At Avrion, we understand that every business has unique challenges when it comes to managing customer relationships, sales processes, and operational efficiency. To show how digital transformation can revolutionise a business, we sat down with Raj Mahay, Director of Resin Products, to discuss his experience with Avrion and Microsoft Dynamics 365 Sales Enterprise. Here’s how we helped streamline their processes, improve efficiency, and set them up for future growth.
Tell us a little about Resin Products and what led you to look for a CRM solution
We’re a wholesale supplier of water treatment products, serving industries across the UK, Europe, and the Middle East. As we grew, we relied heavily on manual processes – spreadsheets, emails, and even whiteboards – to track sales, customer interactions, and order statuses. It became clear that these methods weren’t sustainable. We needed a centralised, automated system to improve efficiency and reduce errors.
What were the biggest challenges you faced before implementing Dynamics 365 Sales Enterprise?
A few key issues really stood out:
- Order tracking was a nightmare: We had to manually check spreadsheets and emails, leading to delays and inefficiencies.
- Customer data was scattered: There was no single source of truth, making it hard to get quick insights.
- Internal communication was slow: Teams constantly had to ask for updates instead of accessing information themselves.
- Customer service suffered: We couldn’t respond to queries as quickly as we wanted because information wasn’t readily available.
We knew that for our business to keep growing, we had to find a smarter way to manage our operations.
Why did you choose Avrion as your digital transformation partner?
We first heard about Avrion through Sage UK. What stood out was your personalised approach. Instead of trying to sell us a one-size-fits-all solution, Avrion took the time to understand our business, our processes, and what we really needed. You also suggested a phased approach, which made the transition much easier for our team and less disruptive to our business.
Walk us through how the solution was implemented
We started with the core CRM setup, ensuring all our customer and supplier data was in one place. Then, we automated sales processes, including quotes, orders, and lead management. The next phase was integrating Sage 50, which is currently in progress, to improve financial workflows.
Looking ahead, we’re excited to integrate our e-commerce platform, which will streamline online orders and fulfilment. The phased rollout made adoption manageable and allowed us to see immediate benefits at each stage.
What impact has Dynamics 365 Sales Enterprise had on your business so far?
It’s been a game-changer. Some key improvements include:
- Order tracking is 90% faster: What used to take 30 minutes now takes just 2 minutes.
- We save 2-3 hours per week: Our finance team no longer wastes time on redundant manual data entry.
- Faster shipping: Automated documentation ensures no delays due to missing paperwork.
- Better communication: Teams can access real-time information, reducing unnecessary back-and-forth conversations or unnecessary delays waiting for part time staff to return.
- Scalability: We’re now in a strong position to expand and integrate more digital solutions in the future.
What would you say to other businesses considering digital transformation?
Don’t wait. If you’re still relying on spreadsheets and manual processes, you’re holding your business back. The benefits of a well-implemented CRM solution are massive – not just in time savings, but also in improving decision-making and customer service.
I’d also stress the importance of choosing the right partner. Avrion made the process easy by understanding our needs and working with us at every stage. If you want a CRM tailored to your business, you need a partner like Avrion who knows what they’re doing.
Raj, thanks for sharing your experience.
Is Your Business Ready for Digital Transformation?
Every business has its unique challenges, but one thing remains the same – the right technology, implemented the right way, can transform how you work. If you’re dealing with inefficiencies, disconnected data, or slow processes, Avrion can help.
Want to discuss your challenges and find a solution that fits? Get in touch. We’d love to help you explore Digital Transformation – on your terms.
