, the also offer the opportunity to collate and manage all relationships inside and outside of an 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. This means that you don’t need to buy and install an expensive standalone solution to get a tailored xRM. You can manage everything from your own contacts and customer details to every activity with external parties in your optimised CRM system.

Best practices and industry expertise.

The market is saturated with off-the-peg solutions and products from a whole wealth of providers, who may offer versatile solutions, but whose products are difficult to adapt to an individual company’s 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.

Thanks to our extensive experience, we consult businesses in many industries:

  • Mechanical engineering and heavy industry
  • Education
  • Healthcare
  • Public sector
  • Services
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With Microsoft Dynamics CRM 2016 and Dynamics CRM online, you have the best foundation for successful sales, marketing and customer services.