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Customer Story : CRANE Worldwide Logistics centralised their sales platform with Microsoft Dynamics 365

Microsoft Dynamics CRM /

As it approached its 10-year anniversary and its first billion in revenue, global logistics and freight company Crane Worldwide Logistics looked for a modern platform that brought all its sales tools into one place. With the Microsoft Relationship Sales solution, which brings together LinkedIn Sales Navigator and Microsoft Dynamics 365 for Sales, its salespeople have the tools to drive more meaningful engagements with customers, convert opportunities faster, and create more revenue. Just by getting the team using the platform, we’ve seen an uplift in activity in all areas. We’ve had record growth since implementing Microsoft Relationship Sales—the last quarter was excellent for us. John Jergens: Vice President of Global Sales Crane Worldwide Logistics A global sales team From a startup created in the risky business climate of the 2008 recession, Crane Worldwide Logistics has become a major player in the global transport and logistics industry, on track to hit USD1 billion in revenue in 2019. Created by former Eagle Global Logistics executives and headquartered in Houston, Texas, Crane Worldwide aims to provide customers with full transparency into its supply chains by coupling talented people with game-changing technology. But with salespeople spread across the globe, Crane Worldwide found itself with a visibility problem. “We weren’t all working on a common platform, so we were lacking in visibility,” says John Jergens, Vice President of Global Sales at Crane Worldwide. “We knew we had a vast sales pipeline out there, but there wasn’t much data available on it—so we couldn’t see how robust it was.” From data silos to connected visibility A key part of the Crane Worldwide ethos is providing customers with meaningful interactions—and that relies on having a customer relationship management (CRM) solution that salespeople can use to build and maintain relationships and convert opportunities more effectively. But, with a seven-year-old siloed CRM system that it had simply outgrown, the company lacked the tools its salespeople needed. “The previous system never had very good adoption,” Jergens adds. “It just wasn’t very functional.” So, the team went looking for a platform that could replace it. With implementation support from Microsoft Partner Network member PowerObjects, Crane Worldwide deployed the Microsoft Relationship Sales solution, a powerful combination of Microsoft Dynamics 365 for Sales and LinkedIn Sales Navigator, to support personalized, meaningful customer engagements. The team was already using LinkedIn Sales Navigator and Microsoft Office 365, so Dynamics 365 for Sales was the ideal addition to the Crane Worldwide ecosystem. “We saw how Microsoft Relationship Sales could help us focus on being easy to work with from a customer’s perspective,” explains Jergens. “So this whole deployment was part and parcel of becoming easier to do business with.” Now, just six months into deployment, Crane Worldwide has 300 Microsoft Relationship Sales users in its ranks, including 150 direct sellers along with employees from its marketing and account management teams. New processes, simpler sales Using the Microsoft Relationship Sales solution, Crane Worldwide salespeople have already changed the way they work. And they’re reaping the benefits of the visibility they’ve gained into the sales pipeline. “Once we rolled out Microsoft Relationship Sales, the overwhelming response was that it’s really easy to use, and it doesn’t take much time,” says Jergens. “We created a very simple weekly routine where our sellers spend about 30 minutes adding new data into Dynamics 365 for Sales. That’s just six minutes a day to keep everything up to date.” With faster processes freeing up more time for the sales team, sellers can focus their energy where it matters most—building the customer relationships that turn into revenue. And, at the end of each week, management can analyze activity through a global dashboard, which combines CRM and customer interaction data into detailed executive reports that show how salespeople are turning relationships into revenue. “With Microsoft Relationship Sales, we can generate KPIs that tell us what a healthy pipeline should look like. We look at the number of prospects and targets, how long the sales cycle takes, and the time from when we close an account to the time it generates revenue,” explains Jergens. “And if the pipeline isn’t where it should be, we can support the sellers with the resources that they need—it’s more productive all around.” A centralized sales platform Because Microsoft Relationship Sales brings together so many sales capabilities, Crane Worldwide sellers have everything they need to do their jobs in one place. Previously, they had to manage a relationship from scoping to sale across disconnected tools and platforms, far from an efficient process. “It’s difficult to put a number on what it’s like to manage 30 or 40 customers with an email folder and a spreadsheet,” says Jergens. “Now, once the salesperson finds a prospect using LinkedIn Sales Navigator, they use Dynamics 365 for Sales to easily track those conversations. Instead of creating and referencing a lot of notes, they can quickly link activities and discussions through Microsoft Relationship Sales.” With LinkedIn Sales Navigator and Dynamics 365 for Sales together, salespeople can start building the context they need to deliver a meaningful interaction before the first contact even occurs. Insight into potential prospects’ roles, connections, and priorities through LinkedIn Sales Navigator is fed straight into Dynamics 365 for Sales—increasing conversion chances from the very start. “It’s had a direct impact on the time it takes to develop customer relationships, because we have true visibility into those opportunities now,” explains Jergens. A built-in assistant also sends prompts to help sellers accelerate the sales cycle, reminding them to contact a lead that might go cold or nudge an opportunity as it approaches its estimated close date. A roadmap for integration In businesses the world over, sales and marketing teams struggle to communicate and collaborate effectively. As the sales team adapts to Microsoft Relationship Sales, Crane Worldwide is already adopting more of the solution’s capabilities to help sales and marketing stay on the same path. “The marketing teams are able to work in tandem with the sales team to help them understand how marketing activities can help nurture their

