Scribe

Malibu Boats Speeds Up Order Processing and Wins Dealer Satisfaction with Integrated CRM and ERP Systems

Malibu Boats is a leading designer, manufacturer and marketer of performance sport boats, with the #1 market share position in the United States since 2010. The Company has two brands of high performance sport boats, Malibu and Axis Wake Research (Axis). Since inception in 1982, the Company has been a consistent innovator in the powerboat industry, designing products that appeal to an expanding range of recreational boaters and water sports enthusiasts whose passion for boating and water sports is a key aspect of their lifestyle.

THE CHALLENGE: STREAMLINE ORDER PROCESSING TO ALLOW THE COMPANY TO GROW

One of the ways Malibu Boats sets itself apart from other boat manufacturers is to offer highly-customized products: “Our product is very flexible and complex,” explains Greg Ward, Vice President of Information Systems for Malibu Boats. “In the sales process, customers sit down with the dealer and choose between many options to get exactly the boat they want. That means there are a lot of variables that can make each order quite complex.” When considering all the components, the colors, the accessories, and all the boat frames that customers can choose from, there are approximately 50-million different combinations of configurations Malibu can manufacture. “I don’t think we have ever made the same boat twice,” Ward says.

To support this high level of configurability, Malibu Boats provided dealers with two separate website ordering systems (one for each major boat type sold) so that dealers could configure and submit an order. But the ordering and ERP systems were disconnected, so getting accurate product data into the website systems and getting accurate orders into the ERP system was a challenge.

The company used Microsoft Dynamics GP to generate a bill of materials (BOM), but then had to manually enter the feature set into two separate website ordering systems (one for each major product line sold) so that dealers could configure and submit an order. Similarly, when an order was submitted, someone would have to check the order to make sure that it could be configured as requested and then manually enter the order into Dynamics GP.

The manual process of moving data between Dynamics GP and the websites would sometimes lead to errors that delayed the start of fulfilling boat orders. The process also created the possibility that orders were sometimes submitted for configurations that were not available.

“It was a very tedious process, and there was a lot of back and forth with dealers and customers to make sure we had an order right,” Ward says. “As our business grew and orders increased, this started to become an issue. We wanted to grow the business, and we knew that the current systems and processes we had just weren’t going to support us in that effort.”

THE SOLUTION: SCRIBE PROVIDES VITAL DATA INTEGRATION BETWEEN CRM AND ERP

With the company’s growth continuing, Ward knew the previous system would not support the sales and manufacturing processes. He and his team hoped to identify a solution that would combine the two product-line ordering systems into one and integrate those systems directly with the bill-of-materials process in Dynamics GP.

While reviewing proposals from two Microsoft solution partners, Malibu Boats identified Microsoft Dynamics CRM as the key front-end sales component. Both solution partners also recommended Scribe’s integration platform as the ideal solution to synchronize data between Dynamics CRM and Dynamics GP.

“Based on the input from both solution providers, Scribe is hands-down the best and most efficient way to execute two-way data flows between Dynamics CRM and Dynamics GP,” Ward says. “Scribe also offers connectors to many other enterprise applications, so we now have the option to streamline data movement to other systems, such as a data warehouse, in the future.”

Having worked with a number of ETL tools in the past, Ward was not familiar with Scribe, but he quickly picked up on the benefits it delivers in connecting data between applications. “Scribe is a fully-capable data integration tool—whether users need to look up data in another system, combine data from two systems, or push data to a data warehouse,” Ward says. “Because of the flexibility Scribe offers in connecting our CRM and ERP systems, our internal teams can to do their jobs more efficiently—with access to accurate, real-time data.”

Scribe’s ease-of-use has also enabled Ward to bring more of the work to configure and maintain the data connectors in-house. “We started off relying on our Microsoft partner to handle these two tasks, but we are now doing some of the data connector work ourselves,” says Ward. “It’s fairly easy to pick up.”

THE RESULTS: ACCELERATED ORDER PROCESSING AND INCREASED SALES—WITHOUT ADDING STAFF

With Scribe transferring data back-and-forth in real time, the details of the BOM in Dynamics GP are accurately transferred to the ordering system used by the dealers, and orders are automatically passed back to the scheduling system.

“With no more manual data-entry, we also experience much fewer errors,” Ward adds.

Since deploying Scribe to connect Dynamics CRM and Dynamics GP, the volume of business that Malibu Boats is conducting has increased 33%. And thanks to the efficiencies the company has gained—by integrating and flowing data automatically among sales orders, bills-of-material, and manufacturing— the number of resources needed to support those processes has not increased.

Ward estimates the time to process and fulfill sales orders has been reduced by 25% since connecting Dynamics CRM and Dynamics GRP through Scribe. The internal sales team no longer has to go back-and-forth multiple times with dealers to get orders right.

“In addition to handling orders much more efficiently, we have also accelerated the process for when we start to build boats,” Shaw says. “In some cases, we are starting a week earlier than we used to. That means orders complete and ship earlier, and the invoice and payment process also occurs earlier.”

