Fragmented systems and siloed data made it difficult for ADEZZ Group to manage quotes, customer service, and multilingual support across five countries. In this customer story, you'll read how the company unified its CRM with Dynamics 365 Sales and Contact Center, enabling real-time translation, improved reporting, and stronger customer engagement. Read it to see how your organization can achieve similar results with Dynamics 365.
How did ADEZZ improve sales and customer service with Dynamics 365?
ADEZZ used Microsoft Dynamics 365 Sales and Dynamics 365 Contact Center to bring sales and service into one shared environment. Previously, they relied on a custom ERP, a separate customer service tool, and Microsoft Teams telephony, with no central CRM. Quotes and customer interactions were tracked manually, which led to fragmented data, missed follow-ups, and limited insight into conversion rates.
By implementing Dynamics 365:
- Sales and service teams now work in a single application with a 360-degree view of each customer.
- When a customer calls, staff can immediately see all transactions, open quotes, and active service cases.
- Quotation tracking is structured with a clear project–client–quote “pyramid” model, so every step is recorded in Dynamics 365.
This unified setup has helped ADEZZ increase first-contact resolution, strengthen quotation follow-up, and better measure conversion rates, all of which support their goal of doubling revenue while maintaining service quality across multiple countries.
How is ADEZZ handling multilingual customer support?
ADEZZ serves customers in more than 15 countries but previously had only a few employees who could handle French, German, or Polish inquiries. If the right language specialist was unavailable, they struggled to respond effectively.
To address this, ADEZZ deployed Copilot in Dynamics 365 Contact Center with real-time message translation. Today:
- ADEZZ supports five languages (including Dutch, German, French, Polish, and English) through real-time translation.
- Customer service representatives can understand and respond to customers in the customer’s preferred language, without needing to hire staff who speak five or six languages.
- Transcription features capture phone conversations so both service and sales teams can review what was discussed and coordinate follow-up.
This approach has helped ADEZZ expand support across regions, improve consistency of service, and reduce dependency on a small group of multilingual staff.
What measurable benefits has ADEZZ seen from Dynamics 365 and Power BI?
ADEZZ has seen several measurable improvements since adopting Dynamics 365, Copilot in Contact Center, and Power BI:
Customer service performance:
- They now meet a 10-second response target for incoming calls.
- Call abandonment rates have decreased.
- More issues are resolved on first contact because agents have a full view of customer history.
Sales and quotation management:
- Quotation follow-up is now system-driven rather than manual. Sales reps manage tasks in Dynamics 365, and the system reminds them of pending follow-ups.
- ADEZZ can accurately measure quotation conversion, avoiding double counting of multiple quote versions for the same project.
Data and profitability insights:
- With Power BI, ADEZZ tracks margins in detail and can slice data by customer group, country, or material.
- They also monitor transportation costs, which helps refine pricing and shipping policies.
Operational flexibility:
- Account managers use the Dynamics 365 Sales mobile app to access up-to-date contact information and submit visit reports while in the field, saving time and improving data quality.
These changes support ADEZZ’s broader objectives of managing rapid growth, improving customer satisfaction, and working toward its ambition to double revenue with better data and AI-driven processes.
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