CRM INTEGRATION

Overview

I led the digital transformation initiative for a subcontracting firm within the construction industry, implementing Microsoft Dynamics 365 CRM. This involved working with a third-party provider to customize the system to the organization's specific needs, and integrating the system to the wider team’s daily workflows.

Delivery

• Primary liaison with the third-party IT team to align CRM functionalities with critical business needs.

• Collaborated with key departments—Sales, Customer Support, and Project Management—to define needs and ensure seamless CRM integration into daily operations.

• Oversaw the migration of the internal customer database to the new platform.

• Designed and implemented a structured SOP/change management strategy, providing hands-on training and support to each department.

• Collected end-user and customer feedback post-implementation, refining workflows within the SOP. This resulted in a 35% increase in customer retention (+75 Net promoter score) and record margins in annual revenue.