Lindab Profil enhances and streamlines customer relationships with Dynamics 365 Customer Service

Lindab Profil is a part of the Swedish industrial group Lindab that have a leading position in the European market. Lindab Profil manufactures building components from thin sheet metal that are used in constructions across Europe.

Evelina Wallander, Business Developer at Lindab Profil, also served as the customer service manager when Lindab Profil decided to invest in Microsoft Dynamics 365 Customer Service. Both jobs have given her a key role in the implementation and a clear insight into the solution's possibilities and benefits.

When Lindab Profil chose Dynamics 365 Customer Service as their new CRM system, they did so based on a solid foundation from a previous solution:

"We had another CRM system, and we were actually satisfied with it. It worked, but we were missing the power of having ERP and CRM integrated into one ecosystem. As we are about to switch to Dynamics 365 as our ERP solution, it was an easy choice for us to change the CRM solution first," says Evelina Wallander.

Building the foundation with a simple and scalable solution

Currently, Lindab Profil's ERP solution, Dynamics 365 Finance and Supply Chain Management, has not been implemented, so the integration between the ERP system and Dynamics 365 Customer Service is still to come. Despite this, Lindab Profil's sales and customer service teams are already seeing value:

"We have developed a good understanding of our customers' needs and desires, and once we implement ERP, we will be able to fully leverage the CRM solution."

There is still significant untapped potential, as Lindab Profil, in collaboration with Cepheo consultants, chose an approach that focuses on the most basic needs.

"I think it was wise that we chose to start with a simple and scalable solution and then develop it further. In this way, we get a better solution than if we had launched everything from the beginning with a lot of features that wouldn't be used," says Evelina Wallander.

The approach of starting with a simple and scalable platform has also made it easy for users to adopt the solution:

"It has gone well because the interface is very straightforward and well-defined. This allows all our employees to use the system without any issues," says Evelina Wallander, adding that it also fosters a positive and constructive development environment where users are involved.

Faster, better customer service

Although Lindab Profil has yet to roll out all the capabilities of Dynamics 365 Customer Service, the solution has already made a noticeable difference in its first year of operation.

"By using Dynamics 365 Customer Service, we have been able to structure our work better and handle multiple cases simultaneously. It helps us answer and manage calls faster and more accurately, leading to an improved customer experience. By having a better understanding of the number of cases being handled, we can also more easily plan resources and staffing needs. We didn't have this insight before," says Evelina Wallander.

The optimized customer management is, among other things, achieved because the solution can suggest answers to the customer and anticipate issues by identifying angry or dissatisfied customers.

Additionally, Dynamics 365 Customer Service offers a range of tools that make employees more efficient:

"There are many tools available, including AI, statistics and customer surveys that can provide customer service and sales staff with insights into their customers and any complaints they may have. This gives all employees a better understanding of the customers and improves internal communication," says Evelina Wallander.

In her previous role as customer service manager, she could see how the implementation of Dynamics 365 Customer Service has been a significant step forward, making Lindab Profil's work more efficient and professional.

Cepheo as a trusted partner

Lindab Profil was looking for an IT partner where collaboration was based on openness and trust. Evelina Wallander was quickly assured that Cepheo could provide just that.

"At Lindab Profil, we have aimed to be self-reliant in the future, and Cepheo hasn't hindered us from learning and doing things ourselves. We want to be able to stand on our own, but we also need to be able to rely on Cepheo. By being open with Cepheo and saying, 'this is how we want it,' they've been able to adapt, which has created a good collaboration for both parties," Evelina Wallander explains.

With the complexity involved in the implementation, the ERP solution is not yet live, but that hasn't stopped Lindab Profil from getting started with Dynamics 365 Customer Service. In the long term, Evelina Wallander and Lindab Profil have high expectations for the opportunities that the interplay between Microsoft's CRM and ERP solutions will present. Because of this, Cepheo’s experience with both ERP and CRM is very relevant:

"We chose Cepheo as our CRM implementation partner because it was important for us to ensure coherence between the ERP and CRM implementations. Cepheo was a natural choice," says Evelina Wallander, adding:

"Even though it involves different teams from Cepheo, we still benefit from the fact that Cepheo knows Lindab Profil and understands how we want to work."

Evelina Wallander and Lindab Profil are pleased to have taken the path with Microsoft.

"Using solutions from Microsoft is safe and secure. Dynamics 365 Customer Service may not be the cheapest solution, but it delivers high quality and creates more value in the end," she concludes, expressing her great satisfaction with Cepheo:

"We've had a good collaboration and can be honest and transparent with each other. We've learned a lot together, and I look forward to continuing the partnership. Cepheo has been very professional but also personable, and I can genuinely recommend them and the solutions they can create based on Dynamics 365."