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Case Study : Abu Dhabi government builds one-of-a-kind integrated customer service platform using Microsoft Dynamics 365

Uncategorized /

Established to lead excellence in government services, Abu Dhabi Digital Authority (ADDA) strives to lead the digital future of Abu Dhabi. Taking advantage of Microsoft Dynamics 365, Power BI, and Azure solutions, TAMM integrates Abu Dhabi government services to provide communities and businesses with a seamless, proactive, and personalized customer experience, one that promises to change the way UAE citizens and residents interact with their government for the better. [/vc_column_text][vc_column_text][/vc_column_text][vc_column_text] Abu Dhabi as a digital innovation destination Abu Dhabi Digital Authority (ADDA) has a vision that offers a new way of interacting with the citizens and residents in Abu Dhabi and throughout the world. ADDA’s vision embraces technology that delivers value through innovation and service excellence. ADDA is building a digital hub that integrates Abu Dhabi’s 1,600 government and business services with over 55 entities into one central platform. This modernizing journey toward global competitiveness means citizens can look forward to a smarter, happier future with better quality of life—all thanks to the TAMM integrated services platform. Digital smart government, powered by Microsoft The TAMM integrated service platform is an intelligent customer support center. Taking advantage of Microsoft Dynamics 365, Power BI, and Azure solutions, TAMM unifies Abu Dhabi’s government and business services into 80 integrated journeys. This integration merges a 360-degree view of customers’ information and their interactions across the government into a seamless, proactive, and personalized customer experience. It promises to completely revolutionize the way citizens interact with the government. Dynamics 365 creates a seamless omni-channel experience. The portal provides United Arab Emirates (UAE) citizens, residents, and visitors with a range of government services through one access point. Operating with Azure and AI increases efficiency and improve customer experience through fast, agile responses to citizen information requests. It provides stakeholders and field workers with decision-making capabilities through in-depth business intelligence on customer behavior. “Through Power BI, we are now able to ensure that all government data is viewed, including our services that are unified and user-centric,” explains Fatima Al Obeidli, Director – Contact Center Business Management Department at ADDA. “This drives our commitment to superior customer service. The Power BI unified dashboard replaces the multiple reports of the past, ensuring one-of-a-kind customer service experience.” Microsoft’s customer-first approach has been proven by its profound understanding of ADDA’s vision. “The aim is to establish a unique service model for Abu Dhabi government. Microsoft is a trusted partner, providing us with tools and mechanisms that empower us to lead the digital future of Abu Dhabi,” explains H.E. Saeed Al Mulla, Director, Government Services at ADDA. Powered by innovation, inspired by society “By leading with a modern, reliable, and integrated digital system that serves all walks of life in society, ADDA supports the business environment, attracts more investments into Abu Dhabi, and enhances the Emirate’s global competitiveness,“ says Ali Nimer, Strategy Advisor to the Director General and Head of Digital Excellence Office at ADDA. Through Power BI, we are now able to ensure that all government data is viewed, including our services that are unified and user-centric. This drives our commitment to superior customer service. The Power BI unified dashboard replaces the multiple reports of the past, ensuring one of a kind customer service experience.                                                                –  Fatima Al Obeidli: Contact Center Business Management Department

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Why organizational change projects fail and how to prevent implementation disaster