The sales order process is also proving beneficial to the Malibu dealer network. As configuration data is updated in Dynamics GP, Scribe automatically transfers it to Dynamics CRM. From there, the data is pushed to the dealer portals. By working with accurate, up-to-date boat configuration information, dealers work more efficiently with customers, and that helps them close more deals.

“Whether it’s our dealers or someone on one of our internal teams—sales, accounting, customer service and production—we all benefit from having immediate access to more information,” Ward says. “As data flows between our CRM and ERP systems, we always know the latest pricing, configuration and warranty information. That makes it easier for us to work with our dealers and for our dealers to work with their customers.”

Atdec Integrating Magento eCommerce with CRM and ERP to generate accurate, real-time visibility

With customer and sales order information originating across isolated ERP, CRM and eCommerce systems, Atdec wanted to deploy a solution to ensure the latest information from each system would flow automatically into the other two. The business required immediate visibility into orders so sales and service staff could assist customers more efficiently. Furthermore, by automatically uploading customer contact details and marketing preferences into CRM, Atdec knew it could also expect to manage marketing campaigns more effectively.

EXPOSING WEB SERVICES STREAMLINES DEVELOPMENT AND SYSTEM ADMINISTRATION

To solve the challenge, Atdec collaborated with its software solution and service provider, IQubz, which deployed the Scribe Insight integration solution. Scribe Insight exposes underlying Web services within applications to eliminate the need for custom coding when mapping data from one system to another. Developers can be more productive, and system administrators can complete maintenance tasks much faster. Scribe Insight also reduces the amount of necessary development work when Atdec needs to upgrade its CRM, ERP, and eCommerce systems.

CONTINUOUS DATA INTEGRATION AMONG THREE MISSION-CRITICAL SYSTEMS

Data from all three critical systems—Magento® Enterprise (eCommerce), Microsoft Dynamics® CRM and MYOB® EXO (ERP)—now integrates automatically so Atdec can effortlessly share information across the application infrastructure. In addition to keeping the entire company informed on customer, quote, and order activity, the connections continuously sync product,stock-level inventory, and pricing—which are maintained in MYOB EXO—with Microsoft Dynamics CRM and Magento Enterprise. This ensures all personnel can present the latest information to customers, dealers, and salespeople at
all times.

CHALLENGE: CREATE ENTERPRISE-WIDE VISIBILITY

  • Improve customer interactions by providing sales and service with real-time access to data originating in isolated eCommerce, ERP, and CRM systems.
  • Integrate all enterprise-wide data so all customer and order updates flow automatically among CRM, ERP, and eCommerce systems.
  • Upload customer, quote, and sales order data automatically into CRM to help analyze marketing campaign effectiveness.
  • Identify an integration tool that minimizes development and system admin resource time.

SOLUTION: SCRIBE INSIGHT INTEGRATES MULTIPLE SYSTEMS

  • Exchanges Dynamics CRM, Magento Enterprise and MYOB EXO (ERP) data automatically.
  • Streamlines development and data-mapping customizations.
  • Provides message queuing and multi-threaded messaging.
  • Enables integrations between both customer and dealer sales-order systems without significant customization to Magento.
  • Facilitates master data management by consolidating account, customer, product, inventory, pricing, quantity, quote, sales order, invoice, and payment information.

RESULTS: REAL-TIME VISIBILITY INTO CUSTOMER ACTIVITY 

  • Provides customers, dealers, and salespeople with accurate, up-to-the-minute product, pricing, and availability information.
  • Creates consistent visibility into information from three systems in real-time to prevent duplicate, error-prone data entry.
  • Facilitates unified marketing campaigns by consolidating customer contacts and marketing preferences into the CRM system.
  • Enables seamless and automated order entry into the ERP system.
  • Processes website orders consistently without disrupting business processes.

Cognex Corporation – Real-time Sales Pipeline Views Help Cognex Analyze Sales Activity Effectiveness

Cognex Corporation wanted to give their sales force greater reporting capabilities so sales representatives and their managers could better assess sales results, facilitate the closing of additional business, and improve the overall efficiency of the sales team. To achieve this mission, Cognex needed to consolidate Microsoft Excel data and data from an Oracle® ERP platform into a CRM platform. Doing so would allow the sales team to access the required information without logging into the ERP platform.

SCRIBE INSIGHT ENABLES FAST INTEGRATION OF CRM, ERP, AND SPREADSHEET DATA

After deploying the Microsoft Dynamics® CRM platform, Cognex turned to Scribe Insight as the key integration component. Because Scribe came highly recommended by Edgewater Technology, a trusted Microsoft solution provider and Scribe Elite Partner, Cognex did not consider any other alternative. Scribe Insight made it easy for Cognex to automatically transfer information from Oracle and Microsoft Excel into Microsoft Dynamics CRM in real time. Cognex can now integrate data quickly whenever the need arises for the sales and marketing teams to manipulate data in a particular way or to create complex records.

