Customer Relationship Management (CRM)

Building and managing meaningful customer relationships

Leveraging the full potential of your business relationships without handling dozens of physical files – with CRM solutions that make the difference


Keeping information up to date is the basis for meaningful long-term customer relationships. Managing a network of customers and partners therefore requires a system that is able to organise all information in the front end for your business. CRM systems from Konica Minolta provide the digital solution for your needs, no matter what the industry or department.

Your business network, including the relationships to customers, partners etc., is a priceless asset for your business. Many departments would not be able to perform on the level they could without managing their contacts properly. Sales, marketing and customer service need a reliable CRM system to assist them in managing and addressing their respective contacts accurately and seamlessly.


We provide you with business software that integrates all your contacts in one clear solution. With smart functionalities and AI support, you are able to gain insights on your contact groups in order to address them in the best possible way and on a more personal level. By moving your CRM into the cloud, we empower your company with a flexible and scalable technology that is able to grow with your business. As the number of policies for data and cyber security like GDPR increase, the solutions we offer enable your information management to meet all regulations, making your CRM compliant for the future.


Our portfolio of CRM solutions is based on Dynamics 365 by Microsoft, which we individually adapt based on your requirements. Our solutions help you to leverage the full potential of your customer relationship management processes to consolidate business in your front end.

Success story

Amper Market success story logo

Organised business and perfect customer care are the driving forces behind amper market

Organised business and perfect customer care are the driving forces behind amper market

Amper Market, a.s. in the Czech Republic offers electricity from decentralised, mostly renewable sources. End customers therefore benefit from the low and sustainable cost of power. The company builds on the use of the latest technology that is not only environmentally friendly but also economical. In 2018, Amper Market had a turnover of CZK 4.5 billion and served more than 40,000 points of supply, mainly in businesses and the community sector. Businesses and municipalities are also offered a natural gas supply. The growing amount of customers increased the difficulty of ensuring a high-quality service, because its original technological solution was based on Microsoft Excel calculations. Konica Minolta IT Solutions Czech implemented a Microsoft Dynamics 365-based CRM solution at Amper Market. It ensures more effective support for the sale of commodity utility products in client acquisition and retention.



The original technologies were no longer sufficient for business processes

Amper Market entered the Czech market in 2011 and utilises electricity from decentralised, mostly renewable sources in the electricity market. The goal that Amper Market had when entering the market was met: Its commercial virtual power plan project has built its position as an energy concept of the future and the present. As awareness of the new concept of energy supply was spreading, the number of potential clients was increasing and the client base was expanding. Such a high number of customers increased the difficulty of ensuring that a high-quality service was provided.


But a personalised approach and care for each client are essential to the business activities of Amper Market. Its original technological solution was built on individual Microsoft Excel-based calculations. It did not, however, allow the user to monitor the opportunities and activities of individual sales persons or to use the central system to gain a solid idea of their business activities.


Amper market success story divider image 2


From identifying prospective clients to executing contracts

The basic requirements of Amper Market focused on comprehensive support for business processes, ranging from identifying prospective clients (lead management) to acquiring new clients and executing contracts. As a result of the old system, there was no effective process management and quality customer care promoting customer satisfaction. The company management team therefore decided to select a reliable technological solution to support the sale of utility commodity products. Konica Minolta IT Solutions Czech implemented a Microsoft Dynamics 365-based CRM solution at Amper Market.


With the solution Konica Minolta IT Solutions Czech provided a customised technological solution supplemented by effective business management tools. The main features of the implemented solution include extended product administration with information regarding the properties of commodity products. In addition, creating a new structure of price lists or the option to set up multi-level pricing, which is typical for utility products (e.g. peak and off-peak rates for electricity), is part of it. Furthermore, the primary business process and opportunity management using the Business Process Flow tools were set up. All in all, the Microsoft Dynamics 365-based solution ensures more effective support for the sale of commodity utility products in client acquisition and retention and thus meets all required criteria Amper Market demanded.


“Even traditional fields such as power experience major changes and upgrades and we want to be there when it happens. That is why we are committed to keeping track of the latest trends in energetics, as well as in IT communication and energy technologies. Their intense use gives our business a significant added value”, explains Viliam Grácz, Director of Amper Market.


In 2018, Amper Market was incorporated into the Bohemia Energy group. The group took over also the customer care and the CRM solution.

quotation marks

“Even traditional fields such as power experience major changes and upgrades and we want to be there when it happens. That is why we are committed to keeping track of the latest trends in energetics, as well as in IT communication and energy technologies. Their intense use gives our business a significant added value.”

Viliam Grácz

Director, Amper Market, Czech Republic

Challenge

Challenge
  • Personalised approach and care for each client were essential to the business, but:
    • Number of potential clients was increasing
    • Client base was expanding
    • Increased difficulty of ensuring a high-quality service
  • Original technological solution was built on individual Microsoft Excel-based calculations:
    • No monitoring of opportunities and activities of individual sales persons possible
    • No effective process management
    • No quality customer care promoting customer satisfaction
  • Basic requirements for a new CRM solution:
    • Identifying prospective clients (lead management)
    • Acquiring new clients
    • Executing contracts

Solution

Solution
  • Implementation of a Microsoft Dynamics 365-based CRM solution
  • The solution was implemented in one organisation using a sandbox for testing purposes. It consisted of three parts:
    • Dynamics 365 – using the verified BASE and UTILITIES solutions, expanded by specific modifications thanks to customisation and development on .NET
    • Dynamics Portals – a partner portal for connecting external workers (vendors)
    • Integration into the existing systems using Microsoft Flow
  • Scope of installation:
    • Dynamics 365 for Sales Enterprise Edition — 28 licences
    • Microsoft Dynamics 365 Portals (Partner Portal)
    • Exchange Online (Plan 1)
    • Microsoft Flow

Advantages

Advantages
  • More effective support for the sale of commodity utility products in client acquisition and retention:
    • Extended product administration with information about the properties of commodity products
    • Creating a new structure of price lists
    • Option to set up multi-level pricing, which is typical for utility products (e.g. peak and off-peak rates for electricity)

Get in touch

Get in touch
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