Retail ERP Software /

New IT installations often fail. At least that’s the widespread belief surrounding organizational change initiatives today. One frequently cited study from the 1993 book Reengineering the Corporation goes as far as saying that as many as 70% of the organizations that undertake a reengineering effort do not achieve the dramatic results they intended. A more recent McKinsey survey of more than 1,500 executives who had undertaken a significant change effort in the past five years found that only 38% of respondents said “the transformation was ‘completely’ or ‘mostly’ successful at improving performance. After two decades of hearing about high failure rates related to change, it’s unsurprising that business leaders are wary of organizational change projects. Organizational psychologist Nick Tasler explained that these negative biases can create a toxic self-fulfilling prophecy. “When a change project falls a day behind schedule, if leaders and employees believe that successful change is an unlikely outcome, they will regard this momentary setback as the dead canary in the coalmine of their change initiative. (Never mind the fact that three other initiatives are still on time or ahead of schedule),” he wrote in an article for Harvard Business Review. “Suddenly, employees disengage en masse and then the change engine begins to sputter in both perception and reality.” Yes, change is hard, and complex IT implementation projects, particularly ERP installations, can be particularly challenging. But it doesn’t mean they are doomed to failure. So where do you start? How can you choose the right technology for your retail business, and ensure that the implementation project runs as smoothly as possible and you get the most from your investment? Here are some of the main causes for failure in any organizational change initiative, and how can you prevent them from happening: Mistake #1: Failure to plan Issue: An outdated legacy system is impacting business performance, and it needs replacing quickly. In their rush to get the project going, business management jump straight into the implementation without taking the time to develop a well thought-out organizational change management plan. Solution: Don’t be tempted to cut corners in your planning. Analyze your business, decide what should be prioritized, and understand all the different ways the project will impact your routines at every stage of the process. “Companies should start by analyzing their current and future requirements and processes,” says Gunnar Ingimundarson, Chief Consulting Officer at LS Retail. “How many software solutions are they currently using, and what are they used for? Map out the disparate solutions in the stack, alongside their dependencies and interconnections. The next step is to figure out where they can draw the biggest – or quickest – benefits. Is your POS system not generating the information you need on stock levels and product visibility? Or, are there integrations that repeatedly cause problems or break down? Do you experience missing data? Identify the area(s) where a new system would bring immediate value in terms of savings or returns. That’s where you should start, and that should determine your priorities.” Once the priorities are set, break the project down into manageable chunks, from pilot phase to initial implementation to company-wide rollout. Consider when it’s most appropriate to start each phase of the installation so you won’t place unnecessary strain on your business during busy times. Mistake #2: Key stakeholders aren’t onboard, or have unrealistic expectations Issue: Management want the new technology in place quickly and only focus on the end goals. They get frustrated by how long the project is taking and threaten to pull the plug. Or they wonder why the new software isn’t being adopted widely and successfully when they failed to communicate the changes to everybody in the business and get company-wide buy in. Solution: All stakeholders need to be committed to the project’s success right from the beginning, and to clearly understand the project’s scope and goals. “Internal resistance can kill even the best implementation project,” says Eric Miller, Regional Director for the Americas at LS Retail, building on his 13 years of experience in software implementations. “Get the buy-in from all stakeholders from the start, and make sure that the goals, objectives and expected end results of the project are clear and communicated from you to the stakeholders, and from the stakeholders to all the customer parties involved. It never pays off to sell a dream you can’t deliver on.” Bring together personnel from different departments to understand their requirements and what outcomes they hope to achieve from the implementation. Similarly, they need to understand how much time should be devoted to a project like this and ensure project teams are given sufficient time to carry out the work. Set realistic timeframes from the start, and ensure everyone knows exactly what’s required of them. Mistake #3: Unforeseen changes throw the project off track Issue: Even the best prepared projects encounter hurdles along the way, but if unforeseen issues arise and major milestones are missed, it can be tempting to throw in the towel and deem the entire project a failure. Solution: Know that when you’re dealing with a large-scale IT implementation, it’s hard to plan for every eventuality. Be willing to adapt and take a different approach if it ultimately means the project will be a success. “What was deemed to be the best approach initially may need to change – this might even happen after the pilot is completed. I have seen companies that went through multiple pilots before finding the right balance. It’s a learning process, and it’s never over,” says Miller. It’s worth learning everything you can from the pilot implementation. Instead of rushing on to roll out store #2, take a moment to see how the system is working and to identify any issues that you couldn’t have planned for in your testing environment. Success comes to those who take a considered approach. Mistake #4: Picking the wrong technology partner Issue: It may be tempting to go for the cheapest technology provider, but cheapest upfront may not necessarily deliver the long-term business value you hoped for. You quickly realize they can’t help you achieve your outcomes, because they lack drive,

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AI and AR retail technology helping customers visualize products and make confident purchasing decisions.