INCREASED FORECAST ACCURACY HELPS SALES TEAM STAY ON TARGET

Cognex has reduced the required time to integrate team records in Microsoft Dynamics™ CRM with information in Microsoft Excel by as much as 97%. Scribe assists by providing multiple users with access to the same records while also helping maintain security so that only the right people can see restricted information. Sales can now predict closed business more accurately, which is critical given the long sales cycles Cognex contends with. Sales managers can also better identify the strengths of the sales team, and determine when reps are falling behind in their sales efforts need to change their activities.

CHALLENGE: ENHANCE SALES ANALYSIS CAPABILITY

  • Provide sales with access to customer and order information without granting access to the corporate ERP platform.
  • Enhance sales team ability to generate reports that compare sales results to forecasts.
  • Import Microsoft Excel data into CRM platform to enhance data-modification capabilities.
  • Upload ERP data automatically into CRM system to keep sales informed of customer activity.

SOLUTION: SCRIBE INSIGHT AND MICROSOFT DYNAMICS™ CRM

  • Integrates easily with Microsoft Excel and Oracle® ERP solution.
  • Enables non-technical, internal resources to easily create new integrations.
  • Synchronizes data between CRM (predicted results) and ERP (actual results) systems.
  • Offers increased flexibility in the types of reports sales can generate.
  • Provides flexibility to integrate additional internal apps (website and e-mail campaigns) that funnel leads into the CRM platform.
  • Offers flexibility for individual sales reps to modify their own reports.

RESULTS: IMPROVED SALES PERFORMANCE ASSESSMENTS

  • Ensures all leads generated by marketing transfer to the sales team.
  • Provides sales with real-time access to leads through single source of information.
  • Helps sales compare forecasted activity to final results.
  • Assists with closing on business requiring long sales cycles.
  • Helps identify when sales activities need to be modified.
  • Provides accurate sales results back to marketing team for campaign evaluation.

Blendtec – Manufacturer Blendtec Improves Order and Warranty Processes with Scribe

As Blendtec experienced rapid growth, the company deployed Microsoft Dynamics AX and Microsoft Dynamics CRM Online to gain more robust ERP capabilities and enhance customer interactions. At the same time, Blendtec wanted to improve operational efficiencies and access to data by integrating the two platforms. Achieving this objective would allow personnel across the entire organization to access real-time information from just one application rather than bouncing back-and-forth between systems.

SCRIBE CONNECTORS ENABLE INFORMATION TO EASILY FLOW ACROSS MULTIPLE SYSTEMS

To solve the integration challenge, Blendtec turned to Scribe Insight. With pre-built connectors that make it easy to exchange data between Dynamics AX and Dynamics CRM Online, Scribe allows the Blendtec sales, marketing and customer service teams to keep working in Dynamics CRM Online when they need to access operational data in Dynamics AX—including product, serial number and customer order information. This makes it much easier to provide both retail customers and end-user consumers with immediate information.

The accounting team and other personnel such as shipping, production and purchasing— who primarily work in Dynamics AX—also have instant access to real-time information on customers and new accounts imported by Scribe from Dynamics CRM Online. Scribe connectors also stage the ERP and CRM data so that it flows more easily into the Microsoft Power BI business intelligence platform. From there, senior management can view reports that help them analyze KPIs and make informed decisions on how to best run the company.

INTEGRATIONS ENABLE DATA-DRIVEN DECISION-MAKING

In addition to deploying Scribe for integration between Dynamics AX and Dynamics CRM Online, and to stage data for Power BI, Blendtec also relies on Scribe to pull information from the company website into Dynamics CRM Online. The data integrations across all of these systems generate several key results.
For example, product warranties and returns are now tracked more accurately so that Blendtec provides warranty services and grants return credits only when products properly qualify. And with more real-time visibility into the status of inventory and orders—including orders submitted to the company website—the sales and service teams can now respond more quickly to customer inquiries. With Scribe enabling website order information to flow automatically into Dynamics CRM Online, Blendtec can also more quickly identify fraudulent orders as well as legitimate orders with incomplete information.

By integrating data across multiple systems, Scribe has in effect helped integrate Blendtec at an organization level—eliminating processes that are inefficient due to a lack of information. Personnel across the entire organization can now access more complete information on customers and products so the company as a whole can provide a higher level of service and keep operations functioning more efficiently.

Blendtec has set the stage to gain additional operational efficiencies because it can also use Scribe to bring data from different systems into Microsoft Power BI, its business intelligence solution, and deliver a more accurate measurement of Blendtec’s key performance indicators (KPIs). As a result of enhancing the overall flow of data across the company, Blendtec has begun its journey towards becoming a data-driven business for making decisions—where many more people throughout the organization can gain easy access to real-time, accurate information.

CHALLENGE: REDUCE WARRANTY AND SERVICE COSTS BY IMPROVING INFORMATION ACCURACY BETWEEN THE ERP AND CRM SYSTEMS

  • Lack of integration between the CRM and ERP systems made it difficult for service teams to know the warranty periods for certain customers, leading to higher warranty/service costs.
  • Service team had to look in multiple systems to process a single warranty request—using the ERP system to facilitate a replacement order and using the CRM system to enter notes. This was inconvenient and information quickly became out-of-date.
  • The Goal: Provide service and sales teams—which used the CRM system—with product, purchase, warranty, and other data stored in the ERP and other systems.

