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Excelsior Sport – Integrating healthcare CRM and retail ERP data enhances patient and customer experiences

Excelsior Sport faces the unique challenge of managing two vastly different business models. The business provides athletic shoes and apparel while also featuring a team of specialists (podiatrists) that offer healthcare services to patients with sports-related injuries. With the medical practice interacting with patients who also purchase products from the retail store, Excelsior Sport needed the two business components to share ERP and CRM data.

MULTIPLE SYSTEMS INCREASE DATA ENTRY AND REDUCE CUSTOMER FOCUS

Previously, Excelsior Sport relied on seven isolated software solutions to manage the various ERP and CRM components of its retail and medical operations. This approach required re-keying data multiple times, and when interacting with customers and patients, the staff was forced to consult with multiple databases. As business revenues and customer/patient activity grew, managing the different systems required too many resources and took away time spent on servicing customers and patients.

CONSOLIDATION AND SCRIBE INTEGRATION FACILITATE ERP-CRM DATA FLOW

To address the challenge, Excelsior Sport turned to systems integrator Delta-N, which recommended two Microsoft solutions— Dynamics CRM and Dynamics NAV—into which all customer and patient data and business processes could be consolidated. Delta-N also recommended Scribe Insight as the key integration component between the two systems. Data now automatically flows back-and-forth between the CRM and ERP solutions so specialists and retail staff no longer have to rekey information and have immediate access to the latest patient and customer activity.

“Our specialists can now better advise patients knowing the specific athletic gear they use, which can have a direct impact on recommended treatments.”
– Marc Gerner, Project Manager, Excelsior Sport

CHALLENGE: MULTIPLE SYSTEMS REQUIRE EXTRA WORK

  • Microsoft Dynamics CRM and Microsoft Dynamics NAV consolidate CRM and ERP data from seven isolated systems.
  • Scribe Insight transfers information between the Microsoft systems automatically.
  • Transfer of CRM data into ERP system automates invoice generation.
  • Scribe enables possible future integration with third-party insurance program to accelerate claims processing.

SOLUTION: SCRIBE INSIGHT AND CRM-ERP CONSOLIDATION

  • Microsoft Dynamics CRM and Microsoft Dynamics NAV consolidate CRM and ERP data from seven isolated systems.
  • Scribe Insight transfers information between the Microsoft systems automatically.
  • Transfer of CRM data into ERP system automates invoice generation.
  • Scribe enables possible future integration with third-party insurance program to accelerate claims processing.

RESULTS: ACCELERATED INVOICING AND ENHANCED CRM

  • Provides retail and healthcare personnel with a 360° customer view showing all business activity.
  • Processes healthcare invoices 80% faster than previous systems.
  • Gives specialists treating sports-related injuries immediate access to athletic gear purchase by patients to enhance the level of care.
  • Eliminates resource time for re-keying customer and transaction information.
  • Allows staff to manage customer relationships more effectively by providing real-time, accurate information.

West Pharmaceutical – Integrating SAP® ERP with Microsoft Dynamics® CRM Creates Unified View of Business Activity

West Pharmaceutical first deployed the Microsoft Dynamics® CRM platform to integrate customer and material master data from multiple ERP systems into a global CRM system. The next key technical challenge related to the company’s two SAP® ERP instances—one for North America and one for Europe/Asia. The systems relied on different data schemes, and West needed to ensure data from both could flow into the new CRM platform—where internal personnel could then access a harmonized view of all company activity. West also needed to tie in data from its two customer complaint systems—TrackWise® by Sparta Systems and SAP® .

COMPLEX INFRASTRUCTURE REQUIRES AUTOMATIC MAPPING

West partners with thousands of customers for whom it provides thousands of different products. With so many customers separated into hierarchical sub-accounts, connecting data between Microsoft Dynamics® CRM, SAP® ERP, and TrackWise® presented a complex integration task. West efficiently solved the challenge through Scribe and SAP Process Integration (PI). SAP PI receives data from both SAP® ERP systems and TrackWise® . Scribe connects with SAP PI and automatically maps the data to the appropriate data fields within Microsoft Dynamics® CRM.

SCRIBE SOFTWARE STREAMLINES THE DATA FLOW PROCESS

Scribe provides West with all the required integration functionality, including an interface that checks all the entities in Microsoft Dynamics® CRM and automatically connects each entity with the data from the two SAP® ERP systems. By routing the ERP data first through SAP PI, West can then leverage Scribe to map the data through one master set. Scribe immediately transferred all historical customer and product data for West and now efficiently processes 250 delta record changes on average per day, without any intervention from internal resources.