AI and AR in Retail: The Return-Rate Problem They’re Actually Solving

Apparel Retail, Retail ERP Software /

INTRODUCTION Each returned item represents a double cost for the retailer: once when shipping it and once when processing its return. AI and augmented reality (AR) in retail largely exist to avoid that round trip in the first place, helping the shopper choose the right product the first time. Virtual try-on technology alone has been shown to significantly increase conversion rates in e-commerce and reduce returns by over 8%; figures that explain why beauty, fashion and home goods retailers were the first to adopt it. Take the fitting room to the client’s living room Opticians were pioneers in this area for an obvious reason: glasses are a product that people do not buy without seeing how they look on their own face. The virtual try-on solved this problem entirely online, and some retailers have gone further by using AI to recommend frame shapes suitable for the customer’s face, rather than forcing them to guess which one will fit them. The same logic applies to any situation where excess options are the true barrier to purchase. A beauty catalog with hundreds of thousands of products is impossible for a human being to explore; However, an AI-based recommendation service can reduce that number to a few relevant options based on the user’s search and purchase history, transforming an overwhelming catalog into a short, personalized selection. Make the “infinite hallway” truly navigable A larger online catalog is only useful if customers can find what fits their tastes. Wayfair’s approach is a clear example: its search algorithm interprets style preferences from a customer’s search history to show furniture that is likely to fit their tastes; Additionally, a visual search feature allows the shopper to photograph an item they like and find matches among millions of products in inventory. Augmented reality expands this concept: it goes from “will I like it?” to “Will it fit in my space?” It allows the buyer to view a digitally recreated piece of furniture in their own room before purchasing it, which goes a long way to explaining why this category has seen measurable improvements in conversion and a reduction in returns. In the fashion sector, the question of sizes works in a similar way. Levi’s uses an AI chatbot that asks for fit, rise and stretch preferences—in addition to the size the customer wears in other brands—to recommend the right size, addressing the leading cause of fashion returns: a garment not fitting as expected. H2: 3. Turn purchasing behavior into better forecasts Turn Shopping Behavior Into Better Forecasts Every interaction with an AI-powered shopping tool—a search, a virtual product try-on, or a completed purchase—generates data that retailers didn’t previously have. Used correctly, this data refines inventory and demand forecasts far beyond what historical sales data alone allows, and facilitates truly relevant follow-up marketing: A shopper who has just purchased kitten supplies is an ideal candidate for a cat food subscription offer, not a mass generic newsletter. This same data allows retailers to target their promotions more precisely, tailoring the discount type and channel to what a specific customer actually responds to based on their history, rather than launching a one-size-fits-all promotion. Keep shelves stocked before customers notice they are empty AI-based forecasting is increasingly used to anticipate not only typical demand, but also disruptions to it; This involves recalculating replenishment quantities and adjusting supply in response to real changes, and not simply historical averages. Some retailers have piloted robots that scan shelves to automatically detect out-of-stocks; Likewise, real-time replenishment signaling systems in selected stores seek to solve a basic but persistent problem: the customer who comes expecting to find an item and finds an empty shelf. What does this mean for retailers who don’t have Wayfair’s budget? None of this requires developing AI and computer vision capabilities internally. ERP platforms for the retail sector increasingly integrate AI-based demand forecasting and customer data unification as standard functionality; This is what really puts personalization and smarter inventory management within reach of a mid-sized retailer, not a multimillion-dollar in-house AI team. Curious what AI-powered forecasting and personalization would look like on your retail platform? Contact Trident to request a demo of your retail ERP.

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Enterprise ERP software dashboard managing retail, hospitality, and manufacturing operations.