SOLUTION: SCRIBE INSIGHT CONNECTS CRM, ERP AND OTHER BUSINESS SYSTEMS

  • Scribe’s robust Dynamics CRM Online and Dynamics AX connectors provide real-time data synchronization between the cloud and on-premises applications.
  • Scribe’s Web Services connection links website orders with the ERP and CRM systems.
  • Warranty information (including serial numbers and order information, such as shipment tracking numbers), which was previously available in the ERP system, is made available in the CRM system for the Service team to access.
  • Scribe’s replication services pushes data into Microsoft Power BI to generate sales reports and inventory aging reports.

RESULTS: LOWER WARRANTY COSTS, BETTER CUSTOMER SERVICE AND MORE ACCURATE SALES AND INVENTORY METRICS

  • Warranty costs have dropped because Blendtec is no longer providing free warranty services due to a lack of warranty or product information.
  • The time to close customer service cases dropped dramatically because customer service agents can now handle customer inquiries without the need for additional research.
  • Customers receive information on shipments and orders in real time—an important step toward creating a portal for customer self-service.
  • KPI and operational reports from Power BI help Sales get a more accurate picture of gross and net sales (with returns taken into account) and enable the shipping department to get a real-time view of inventory.

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.

Konica Minolta – Improving Business Decision-Making by Consolidating CRM in Europe & Asia

After M&A activity expanded the Konica Minolta European and Asian presence across 30+ countries, the company decided to consolidate customer and reseller-channel CRM systems into a single platform. Previously, CRM systems were hosted, maintained and customized individually by each country. But the company wanted to centralize and standardize CRM to give senior management the ability to compile business performance reports and sales forecasts  while allowing sales to access real-time customer information. Konica Minolta wanted to then integrate CRM with the ERP system utilized in each country.

CONSOLIDATING BUSINESS ACTIVITY INTO ONE PLATFORM

Relying on the expertise of systems integrator Avanade, Konica Minolta consolidated all CRM systems into a single solution—Microsoft Dynamics® CRM. Avanade also connected the platform to each country’s ERP system—which included a combination of Microsoft Dynamics® NAV and SAP®. When it came to the critical, bi-directional integration component between the CRM and ERP systems, Avanade recommended Scribe, which automatically transfers data between Dynamics CRM and both ERP solutions, as well as any other thirdparty information systems Konica Minolta might integrate in the future.

ACCURATE, REAL-TIME INFORMATION FACILITATES BUSINESS ACTIVITY

Scribe now handles more than 350,000 data transactions per day while exporting CRM business data on a daily basis to different targets: FTP servers, email accounts, network shares, and Web services. With this processing power, Konica Minolta can analyze business results and generate forecasts for Europe and Asia in real time, while sales teams can immediately access accurate account status information.

SOLUTION: SCRIBE UNIFIES CRM AND ERP

  • Meets in-country requirements and adheres to corporate policies so data can be compiled in a single unified system—Microsoft Dynamics® CRM.
  • Converts prospects into customers without creating duplicate entries.
  • Facilitates management of product compatibility, bundling, and pricing through imports that externally allocate source files.
  • Publishes aggregated CRM data to reseller channel portals and allows resellers to query the database.
  • Processes scheduled file imports/exports into CRM in different formats, e.g. CSV, XML.

RESULTS: INSTANT ACCESS TO PERFORMANCE DATA

  • Gives sales team immediate access to customer and product order data—without communicating with personnel from other departments.
  • Provides senior management in Europe and Asia, as well as corporate headquarters in Japan, with business-performance analysis in real time.
  • Allows direct sales teams and reseller partners to generate quotes with greater accuracy through automatic product catalog updates.
  • Documents sales processes with real-time information by uploading sales orders from ERP system into CRM system and linking customer, sales order, and quote records.

 

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.

Texas Rangers – Improving Sales and Marketing Processes by Integrating CRM with Customer Data Sources

To continue thriving among the many Texas sports teams competing for fan market share, the Texas Rangers launched an effort to improve the efficiencies of its targeted marketing and sales campaigns. Senior management realized success depended heavily on integrating an advanced customer relationship management platform with external customer and prospect data sources.

INTEGRATING TICKET-BUYING HISTORY AND CUSTOMER DEMOGRAPHICS WITH CRM

The Texas Rangers deployed Microsoft Dynamics® CRM by collaborating with Scribe partner, Hitachi Solutions. Hitachi Solutions then utilized Scribe Insight to pull information into the CRM database from ticket and demographic data sources. All the information that sales and marketing requires now automatically flows into Microsoft Dynamics® CRM.

IMMEDIATE INFORMATION-ACCESS STREAMLINES SALES AND MARKETING PROCESSES

When management creates new marketing campaigns for ticket packages and stadium suites that sales then implements, corporate/ individual geographic and demographic information as well as ticket-buying history are immediately available. Gaining this capability enables the sales and marketing teams to improve process efficiencies, which accelerates the sales process and increases ticket sales.

