Automating Key Processes Through Dynamics NAV Magento Integration
Posturite is the UK market leader in the design, manufacture and distribution of posture improving products for the workplace and for personal use. Posturite required an affordable solution to achieve its Dynamics NAV Magento Integration project. More specifically, it was looking to improve data accuracy and customer service through the integration of its ERP, CRM and eCommerce systems.
Primary Applications Used: Magento, Microsoft Dynamics NAV, Microsoft Dynamics CRM, Crystal Reports
“We have halved our response time when dealing with customer queries and, as a result, we have improved our customer service levels.”
John Mills, Operations Manager, Posturite
Microsoft Dynamics CRM and Dynamics NAV Magento integration
Company Details
Posturite is the UK market leader in the design, manufacture and distribution of posture improving products for the workplace and for personal use. The company also provides a range of services including workstation assessment, software and office planning.
The Challenge
- Integrate Magento, Microsoft Dynamics NAV and CRM systems
- Eliminate unnecessary manual processes
- Improve data quality
- Enhance customer service levels
The Solution
- Use Magento integration services through a system integration specialist
- Prioritise requirements to quickly gain benefits
- Automate numerous business processes
The Results
- Data moved seamlessly between Magento and Microsoft Dynamics NAV
- 20,000 customer records synchronised
- Customer query response times halved
Integrate Magento with separate systems and automate processes
In recent years Posturite has invested heavily in its IT infrastructure and implemented Microsoft Dynamics NAV, Microsoft Dynamics CRM and Magento eCommerce. These work alongside a bespoke document management system and intranet. Although these systems cater for the majority of business requirements, Posturite identified that further help was needed with integration and automation.
Improve data quality
Significant manual effort is required to keep the data aligned between the different systems. Examples include orders placed on Magento that are manually entered onto Microsoft Dynamics NAV; customer records that are manually maintained between Microsoft Dynamics NAV and Microsoft Dynamics CRM; prices that are changed on Microsoft Dynamics NAV and manually uploaded into Magento; a completely manual credit control process. Rekeying data is error prone and Posturite wanted to improve the data quality in addition to eliminating unnecessary manual processes.
“It was clear to us that the efficiency of our processes and data quality needed to be improved, in addition to removing as many manual tasks as possible,” explained Chris Jones, Operations Manager, Posturite
Enhance customer service
When a customer raises an email query, the handling of it needs to be done as efficiently as possible in order to maintain high customer service standards. Posturite knew that improvements could be made to the process. The customer should be notified as to who was dealing with the query, in addition to receiving status updates.
“It was clear to us that the efficiency of our processes and data quality needed to be improved in addition to removing as many manual tasks as possible.”
John Mills, Operations Manager, Posturite
Working with a Magento integration specialist
In order to integrate the separate systems, automate key business processes, improve data quality and enhance customer service levels, Posturite had a choice. Bespoke development would solve the issues but come with cost and time constraints. Re-development would also be needed in the future to cater for process changes and enable straightforward system upgrades. Alternatively, the company could use the services of an Magento integration specialist with a proven middleware application.
“Having had previous experience with Codeless Platforms’ BPA Platform we knew that it was the best application to solve our integration and automation issues,” said Jones.
Being able to streamline processes, without the risks and costs associated with bespoke development, was a very attractive proposition. The company decided to pursue this option and turned to Codeless Platforms and its established BPA Platform. Its extensive integration experience with other systems, including Microsoft Dynamics NAV, Microsoft Dynamics CRM and Magento, along with its automation capabilities, meant that Posturite could feel confident that the right decision had been made.
Prioritising system integration requirements
Posturite prioritised the business requirements and selected those that would provide the greatest benefits. The processes chosen were the automatic handling of customer service queries, the synchronisation of customer records between Microsoft Dynamics NAV and Microsoft Dynamics CRM and the movement of data between Microsoft Dynamics Navision and Magento . This included orders and price changes.
“Having had previous experience with Codeless Platforms’ BPA Platform, we knew that it was the best application to solve our integration and automation issues.”
John Mills, Operations Manager, Posturite
Automatic handling of customer queries
Previously, customer email queries were handled manually by the customer service team. A lack of information provided to customers resulted in an increased volume of phone calls to the team requesting status updates. Now, the BPA Platform automatically picks up an email query and assigns it to an available team member. It then emails the customer with the details. The benefits include a reduction in phone calls, considerable time savings and a significant improvement to query response times.
Data moved seamlessly between Microsoft Dynamics NAV and Magento
Previously, orders placed on Magento had to be manually re-keyed into Microsoft Dynamics NAV. Price changes made on Microsoft Dynamics NAV were manually uploaded onto Magento. Now, these trigger points are picked up automatically by the Data Integration and Synchronisation capability and the systems are updated without any manual intervention. Data anomalies between the systems have been eliminated.
“By using Codeless Platforms’ BPA Platform, we have halved our response time when dealing with customer queries and, as a result, we have improved our customer service levels,” stated John Mills, Operations Manager, Posturite.
20,000 records synchronised
Previously, customer records in Microsoft Dynamics NAV and Microsoft Dynamics CRM used to be maintained separately. Keeping the databases in line was a manual process and inevitably there were discrepancies. Now, the BPA Platform synchronises the 20,000 records, providing Posturite with a single view of the data that is in real-time.
Automated credit control process
One area that Posturite is keen to improve is the credit control process. Although the majority of invoices are already emailed to customers, currently, these are done manually. There is evidence that emails containing invoices have not been sent to the correct people in the first instance and this had led to a high demand for invoice copies to be resent. Using the Notifications and Alerts capability to automate these steps, and alert the relevant employees to aged debtors, will streamline and improve the overall process.
Improve the production of Crystal Reports
Another area being looked at is how Crystal Reports are produced. Being able to quickly and easily generate the reports and send them to multiple recipients is a key requirement for Posturite. As the Report and Document Automation capability can provide the company with this flexibility, work is already underway to apply this to the different reports that are created.
Collate customer details
Posturite is looking for a better way of gathering customer details in order to create a customer account. Currently, the information comes from a variety of sources including sales reps, the call centre and from registrations on Magento. The BPA Platform will collate the information in one place and then email the customer asking them to verify the details.
“Now that we have seen what Codeless Platform’ BPA Platform can do we have already started work in other areas so that we can quickly achieve further key benefits,” concluded Chris Jones. Operations Manager.
“Now that we have seen what Codeless Platforms’ BPA Platform can do we have already started work in other areas so that we can quickly achieve further key benefits”
John Mills, Operations Manager, Posturite