Enterprise ERP Software for Retail, Hospitality & Manufacturing: 6 Benefits That Transform Your Business

ERP Implementation, Retail ERP Software /

Running a business in retail, hospitality, or manufacturing means managing a constant flow of moving parts — staff schedules, customer orders, inventory levels, supplier deliveries, and financial transactions — all happening simultaneously, every single day. When those moving parts are managed through disconnected systems — a spreadsheet here, a separate POS there, a standalone HR tool — the gaps between them create errors, delays, and blind spots that cost real money. Enterprise ERP software brings everything together. One platform. One source of truth. Every department — finance, operations, HR, sales, and customer service — working from the same real-time data. Here is how ERP transforms operations specifically in retail, hospitality, and manufacturing — and why Microsoft Dynamics 365 Business Central is the platform Trident recommends. Why Retail, Hospitality, and Manufacturing Need ERP Most These three industries share a common challenge: high operational complexity at every level. A retail chain manages hundreds of SKUs across multiple locations. A hotel or restaurant balances reservations, kitchen operations, staff rotas, and customer satisfaction simultaneously. A manufacturer coordinates raw material procurement, production scheduling, quality control, and order fulfilment — often across multiple sites. Without a unified system connecting all these functions, management is reactive. With the right ERP, it becomes proactive — with real-time visibility that enables better decisions at every level of the organisation. 6 Key Benefits of ERP for Retail, Hospitality and Manufacturing 1. Real-Time Data Across Every Department Business data changes constantly. Inventory levels shift with every sale. Staff schedules update daily. Customer orders flow in around the clock. Financial positions move with every transaction. Without real-time visibility, managers make decisions based on yesterday’s data — and the gaps between systems mean different departments often work from different numbers. ERP solves this fundamentally. Every transaction updates the central system instantly — so whether you are checking stock levels, reviewing sales performance, or approving a purchase order, you are always working from current, accurate information. No delays. No discrepancies. No guesswork. 2. Integrated Point of Sale In retail and hospitality, the POS system is the heartbeat of the operation. Every sale, every order, every payment flows through it — and what happens to that data after the transaction determines how well the rest of the business functions. A standalone POS that does not connect to inventory, finance, and customer management creates manual work and data silos. An ERP-integrated POS changes everything: For retail chains and multi-outlet hospitality businesses, this integration is particularly powerful — giving head office a live view of every location’s performance without waiting for manual reports. 3. Smarter Customer Management Your customers are your most valuable asset — and your ERP should help you treat them that way. An ERP system captures complete customer profiles: purchase history, preferences, communication records, loyalty points, and service interactions. This data enables: In hospitality especially, knowing your guest’s preferences before they arrive is a powerful differentiator. In retail, personalised offers based on real purchase data consistently outperform generic promotions. ERP makes both possible at scale. 4. Efficient Employee Management Managing staff across retail stores, restaurant shifts, or manufacturing shifts — potentially across multiple locations — is one of the most operationally demanding functions in any of these industries. ERP centralises employee management in one system: When employee data is connected to operational data, managers can make faster and fairer staffing decisions — and compliance documentation is always complete and current. 5. Streamlined Inventory Management Inventory management is the operational function where ERP delivers the most immediate and visible impact — particularly in retail and manufacturing. Without a connected inventory system, businesses either over-order (tying up cash in excess stock) or under-order (losing sales to stockouts). Neither is acceptable in competitive markets. ERP provides: For manufacturers, ERP takes this further — connecting inventory management directly to production planning and supplier procurement, ensuring materials are always available when production needs them. 6. Unified Financial Management Every operational decision has a financial consequence — and ERP connects the two in real time. Rather than waiting for month-end reports compiled manually from multiple systems, ERP gives finance teams live visibility into revenue, costs, margins, and cash flow across every business unit. Invoices are matched automatically. Budget variances are flagged immediately. Financial close processes that once took days are completed in hours. For multi-entity businesses — retail chains, hospitality groups, or multi-site manufacturers — ERP consolidates financial data across all locations into a single, accurate picture that leadership can act on immediately. Why Microsoft Dynamics 365 Business Central Microsoft Dynamics 365 Business Central is the modern, cloud-native evolution of Dynamics NAV — one of the most widely deployed ERP platforms in retail, hospitality, and manufacturing globally. It delivers all six benefits above in a single, integrated platform — with the added advantage of: Whether you are running a single restaurant, a retail chain, or a manufacturing facility, Business Central scales with your operation — without platform replacement as you grow. Why Trident Is India’s Trusted ERP Partner As a certified Microsoft Dynamics 365 Business Central partner, Trident Information Systems has helped businesses across retail, hospitality, and manufacturing in India implement ERP solutions that deliver measurable results — from initial assessment through go-live and ongoing optimisation. Ready to unify your business on one intelligent platform? Book a free ERP assessment with Trident today.

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