CHALLENGE: STREAMLINE SALES PROCESSES

  • Previous CRM solution and no integration with data sources forced sales reps to manually manage multiple marketing campaign spreadsheets.
  • Sales could not easily collect information to pinpoint key customers, industry segments, and geographies for specific ticket and corporate suite packages.
  • The organization needed to go beyond core CRM capabilities by augmenting customer data with ticket and demographic information from other sources.

SOLUTION: SCRIBE AND MICROSOFT DYNAMICS® CRM

  • Leverages Scribe Insight to integrate Microsoft Dynamics® CRM 2011 with ticketing system and customer demographic information.
  • Downloads unique customer data and ticket purchase history automatically.
  • Merges Microsoft Dynamics® CRM and ticket data with key demographics such as income, job type, family size, age, and hobbies.
  • Recognizes existing customers vs. new customers.
  • Generates accurate and timely data with no manual intervention.
  • Allows sales reps and management to access all information from one system rather than searching multiple systems and spreadsheets.

RESULTS: SALES EFFICIENCY BOOSTS TICKET SALES

  • Increases revenues through improved sales efficiency that accelerates sales cycles.
  • Helps sales reps know instantly who to call, when, and why for each campaign.
  • Helps management understand buying tendencies of different geographies and industries to create more effective marketing campaigns.
  • Eliminates manual data entry errors and duplicate data entries.
  • Stores easily-accessible information so sales processes flow more efficiently.

Tata Technologies – Scribe’s Pre-built Integration Solutions Streamline SAP® , Dynamics® CRM and Custom App Integration

When planning to migrate from a custom CRM platform to Microsoft Dynamics® CRM, Tata Technologies also needed to identify a solution to extract and transfer data from its SAP® ERP platform and other enterprise applications into the new platform. To reduce the workload of internal IT resources, Tata hoped to identify a solution with pre-built data integration plug-ins that automatically transfer all the required data.

EASY DATA INTEGRATION MAXIMIZES INTERNAL RESOURCE EFFICIENCY

Tata tested several data integration solutions and identified Scribe as the most effective tool for maximizing the efficiency of its internal IT resources. In addition to connecting Microsoft Dynamics CRM to the company’s SAP ERP platform, Scribe makes it easy to import data from Excel spreadsheets and other flat files. Tata also preferred Scribe for its flexibility to transfer data from custom enterprise applications, such as Tata’s time tracking and project management systems.

AUTOMATIC DATA EXCHANGES ENABLE GREATER BUSINESS INTELLIGENCE

By connecting Microsoft Dynamics CRM with SAP ERP so the two platforms can exchange information automatically, Tata gained several key operational capabilities. Armed with real-time customer account information that flows from SAP into Dynamics CRM, sales can interact with customers based on complete account information. And with data flowing from Dynamics CRM into SAP, management can generate business forecasts with greater accuracy. Information from SAP HR, SAP FI and SAP PS master data are also shared with other applications through Scribe—with data processed per each application’s requirements and by transferring delta changes. This allows Tata to ensure all applications contain the same data as SAP. Looking ahead, Tata plans to share real-time two-way data between SAP and all other applications.

CHALLENGE: IMPROVE BUSINESS INTELLIGENCE THROUGH ENHANCED DATA INTEGRATION

  • Migrate customer relationship management to new platform.
  • Enhance data connections between CRM and ERP to improve access to business intelligence.
  • Enable links between CRM and other key operational applications.
  • Create automatic data flows among all enterprise systems.

SOLUTION: SCRIBE AND MICROSOFT DYNAMICS® CRM

  • Enables easy creation of data maps connecting SAP ERP to Microsoft Dynamics CRM.
  • Provides pre-built plug-ins that streamline creation of automatic data flows.
  • Allows Microsoft Dynamics CRM to exchange data with other enterprise apps.

RESULTS: ACCESS TO ACCURATE, REAL-TIME INFORMATION

  • Provides sales with accurate, up-to-date customer account information flowing from ERP platform.
  • Helps management generate business forecasts with real-time information generated by CRM platform.
  • Keeps all departments informed on customer activity by connecting data from multiple systems.
  • Improves business-process efficiency by linking all key enterprise applications.
  • Offers possible solution for future workflow engine to import web site data into CRM and ERP systems.

CCAP – Consolidation Helps Law Officials Process Cases More Efficiently

In the late 1980s, and on behalf of the counties of Pennsylvania, CCAP worked with the Pennsylvania Commission on Crime and Delinquency to manage several grants that allowed for the development of three separate law-offender case management systems for county departments. Under this arrangement, identical information on the same offenders often existed in all three databases— Adult Probation, Jail, and District Attorneys. While it was an improvement to have this data available through technology, many law officials did not have access to all three systems and sometimes had to contact other departments for information. County personnel were also required to manually re-key data as they received it from other systems.

SIMPLIFYING DATA ACCESS

To resolve the situation, CCAP searched for an efficient method to bring all law offender data together into one system. By building such a system, CCAP hoped to eliminate manual paperwork while also simplifying data access and lowering the burden of departments having to help each other.

