|PRODUCTS||Flintfox Dynamics 365 for Customer Engagement|
This company is a privately held American office products distributor headquartered in Brockton, Massachusetts. The company was founded in 1898 and has been family owned ever since. They are the largest independent Office and Janitorial Supplies Distributor in the US with annual revenue of approximately $2 billion across 65 locations. The
company has more than 3,600 employees, leases 1,100 delivery trucks and services more than 300,000 businesses nationwide. The company wanted to be on the latest Microsoft platform and was looking to upgrade from Dynamics AX2009.
The Flintfox solution provided the following benefits:
The company did not have one centralised place to gather and store all of the data from their customers. For example, they had 500 customer service agents in their call center. manually taking phone calls and switching between different systems to gather client information. Due to this they were challenged to manage their customer service operations in a cost efficient manner which resulted in:
This distributor understood that, in their current situation, they could face a decrease in their customer lifetime value. They attempted to build internal homegrown solutions, but these were costly and did not meet their long term needs.
The business was growing and their existing issues would have continued to worsen, possibly preventing them from scaling further if they didn’t take immediate action. Thankfully Flintfox had the knowledge and expertise to provide a beneficial solution.
Along with Dynamics 365 for Customer Engagement, The company also chose Flintfox to implement two additional ISV solutions:
These solutions provided the following benefits: