Best Practice

MS Dynamics CRM

MYFLEXBOX x gorelate Visualization for sustainable benefit

21. April 2023

Ina Baltes

Für die stark wachsende MYFLEXBOX hat gorelate ein CRM-Projekt umgesetzt: Mit Dynamics 365 wurde ihr Standort-Prozess durch die Integration der Bing-Maps visuell unterstützt. Das Resultat: Wesentliche Vereinfachung der Arbeitsschritte und Prozesse. Insights in das Projekt geben Felix Arndt von MYFLEXBOX und Samantha Scott von gorelate.

Insights into the project

Initial situation & decision for Dynamics 365 and gorelate

MYFLEXBOX is a corporate start-up of Salzburg AG and was spun off in July 2022. MYFLEXBOX faced the challenge of implementing a process that would systemically support site acquisition. At that time, customer service was only handled rudimentarily via Outlook/emails and there was no ideal solution for operations or the implementation of the locations. "The overall situation could not be quantified and was error-prone," reports Felix Arndt. The more customers/partners were added, the more a system was sought that brings everything together and can cover the central site process in its entirety.


„We then came into contact with gorelate through an invitation to tender and after several discussions we felt that there was an understanding of our processes, also technically, so that in the end we felt well understood and looked after and we therefore made a clear decision in favor of gorelate could."

Felix Arndt, Head of Customer Services at MYFLEXBOX Austria GmbH

Challenges in implementation and in the project

The biggest challenge was the start of the project – a learning process for both sides. On the one hand the technical understanding of the possibilities offered by Microsoft Dynamics and on the other hand the process understanding of MYFLEXBOX. Some existing tables and lists from Excel could not be transferred 1:1 to the CRM, so it was necessary, but it was also possible to simplify some processes through automatisms.

To optimize the process, several loops had to be completed initially. This learning phase was not ideal, but very good, since such a more in-depth exchange was necessary, the dynamics developed very result-oriented and Samantha Scott was able to develop a deep understanding of the process.

As the project progressed, more areas and apps were gradually added. First the implementation of Sales as a basis, then Project Operations, Field Service and Customer Service. The respective employees or power users were trained in each area.

The biggest challenge and the highlight: the location process

For MYFLEXBOX it is mainly about locations - where does it make sense to place the next parcel station. The location process has developed primarily visually, through the integration of BingMaps. A web resource was built, which is located directly on the functional site. On the map you can see the physical location, existing and potential new locations, supplemented by some evaluation criteria. "The BingMaps integration is certainly the highlight of the project and was also the most difficult technically, but the effort was worth it," says Samantha Scott with satisfaction.

What are the advantages for the users?

„MYFLEXBOX has many criteria per location, but also many players: parcel service providers, partners, internal employees and external evaluators and all of this in a CRM that offers the possibility of controlling everything via apps on the mobile phone. Existing locations, potential locations and parcel service providers are displayed in the live map, and we have now also integrated a GIS service that displays household and population figures. This has simplified the entire process considerably and saved time."

Samantha Scott

Technical Consultant

„Sam and you as gorelate have managed to visualize our evaluation for a potential location in such a way that it has lasting added value. It is possible to get a quick overview of whether a location can become attractive. It's about geographical aspects, the location or whether the location is in a metropolitan area. It's fantastic how all of this information is presented visually in one place.“

Felix Arndt, Head of Customer Services bei MYFLEXBOX Austria GmbH

Outcome & successes through the project


Thanks to Dynamics 365, there is now an orderly, stable process in which no more information is lost thanks to the simple combination of apps, in this case Operations and Sales, and which supports potential optimization - a massive impact for MYFLEXBOX.
 


Felix, how was the cooperation between MYFLEXBOX and gorelate for you?


„I think the collaboration is great for a number of reasons. One of the most important messages that we as MYFLEXBOX want to convey is that we don't have customers, we have partners. Partnerships can be of high quality and grow if nurtured. I see working with gorelate as such a partnership. On the one hand, this is due to the gorelate company itself, but in particular to individuals like Sam, who contributed a great deal to the fact that such a partnership could come about.“

Felix Arndt, Head of Customer Services at MYFLEXBOX Austria GmbH

Future prospect

The vision is to have a system with Microsoft Dynamics through which everything runs centrally, because these mutual connections are really very strong. The current focus is on automations for further time savings. Then we focus together on scaling the process and on the fact that MYFLEXBOX can work more independently in the implementation in the future. Samantha Scott states that she is very happy to be able to participate in the growth of MYFLEXBOX.

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