EASY DATA MAPPING

After identifying Microsoft Dynamics® CRM as the system for consolidating the offender information, CCAP then turned to Scribe as the solution for importing the data from the case management databases. The CCAP staff quickly discovered how easy it is to use Scribe for linking data elements from the various databases to Microsoft Dynamics CRM. Users see field names they are accustomed to when mapping the data, which makes the process run more smoothly.

CHALLENGE: ISOLATED DATABASES AND MANUAL DATA ENTRY

  • Consolidate law offender information stored across three isolated databases.
  • Eliminate data errors caused by manual input.
  • Present all offender information in one place to streamline case management decision-making.

SOLUTION: SCRIBE AND MICROSOFT DYNAMICS® CRM

  • Creates centralized case management repository of all law-offender information.
  • Provides easy access to information for law officials and offenders through an online portal.
  • Simplifies creation of new data maps by using field titles familiar to end-users.
  • Automates receipt of court data received through the Internet.

RESULTS: IMPROVED DECISION- MAKING AND REDUCED ERRORS

  • Enables better decision-making by ensuring law officials have access to all offender information.
  • Lowers cost of data mapping when new federal and state regulations require new information.
  • Saves hours of data input by automatically receiving court data.
  • Reduces data errors since individuals no longer re-key information manually.
  • Allows offenders to input data into portal and automatically uploads the data into the case management system.

Oklahoma City Thunder – Scribe Helps Pro Basketball Team Start Sell-out Streak and Then Increase Fan Excitement

For the first two years after the Oklahoma City Thunder began operations in 2008, they sought ways  to improve the business. The team turned to Microsoft Dynamics® CRM to help increase ticket sales and improve fan experiences. Leveraging Dynamics® CRM to its fullest extent required integrating  the system with other key data sources such as the ticketing system and fan demographics.

IMPROVED CRM CAPABILITIES CONTRIBUTE TO SELL-OUT STREAK

Hitachi Solutions, which assisted the Thunder with the Dynamics® CRM deployment, recommended Scribe Insight to integrate all of the team’s key data sources. By enabling the organization to create targeted marketing campaigns from the fan and ticket data complied in Dynamics® CRM, Scribe played a key role in helping the Thunder start a sell-out streak that’s now at 100+ games and counting. The team also generated enough interest that 4,000+ fans are now on a waiting list for season tickets.

UNDERSTANDING FAN BEHAVIOR HELPS IMPROVE HOME-COURT ADVANTAGE

The Thunder also leverages Dynamics® CRM with data collected by Scribe from other sources to focus on enhancing fan relationships. This includes marketing campaigns to increase television audiences, grow merchandise sales, and build fan excitement during games to increase the team’s home-court advantage.

CHALLENGE: UNDERSTANDING FAN PREFERENCES

  • Increase amount of discretionary income spent by fans during home games by understanding why they come to the stadium.
  • Generate real-time fan information to help create ticket, television, merchandise, and concession marketing campaigns.
  • Integrate process for storing and accessing information so sales and marketing can consistently leverage information to improve fan relationships.

SOLUTION: SCRIBE INSIGHT AND MICROSOFT DYNAMICS® CRM

  • Dynamics® CRM provides central repository for all customer data.
  • Scribe Insight integrates Dynamics® CRM with key data sources—ticket sales, attendance, and fan profiling.
  • All fan and ticket-buying information now resides in central database with hundreds of data fields to create wide range of fan segments for targeted marketing campaigns.
  • Stores all attendance, financial, ticket order and ticket history data in one database that generates accurate, real-time KPI reports.

RESULTS: SELL-OUT STREAK SURPASSES 100 GAMES

  • Helps the franchise continue on-going streak of consecutive sell-outs that has surpassed 100 games.
  • Improves ability to tailor in-stadium marketing campaigns based on fan preferences, which improves overall fan experiences.
  • Facilitates raising fan excitement levels during games to enhance the team’s home-court advantage over its opponents.
  • Provides marketing data that helps team increase brand-promoter-rating with a Net Promoter Score of 91.2—the top rating among all NBA teams two years in a row.
  • Enables marketing to automatically upload fan and ticket data into marketing automation tool to increase overall efficiency of marketing workflows.

Voice & Data – Microsoft Dynamics CRM and Dynamics GP

As the premier telecommunications company in its region, Voice & Data Networks has built a large and growing family of customers across the Midwest.

To provide detailed, real-time information to sales and service staff, Voice & Data Networks needed to integrate its Microsoft Dynamics CRM solution with Dynamics GP. Finding the integration tools available from Microsoft unable to meet the full extent of the company’s requirements, Voice & Data Networks turned to its software consulting and implementation partner, InterDyn Business Microvar, which recommended Scribe Insight.

“Integrating our CRM and accounting systems was critical so that our sales and service staff have complete account and product information at their fingertips,” says Bob Prayfrock, Director of IT/Operations at Voice & Data Networks. “By integrating Dynamics CRM and Dynamics GP with Scribe Insight, the effectiveness of our sales staff has gone up significantly, and we can process orders 80 percent faster than the old manual approach. In addition,  our accounting staff can handle the workload more efficiently—allowing increased order volume without increased overhead. So we can keep our customers happy while driving higher revenues and profits.”

