Project Operations
Customer Service
Situation
Oreta is a leading distributor of mobile plans and a provider of telecom implementation services, including security and software solutions. Oreta's services span cloud, network, and security solutions, aiming to enable businesses to succeed through technology. As their business grew, they faced increasing complexity in managing their operations. They were using multiple systems that were not integrated, leading to inefficiencies and challenges in maintaining a seamless workflow.
The challenge
Fragmented Systems
Salesforce for opportunities, custom third-party apps for project management, and JIRA for ticketing were operating in isolation. This created silos of information and made it impossible to maintain a unified view of their sales and financial data.
Manual & Inefficient Processes
Manual data entry between systems, frequent customizations of the third-party app, and lack of integration between invoicing and sales opportunities led to errors, delays, and significant operational overhead.
Lack of Scalability
The custom third-party app was not designed to scale with expanding operations. The need for frequent, costly customizations made it impossible to keep pace with business growth and changing requirements.
The solution
To address these challenges, we proposed a comprehensive migration from Salesforce to Dynamics 365, leveraging Dynamics 365 Project Operations and Customer Service. This solution provided an integrated platform that streamlined Oreta's operations from pre-sales to service delivery and support.
Sales Management
Unified opportunity and pipeline management with real-time data, enabling accurate quotes and estimates for both services and products with complete integration to delivery teams.
Project Management
Project initiation from won quotes, resource allocation, timesheet management, and efficient tracking. Seamless collaboration between sales and delivery teams ensures consistency and accuracy.
Financial Management
Real-time profitability analysis, automated invoice generation, and integrated payment collection. All financial processes are seamlessly connected to project and operational data.
Key outcomes
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Operational efficiency - streamlined processes and integrated systems reduced redundancies and manual efforts with increased overall productivity.
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Financial visibility - real-time profitability analysis and financial insights enabled better decision-making and strategic planning.
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Improved customer support - unified ticketing and customer portal improved resolution times and satisfaction rates.
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Scalable foundation - unified Dynamics 365 platform provides flexibility to scale operations without costly customizations.
Business Impact
The Dynamics 365 implementation transformed Oreta's operations, delivering measurable improvements in efficiency, profitability, and customer satisfaction. With a unified platform spanning sales, projects, finance, and support, Oreta is now well-positioned for accelerated growth while maintaining operational excellence and customer focus.