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Business Situation

Metrohm is one of the world’s most trusted manufacturers of high-precision instruments for chemical analysis. Its field service engineers carry out over half a million certifications every year. This reach and specialty required a new enterprise resource planning (ERP) system to help it manage its operational processes more efficiently and a modern customer relationship management (CRM) system that would empower its sales and service teams to be more proactive. First, it needs every country in which it operates to move onto the same version of Microsoft Dynamics 365. Avanade’s technical expertise combined with our previous work with Metrohm made us the partner of choice for a smooth transition.

“We worked very closely with Avanade on developing a good solution that really fits the Metrohm requirements. This solution saves a lot of time and energy. What we have done is taken the integration to a new level both in terms of performance and the business intelligence that we have within the system.”

Peter Cass IT Program and Portfolio Manager, Metrohm

Solution

We’re helping Metrohm upgrade to a more strategic platform on Microsoft Dynamics 365. We also created a template that each country can use to consolidate its ERP and CRM in one step. This technical integration of the Customer Engagement and Finance and Operations applications allows data about customers, products and operations to flow across the enterprise seamlessly. By delivering the solution with web services, we eliminated the need for middleware. Another important feature is the access to data that field service engineers now have using the Resco Field Service 2.0 mobile app, which fully integrates with Dynamics 365 online. Now they can more proactively service their customers which leads to increased loyalty.

Results

The new integrated user experience empowers teams to do their work faster and smarter, wherever they are located. The real-time mobile solution helps to pass data from one system to the other which strengthens intelligent decision-making. Streamlined, end-to-end processes are increasing efficiencies and reducing operational costs.

Other benefits include:

  • Better market insights regarding products, sales volumes and sales margins
  • Greater data accuracy now that information only needs to be entered into the system once
  • More opportunities to give customers additional information about their equipment and services
  • Real-time access to information so multiple teams can increase their productivity and response times

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