By providing real-time, bidirectional integration between Dynamics CRM and Dynamics GP, Scribe Insight enables the staff at Voice & Data Networks to immediately determine if the desired product and quantity is available, locate the point of origination—whether in stock or through a partner—and even see the customer’s credit information, all in a single interface.

“One of the major challenges we faced was having multiple warehouses that we set up in Dynamics GP,” explains Prayfrock. “Support for more than one warehouse is not a standard feature in Dynamics CRM. But by using Scribe Insight, we were able to provide our sales people with a view into all our warehouses. The sales person can just type in a key word or two to get an exact count by location in seconds. It’s amazing.”

SIMPLIFYING A COMPLEX MIGRATION

For the integration between Dynamics CRM and Dynamics GP to be successful, Voice & Data Networks had to first migrate information from its previous contact manager, Siebel Front Office, to Dynamics CRM and then reconcile any duplicate or inconsistent records. With 25,000 contacts and 18,000 accounts, this was no small task, yet Scribe Insight enabled Voice & Data to complete the migration quickly and easily.

We thought the migration was going to be a huge hurdle,” recalls Prayfrock. “As it turned out, with Scribe Insight, the entire migration went incredibly smoothly. Even chronological activities and notes—things we were told for years would be impossible to get— came over. Because Scribe Insight provides a template for Siebel Front Office, most of the work was already done for us. We were able to get all the data from Siebel into the right place in Dynamics CRM without a problem. And that meant we could move ahead with the integration without delay.”

SERVING CUSTOMERS MORE EFFECTIVELY WITH INTEGRATED INFORMATION

As with the migration, Voice & Data Networks completed the integration between Dynamics CRM and Dynamics GP smoothly, thanks to the Scribe Adapter for Microsoft Dynamics GP. While partner InterDyn Business Microvar took on the lion’s share of the integration work, Prayfrock and his team also used Scribe Insight to address the nuances required to meet the company’s unique integration requirements.

“Scribe Insight had most of the integration capabilities we needed built in,” says Prayfrock. “But it also had the flexibility so we could make a few modifications without causing any problems.

What’s great about Scribe Insight is we didn’t need anyone to come in and write source code to handle special requirements. We could do everything right from within the tool, which saved us a lot of time and money, and dramatically reduced the risk we would have faced with a customized integration.”

It’s natural that throughout the integration, Voice & Data would face some unforeseen issues. But at each turn, Scribe Insight continued to stand up to the challenges.

“At no time did I ever doubt our success using Scribe Insight,” affirms Prayfrock. “We considered other tools on the market, like BizTalk, but none of the vendors expressed any certainty in their abilities to do this integration. Only Scribe Software came in with genuine confidence that they could do it—there was no question at all. And they lived up to their promises. The integration operates perfectly, so our sales and service staff have the customer information they need right at their fingertips. That’s why we did the integration in the first place, because this information is essential for serving the needs of our customers and providing them with a great experience every time they contact us.”

ENVIRONMENT

  • Microsoft Dynamics CRM
  • Microsoft Dynamics GP

CHALLENGE

  • Providing salespeople with real-time access to data – from inventory to credit history

SOLUTION

  • Scribe Insight
  • Scribe Adapter for Dynamics GP
  • Scribe Adapter for Dynamics CRM

BENEFITS

  • Everybody serving customers better
  • Everybody having the information they need right at their fingertips
  • Everybody processing orders faster
  • Everybody working as one

 

Scribe Helps Utility Firm Share More Information Among Enterprise Apps

As Connexus Energy prepared to transition its ERP platform from Oracle® to Microsoft Dynamics® GP, the company faced a key challenge: training IT to maintain and support a SQL ERP database. To ease the transition, Connexus wanted to identify a data integration solution to streamline the process for mapping data flowing into Microsoft Dynamics® GP from several enterprise applications that help the company manage its overall operations.

EASE-OF-USE ESTABLISHES SCRIBE AS TOP ALTERNATIVE

After considering multiple solutions, Connexus selected Scribe as the key data integration component—not only for smoothly transferring data into Microsoft Dynamics® GP, but also to serve as the data link among all enterprise applications. Scribe separated itself from the alternatives by offering the most user-friendly and easy-to-learn solution for quickly mapping data fields among multiple applications.

ALL KEY ENTERPRISE APPS NOW SHARE DATA

Scribe enables Connexus to easily connect all key enterprise systems. In addition to Microsoft Dynamics® GP, these include a Schneider Electric geographical information system (GIS), an Advanced Information System CRM solution, Cogsdale work management, ADP time entry, and a utility outage-management system—as well as customer data from website forms. Scribe allows Connexus to quickly set up simultaneous two way data transfers among all of its applications.

CHALLENGE: ENHANCE SALES ANALYSIS CAPABILITY

  • Migrate company’s ERP system from Oracle® to Microsoft Dynamics® GP.
  • Connect Microsoft Dynamics® GP to all key operations systems.
  • Establish two-way data flows among all critical enterprise applications.

