One of the biggest heat treatment provider—SECO/WARWICK Group, joins up customer journey with Dynamics 365

For nearly a century, SECO/WARWICK Group has played an integral role in the global metallurgical industry, providing state-of-the-art heat processing technology to businesses across the various industries. 

“Access to comprehensive data overviews was instrumental for us,” begins Sławomir Wachowski, Director of the Automation Department in SECO/WARWICK. “Over time, it became difficult to find customer or order information in our system. Our sales departments, product managers and order staff all worked with different data. So, it was challenging to respond efficiently to queries or requests. We needed a single base for all our data assets.”

Tapping into the power of the cloud

Aided by Microsoft partner One Dynamics, the company migrated from on-premises to cloud-based Dynamics 365. In addition, SECO/WARWICK Group chose SharePoint and Microsoft Teams to further facilitate secure and effective collaboration internally. “We now have a single platform with everyone working from the same truth and with visibility over the whole customer journey,” explains Katarzyna Sawka, SECO/WARWICK Group’s Marketing Vice President. “For example, I now know details about generated leads and how to better communicate with customers and retain them.”

Deeper insight, faster action

Сombining Dynamics 365 Sales with Customer Service and Field Service modules, SECO/WARWICK Group unlocked capabilities that help streamline delivery of on-site engineering services to customer locations. “We have a new way to export sales proposals data. With the Sales module, we improved the sales qualification process and with Customer Service and Field Service modules, we can more accurately match service engineers’ skills to work orders which cuts costs and time,” explains Michał Zadwórny, Aftersales and Service Team Manager at Vacuum Division. “We also have better functionality for registering and handling service cases. Field Service also helps us log technicians’ work time at a site, and we have more detailed information on device service histories.” 

Communication with customers has improved significantly. “The Customer Portal is an efficient way for them to log queries, orders and contact company staff,” highlights Zadwórny. ”Sales team also have  an access to information about devices and service cases carried out for a given customer thanks to Power BI, which is key for planning the right sales activities and undertaking them in a timely manner.

“We estimate that we’re saving between 20 and 30 percent of  the time we used to waste just searching for information that is now immediately available to us. In addition, we gain greater system flexibility and consistency with our cloud solutions in the field of IoT,” concludes Wachowski. “The Microsoft Dynamics 365 platform is a huge asset for us. And this is just the beginning.”