Rainbow Waters

Rainbow Waters optimizes Customer Experience with Microsoft Dynamics 365 CRM and Data Communication’s integrated implementation.

The Company

Rainbow Waters is no1 water cool and water filter company in Greece and the 3rd largest in Europe. It has the best distribution network with 72 service points across Greece and since 1999 it serves more than 400,000 satisfied customers. Having gained the confidence of hundreds of thousands of individual and corporate customers, it meets the needs of the whole country for clean water, with state-of-the-art water cooler and household water filters for the kitchen fountain.

Business Challenge

Rainbow Water’s based their development in prompt and quality customer service, so ensuring them is a high priority. In this context, Rainbow Waters was looking for a contemporary, reliable, and flexible IT solution to cover their needs for a unified interface and comprehensive management. More specifically, the solution must offer:

Multiple collection claims from customers, through a payment code, debiting a bank account, or cash
Automated processes for new customers, executing orders from the e-shop & checking balance availability
Full water bottle tracking
Electronic invoicing
Track of the sales cycle
Marketing actions automation
Complete information about customers status
After sales support
Interface with company’s ERP
Statistical information for all previous periods and years, for strategic decision-making

The Solution

Data Communication to meet the needs of Rainbow Waters, implemented a 360° solution based on the Dynamics 365 Business Central platform, and more specifically at Sales, Service, and Marketing subsystems. The solution was integrated with Microsoft Dynamics NAV, an application that the company was already using. In more detail, the implemented solution offers:

Real-time integration between Navision and CRM, for tracking communications, meetings & orders
Approval flow with multidimensional criteria
Automatic gifting functionality during the sale cycle if conditions are met
Module for proposed order delivery based on specific criteria
Automation of sending orders via email, simultaneously updating the CRM and creating a sales opportunity
Real-time reports and dashboards through Microsoft Power BI
Automated lead tracking from website and Facebook forms
A holistic view of communications and customer history for better after-sales support

Benefits

The project delivery as well as the implementation of best business practices, upgraded the organization's digital infrastructure, automated several daily processes, while interconnected systems, employees & partners, ensuring Rainbow Waters, significant benefits:

Easy, fast, and personalized communication with clients
24*7 customer support
Information without user intervention affecting the rest of systems operation
Direct reporting and 360˚ clients' overview
Reliable and relevant information for strategic decision - making