CHALLENGE: MAP VARYING DATA SCHEMES TO CRM

  • Transfer data from two SAP® ERP instances and the TrackWise® customer feedback platform into Microsoft Dynamics® CRM.
  • Create consolidated, unified views of all global customers and product information flowing from two ERP systems with different master data schemes and business processes.
  • Integrate ERP and customer feedback data within the CRM platform so internal personnel can provide services to customers armed with accurate, real-time information.

SOLUTION: SCRIBE AND SAP ® PROCESS INTEGRATION

  • Sends SAP® ERP and TrackWise® information automatically to Microsoft Dynamics® CRM data fields.
  • Sets the stage for planned two- way integration for uploading sales quote information from Microsoft Dynamics® CRM into SAP® ERP.
  • Provides blueprint design for planned integrations with different ERP vendor platforms leveraged by other company divisions.
  • Offers simplified technology that enables self-teaching among the internal staff.

RESULTS: UNIFIED VIEWS ENHANCE CUSTOMER SERVICES

  • Simplifies complex data integrations to enable fast-track deployments for connecting ERP and CRM systems with each other and any other software system.
  • Streamlines upgrades by eliminating the need for code modifications.
  • Provides real-time, unified view of information to help personnel more effectively service customers.
  • Reduces support costs by lowering dependency on outside consulting services.
  • Uploads daily updates automatically from ERP into CRM without business interruptions.
  • Streamlines future migration of Microsoft Dynamics® CRM to the cloud.

The Blood & Tissue Center of Central Texas – Scribe Provides Key Data Connections that Help Donation Processes Function Smoothly

As The Blood & Tissue Center of Central Texas deployed on-premise blood donor and online tissue donor tracking systems, the organization needed an efficient method for transferring data from the two systems into Microsoft Dynamics GP. Automatically transferring the data would eliminate the need to hire staff for manual data transfers. It would also accelerate the invoice process and eliminate the errors that inherently occur during manual data transfers.

FLEXIBILITY TO CONNECT ON-PREMISE AND ONLINE SYSTEMS TO MICROSOFT DYNAMICS GP

To take on the challenge, The Center turned to its trusted IT partner, Express Information Systems (EIS). EIS recommended leveraging Scribe Insight to connect both the blood donor tracking system and the tissue tracking system with Microsoft Dynamics GP. Featuring ease-of-deployment at a very favorable cost, Scribe Insight now operates automatically in the background. When transferring data every night, the software works so flawlessly that The Center no longer worries about the flow of data from the two donor systems.

STREAMLINED BUSINESS-PROCESS WORKFLOWS SUPPORTED BY ACCURATE DATA

With transaction data flowing automatically into Microsoft Dynamics GP, The Center can immediately generate accurate invoices for the healthcare organizations to which it provides blood and tissue donations. Management can also easily manipulate reports to analyze how well the organization is performing. In addition, the automatic flow of accurate data provides assurance to auditors that the information in Microsoft Dynamics GP is completely accurate—a valuable attribute given the heavily regulated nature of the healthcare industry.

From an operational perspective, The Center now has a smooth and reliable business workflow for all the transactions it processes every year—50,000 whole blood donations, 9,000 platelet donations, 200 tissue donations and the distribution of more than 3,000 implanted tissues. Scribe Insight also saves the organization from having to hire two full-time employees to manually transfer the data from the blood and tissue tracking systems into Microsoft Dynamics GP.

CHALLENGE: AUTOMATE DATA FLOWS INTO MICROSOFT DYNAMICS GP

  • Prevent errors that occur when manually transferring data between systems.
  • Reduce personnel costs by avoiding the need to hire personnel to manually transfer data.
  • Create automatic data flows from both on-premise and online donor tracking systems.

SOLUTION: SCRIBE INSIGHT

  • Enables easy creation of data mapping connections between systems.
  • Provides flexibility to quickly create new data mappings when adding new products and functions.
  • Automates process for data to flow into Microsoft Dynamics GP from on-premise and online
    systems—without any staff intervention.

RESULTS: HIGH-PERFORMANCE WORKSFLOWS ENHANCE ORGANIZATIONAL EFFICIENCY

  • Streamlines processing of 120K transactions per year—including 300+ daily invoices for 50+ clients.
  • Ensures 100% data accuracy in Microsoft Dynamics GP.
  • Eliminates need to hire two full-time personnel to manually input data.
  • Generates auditor confidence in the accuracy of accounting data when verifying regulation compliance.
  • Provides management with reliable reports on how the organization is performing.
  • Accelerates invoice generation.