Global technology company SoftServe makes the most of Dynamics 365 Sales in the cloud

Founded in 1993 in Lviv, Ukraine, SoftServe has grown into a global IT services company with more than 9,000 employees. As a member of the Microsoft Partner Network, it provides Microsoft-enabled solutions to accompany businesses on their digital transformation.

At the same time, SoftServe keeps looking at how to make the most of its IT investments for its own business. Hence, it took its previous customer relationship management (CRM) system to the next level by implementing the cloud version of Dynamics 365 Sales, making it not only available for its Sales team, but for other departments as well, empowering them with the same insights on each customer. 

A more powerful and intuitive platform 

“We expanded our Dynamics 365 user base to our production functions, configuring the platform’s access to the different teams based on their needs,” explains Akop Akopyan, Sales Operations Director at SoftServe. Having access to all that data and one single version of truth for all employees improved service delivery and collaboration across the company.

The platform itself has also been upgraded with the move. “80 percent of users confirmed noticing a major improvement in how the platform performs overall. It runs 25 percent faster but also smoother. We’ve seen a 66 percent reduction in helpdesk tickets created,” says Akopyan.

The ability of Dynamics 365 Sales to seamlessly work with LinkedIn’s Sales Navigator tool—used to research and engage potential buyers across people’s professional social networks—was another key benefit for the company. “Our business has grown. About 70 people now have access to LinkedIn Sales Navigator, and each of them has an individual subscription contract for us to manage,” explains Akopyan. “By shifting to Dynamics 365 in the cloud, we could consolidate and view all those contracts in one space.”

A unified cloud strategy

Migrating its on-premises version of Dynamics 365 Sales to the cloud is part of a larger strategy for SoftServe. “We want to have one unified ecosystem across all our on-premises and cloud-based applications using Microsoft’s large umbrella of solutions,” says Adriyan Pavlykevych, Chief Information Security Officer at SoftServe.

Going forward, SoftServe is looking to leverage Dynamics 365 Talent to automate its talent acquisition process and anticipates even greater opportunities to further its all-cloud strategy. “The biggest benefit for us has been having a platform for all our business-related tasks—from email, to collaboration, to customer relationship and resource management—all in one suite,” Pavlykevych concludes.