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W.B. Mason chose Flintfox and Dynamics 365 for Customer Engagement

INDUSTRY Distribution
COUNTRY United States
PLATFORM Dynamics 365
PRODUCTS Flintfox Dynamics 365 for Customer Engagement

W.B. Mason is a privately held American office products distributor headquartered in Brockton, Massachusetts. The company was founded in 1898 and has been family-owned since the business started. W.B. Mason is 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. W.B. Mason wanted to be on the latest Microsoft platform and was looking to upgrade from Dynamics AX 2009 and was looking to deploy customer engagement functionality early in the project.


Why they chose Flintfox

Flintfox brought to the table something unique that W.B. Mason was looking for, a partner that lived and breathed wholesale distribution. Flintfox has decades of industry vertical experience directly aligned with the business processes W.B. Mason relies on every day to operate their business. W.B. Mason wanted their customer support teams to have the best tools, multiple support channels, and task automation so they could deliver quick responsive service to their clients.

W.B. Mason was interested in Dynamics 365 and the integration
between the ERP and CRM solutions. Specifically, how it could increase agent productivity, leverage process flows, and provide users with the tools and capabilities expected from a customer service software solution. They chose to purchase Dynamics 365 for Customer Engagement due to the great relationship they had formed and the expertise Flintfox has in the wholesale distribution vertical. The Flintfox solution provided the following benefits:

  • Increased speed of customer service processes via automated support inboxes accessible by the entire team, configurable dashboards, and data visualization tools to gain actionable insights
  • Streamlined business operations with robust CRM strategies to develop a reputation as a customer-focused company
  • Created system to integrate all channels of building the customer relationship. Chat, email, phone all populated and handled in a single client
  • Automated telephony integration
  • Automated chat integration
  • Single client to access and read data from both the ERP & CRM systems

The Challenge

W.B. Mason did not have one centralized place to gather and store all of the data from their customers. For example, W.B. Mason had 250 customer service agents in their call center manually taking phone calls and switching between different systems to gather client information. Due to this W.B. Mason were challenged to manage their customer service operations in a cost efficient manner which resulted in:

  • Longer wait times and response times, to get answers back to customers.
  • Company customer service representatives spending extra time and effort to get client data, knowledge, and insights.
  • Low visibility of shipments and backorders.

    W.B. Mason 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.

The Solution

Along with Dynamics 365 for Customer Engagement, W.B. Mason also chose Flintfox to implement three additional ISV solutions:

  1. Live Assist for Dynamics 365
  2. Telephony - QGate Intelli CTI
  3. Unified Service Desk (USD)

These solutions provided the following benefits:

  • Convergence of various systems into one centralized network.
  • Helped streamline customer service operations and sales.
  • Increased organizational productivity and improved customer service.
  • Happy satisfied customers, and much more likely to stay loyal.
  • Ability to create meaningful, personalized customer experiences to improve sales growth.

Expected Results

The estimated immediate ROI for W.B. Mason is around the Dynamics 365 for Customer Engagement solution as the initial deployments are focused on the Inside Sales and Customer Service areas, which are no longer manually processed via multiple disparate systems. By having a single source of truth where client data is displayed, the Customer Service Representative (CSR) can log into the system to see client details, track shipped items, and view backorders extremely quickly.

Enabling this functionality will greatly improve the customer journey. W.B. Mason’s objective is to ensure their clients are satisfied with their products and the services provided by the sales, delivery, installation, and other components of the purchasing process, all of which Dynamics 365 for Customer Engagement will enable them to achieve.

5 stars
“Flintfox’s experience in the distribution industry proved to be invaluable. Their implementation of Dynamics 365 Customer Engagement truly enabled us to greatly improve the way we service our customers.”

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