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Microsoft Dynamics Helps SMBs Deliver Superior Service

25 Nov 2015

From personally delivered treats, to streamlining distribution, manufacturing, accounting and more, Microsoft Dynamics is helping Small and Medium Businesses (SMBs) provide superior customer experiences and increase organizational efficiency. Offering both customer relationship management (CRM) and enterprise resource planning (ERP) software applications, this solution is designed to simplify communication and planning. Discover how other SMBs are growing their business with Dynamics.

To serve supporters

Fostering a sense of loyalty and pride — and maintaining it — was key to rebranding NBA franchise Oklahoma City Thunder. To keep fans faithful, the Thunder used Dynamics CRM to create a truly unique experience and manage guest satisfaction.

The team has collected a wealth of information on each season ticket holder — everything from the fan’s favorite player, to his or her pet’s name — allowing them to send targeted communication and invites.

For example, if a fan has indicated that he or she loves the mascot, the Thunder can invite the fan to a photo shoot with Rumble the Bison. Choosing CRM as the vehicle for this information is paying off.

“Microsoft Dynamics is a system that’s very user-friendly, and our people are very comfortable with it,” says Scott Loft, VP of ticket sales, retention and database operations for the team.

The franchise’s Net Promoter Score, a ranking that measures customer satisfaction, is more than double the NBA average. The impetus for this success is that they’re putting people before profits.

“We’ve been sold out for 217 straight games,” Loft says. “What we do is very much about doing the right thing — it’s not just about making a financial impact. Our interest is strictly related to our fans, because they’re the ones who have given us the support to sell out games. We’re here to serve them.”

To organize operations

Sea Breeze distributes beverage concentrates and syrups, and installs beverage-dispensing equipment for its customers in New York and New Jersey. Coordinating that operation can become quite complex. To streamline their operations and keep information centralized, the New Jersey-based company uses Microsoft Dynamics NAV (Navision).

“We use Navision as our complete ERP system for everything, including manufacturing, distribution, accounting, service dispatching and more,” says Josh Sanders, VP of Sea Breeze. “We have benefited from combining many old, disparate systems into one — everyone is on the same page now.”

To improve and integrate

Providing the ability to manage your entire business, Microsoft Dynamics ERP software offers the tools needed to oversee financials, manufacturing, supply chain management and operations. Software Advice, a Gartner company based in Austin, Texas, recently conducted a study on ERP software buying trends in 2015 among SMBs.

Mark DiGiammarino, media relations specialist at Software Advice, says the study found 54% of current ERP users cite data integration as their top reason for purchasing new ERP software. According to the study, close to half of current ERP users also leverage an ERP system to improve their CRM.

Microsoft Dynamics enables SMBs to better serve their external and internal audiences by connecting people with the information they need and want. Talk to a specialist to learn how this solution will address your specific goals and needs.