Summary
Key results
40% reduction in time to handle RFQs
Elimination of manual reporting in Sales and Logistics
Fragmented sales processes and no central data repository
As the manufacturer expanded into new countries, customer handling in the old CRM remained fragmented and partially manual – causing delays, data errors, and challenges in sales planning. The absence of a central information base limited transparency for Sales and Logistics, raising the risk of customer churn and inefficient order handling. To standardize processes and enable a consistent global operating model, leadership engaged Sii Poland to implement a new solution.
A modern CRM environment built on Dynamics 365
The goal was to implement a modern CRM to enhance client relationship management and support international growth.
Sii delivered an end-to-end Microsoft Dynamics 365 implementation and configuration, combining technology expertise with knowledge of medical-industry sales processes.
Scope included:
- Centralizing customer data and interaction history via Dynamics 365 Customer Engagement
- Automating sales workflows and reporting using Microsoft Dynamics CRM
- Real-time order visibility through integrations with logistics systems
With the rollout, sales teams gained a single, unified tool that eliminates manual reporting and accelerates RFQ handling. Customer data is now current and globally accessible, enabling better planning and sales prioritization. Sii restored clarity and stability to critical customer-service processes.
Global consistency and scalable sales operations
The new CRM enables Mercator to scale in international markets and make faster sales decisions. Centralized data reduced error risk, improved process consistency, and elevated customer service quality. The stable CRM foundation now underpins the company’s continued business expansion.
“Working with Sii allowed us to build a tool that truly supports global growth and makes day-to-day work easier for our sales teams.” – Client representative