Digitalization allows customers to transport their goods securely

“When it came to our digital transformation, which we started about three years ago, an important aspect was switching to a new CRM (Customer Relationship Management) system,” explains Alexander Knor. A Microsoft CRM system had previously already been used, but it required an update: “The challenge was to link the CRM system with the new ERP system and the website with the new shop systems.”

The project included the introduction of a CRM system for sales and marketing. In addition, modern workplace solutions as well as Power Platform applications are now also being used. A decision was made to use Microsoft and the cloud in order to be able to collaborate flexibly, across national borders and on a scalable basis, while offering transparent customer service. Besides the integration of all systems to obtain a central data storage system, it was also important to have a system that is always kept up to date and that can be easily extended in the future.

“Thanks to COSMO CONSULT, we recognized the potential of using Dynamics 365 Sales and Marketing at our company. This has opened doors to so many areas which we were previously not familiar with to this extent,” says Meikel Muschalik, Sales IT & Projects Manager at LogicLine.

When it came to the CRM project, the implementation of Microsoft Dynamics 365 for Sales for the back office and Dynamics 365 Marketing was right at the top of the to-do list. An expert from COSMO CONSULT supported LogicLine in getting everything set up and transferring old data.

“COSMO CONSULT helped us tremendously, providing corresponding advice and of course the Dynamics 365 software solution in order to connect the various areas not only with our location in Austria and the production halls, but also with our employees outside of Austria, so that we ultimately all speak the same language”, says Mr. Muschalik.

Equipping the modern workplace was next on the list. This included the Sharepoint integration and the introduction of Microsoft 365 with solutions such as Microsoft Exchange Server for e-mails, deadlines and tasks as well as Microsoft Teams for calls and video conferences. Thus, as a medium-sized company, LogicLine has been able to implement an impressively comprehensive digitalization strategy within less than a year. Compared to other companies, the level of utilization of the Microsoft product range is very high today.

For the marketing department, sending newsletters is an essential aspect. Thanks to Microsoft Dynamics 365 Marketing, customers can now be kept up to date much better. Thus, the project team established workflows in order to send out notifications automatically once certain solutions have been purchased. For example, if a customer buys a transport box, they receive regular updates regarding suitable accessories. This boosts add-on sales, while also regularly ensuring that customers remember LogicLine. It is also possible to follow the customer journey via the website, forms or emails at any time. Even the back-office data is stored centrally in the CRM system. This provides a complete picture of all customer activities.

“Thanks to Dynamics 365, we finally have the opportunity to turn our visions and ideas into reality. Whether it be lead marketing, marketing automation, lead scoring, or live chat - we don’t need interfaces anymore, and there are no system discontinuities anymore. That was a crucial factor when it came to our decision to use Dynamics 365,” explains Alexander Knor.

The employees recognized the limits of the previous system during day-to-day work. It was obvious that a new tool was needed, and everyone looked forward to the transition to a new system. “At the same time, it was particularly important to get the employees involved early on, to give them the opportunity to express their wishes and to come up with a coherent list of requirements, which was then implemented together with the support of COSMO CONSULT,” says Mag. Knor, Head of Marketing & Sales Operations regarding the process.

The collaboration with COSMO CONSULT was characterized by transparency, reliability and open communication. The go live took place exactly on time.

“What we particularly like as employees is the fact that we can always work individually, and that the data is always available,” explains Meikel Muschalik: “We have truly created something here with COSMO CONSULT, and we can all work on it individually at any time, also realizing all of our wishes and working on solutions independently.”

Office and field service teams were able to immediately use the new system, and thanks to the professional training, there was a high level of acceptance right from the start. After the final acceptance, LogicLine employees were trained by experts from COSMO CONSULT, so that they are able to make adjustments themselves in the future. This customization is now done by the company’s own employees every two weeks – and is always accompanied by in-house training. There is no standstill at LogicLine. This also applies to the CRM system, which is dynamic and grows as new requirements arise. As a result, the customers continuously receive enhanced solutions in order to be able to secure their cargo on a day-to-day basis. The specialized company thus also benefits from opportunities for growth. As a further step, the sales department will use an app to aid employees during sales talks. In this regard, central data storage and interfaces will also play an important role, as the data is taken from the CRM.

“We haven’t reached the finish line yet. The improvements or change requests that we receive on an ongoing basis are all implemented independently or with the help of COSMO CONSULT,” Meikel Muschalik reports. “We have the opportunity to expand all these functions as well as our knowledge and skills. And it’s safe to say that we are more than ready for the future.”