Ulrich Medical MedTech CRM Case Study Sales & Technical Service
As a manufacturer of medical devices, ulrich medical has further digitalized sales and technical service with Dynamics 365 CE. Together, we automated service processes, improved field service workflows, and consolidated CRM data centrally. As a result, structured processes, greater transparency, and more efficient collaboration between departments are key project outcomes.
Process Optimization in
Service & Sales
Highlights include digital service reports, optimized lead management, Power BI integration, and CRM-based complaint management. As a result, our partnership strengthens ulrich medical’s position as an innovative company in the medical technology industry.
Challenges Before the Project
1. Fragmented Processes
Sales and service were hampered by isolated workflows and a lack of CRM-ERP integration. As a result, manual intervention led to lost time, and customer data was difficult to manage.
2. Lack of Automation
Service reports and visit planning were labor-intensive. There was no central solution for sales opportunities, customer feedback, and service activities.
3. Complex Requirements
Complaint processes ran through many interfaces, making efficiency and compliance with legal requirements more difficult.
Solution & Implementation
With Dynamics 365 Field Service, service reports could be created automatically and edited on-site via app. Through an interface, orders were transferred directly to the ERP system, which accelerated invoicing.
In sales and marketing, new features such as the classification of Key Opinion Leaders (KOL) and optimized pricing sharpened transparency and market alignment. A revised lead management process made it easier to qualify potential customers, supported by Power BI dashboards for better insights into the sales process.
In addition, our add-on VisitPLUS optimized visit planning and reporting in the field, while centralized complaint management within the CRM met legal requirements and simplified processes.
Conclusion
Together, sales and service processes were consistently digitalized. Field service and sales now work on a shared CRM platform, while automated workflows reduce administrative effort. Overall, the solution creates a solid foundation for further growth and future expansion of the CRM landscape.
Latest Updates
ulrich medical is currently extending the CRM solution with Customer Insights Journeys. Marketing campaigns, so that event management and customer feedback can in future be planned and automated centrally.