SOLUTION: SCRIBE AND MICROSOFT DYNAMICS® GP

  • Enables all key operational data to flow into new ERP platform from other enterprise apps.
  • Helps IT transition to managing SQL ERP database by providing an easy way to create data mappings.
  • Reduces amount of time generating data maps so more time can be spent fine-tuning custom reports.

RESULTS: ELIMINATES DESIGN REKEYING AND DELIVERS MORE REAL-TIME DATA TO FIELD CREWS

  • Eliminates the need to enter and maintain 128,000 customer data records in two separate systems by synchronizing all customer records.
  • Improves resource efficiency by providing additional real-time information to field work crews servicing customers.
  • Streamlines data consolidation so company can more easily generate KPI reports.
  • Generates new reporting requests from business groups that realize the greater breadth and depth of information that is available with all critical enterprise apps now connected.

 

The Apple Gold Group Realizes Over $100,000 Per Year Savings with the Help of Scribe Insight

The Apple Gold Group was founded in 1984, and currently operates more than 70 Applebee’s Neighborhood Grill and Bar restaurants in North Carolina, Oklahoma and Arkansas.

A year ago Apple Gold’s new employee and payroll processes were time consuming and expensive. With over 4,000 employees at any given time working different jobs and shifts, Apple Gold’s Payroll Manager, Angelia Parrish, was dealing with a lot of data. The W-2 and per paycheck processing costs of their third-party payroll provider were expensive, and the turnover typical of the restaurant industry meant that a significant amount of new hire data had to be double-keyed; both at the restaurant and headquarters locations.

Angelia and her team knew they needed to reduce costs, but with the amount of employee and time tracking data their business managed, their search for a more cost-effective payroll solution had to involve an efficient data integration strategy.

The Apple Gold payroll process involved collecting individual files containing time clock data from their 72 Applebee’s locations and individually emailing those files on a bi-weekly basis to their third party payroll provider. This process was not only labor intensive, but the use of a 3rd party payroll provider involved significant W-2 and per paycheck processing fees. In addition, because Apple Gold hires some 300 employees every two weeks, they were dealing with a significant amount of new hire data. This data was entered into the point-of-sale system at the 72 restaurant locations and then re-keyed into the accounting system at Apple Gold headquarters.

REDUCING COSTS AND INCREASING EFFICIENCY

Angelia and the Apple Gold team set out to reduce cost by bringing their payroll processing in-house and finding a more efficient way to deal with all the manual data preparation and movement that was occurring. As they looked at various accounting and enterprise resource planning (ERP) applications with payroll functionality, a key selection criterion was the existence of an integration tool that would reduce the time and errors involved in managing employee and time clock data. As they compared various accounting/ERP possibilities and narrowed the field to Microsoft Dynamics GP, they included the following conclusion in their analysis report:

One of the advantages of the Microsoft Dynamics GP offering is a product called Scribe Insight. This product will allow us to import new hires from the files created at the restaurants into the payroll program. Scribe Insight will look at the current employee list and compare that to the files that come each night from the restaurants. Scribe will add any employees not currently in the payroll program. Since approximately 50% of additional labor requests are related to new hires, we feel Scribe will be a powerful tool in helping reduce costs. This product will also convert the time clock records from the restaurant into a usable pay file to import into Microsoft Dynamics GP.

In reviewing a competing accounting/ERP package, the vendor told Angelia that their solution to data integration involved custom development that would need to be modified as Apple Gold’s business processes changed.

Angelia wanted a solution that her team and a local Dynamics GP team could manage and modify as needed, without reliance on third party developers. Angelia chose Dynamics GP implemented by Massey Consulting of Raleigh, NC.

“The decision to purchase Microsoft Dynamics GP and use their payroll module was heavily influenced by the availability of Scribe Insight and the capabilities it provides for migrating and integrating data with GP,” concludes Angelia. “In addition, Scribe has reduced manual data entry which has translated into savings of time and money. Scribe Insight has been flexible and reliable.

The savings to Apple Gold from using Scribe and Microsoft Dynamics GP are clear and measurable:

  • The previous $1.67 per paycheck processing fees on 3 – 4,000 paychecks translates into over $10,000 per month in savings.
  • The previous $2.50 per W-2 processing fees on 4,000+ employees per year saves over $10,000 per year.
  • Import of restaurant new employee and time clock data takes less than 30 minutes every two weeks as opposed to 8 – 10 hours that was previously spent re-keying.
  • Off cycle checks required have dropped significantly now that new hire data is integrated from the point of sale systems to the new payroll application.
  • This saves Angelia’s department several hours each week.

ENVIRONMENT

  • Microsoft Dynamics GP

CHALLENGE

  • Purchase a new ERP system that could integrate employee and payroll data to dramatically reduce the amount of time spent re-keying the information.

SOLUTION

  • Scribe Insight Scribe Adapter for Dynamics GP

BENEFITS

  • The savings on processing fees translates into over $10,000 per month
  • Time saved using Dynamics GP and Scribe for integration is approximately 234 hours per year
  • Other labor intensive processes have been dramatically improved
  • The Apple Gold Group now works much more efficiently