This case study details how Trek Bicycles improved customer experience by centralizing its diffuse sales and customer data with Microsoft Dynamics CRM.
Trek Bicycles was founded in 1976, the analog age. Over the decades, Trek's growth combined with reliance on a patchwork of tools resulted in disjointed workflows, incomplete information, and diminished customer experience. Trek overhauled their internal systems to consolidate customer and sales information using Microsoft Dynamics CRM. The implementation resulted in improved collaboration and efficiency, increased scalability, reduced development costs, and enhanced customer experience.
“In my job, there are always a couple of things I am trying to kill: bad process and hardware. Microsoft has helped us to do that. The less stuff I have to manage, the more time I have to focus on the important things in life.”
David Peterson Enterprise Collaboration Manager
Trek Bicycle Corp.
Table of Contents:
- At a Glance: Problem, Solution, Benefits
- The Company
- The Challenges
- The Solution
- The Technologies
- The Impact
- A More Complete Picture of Customers, Retailers, and Data
- More Collaboration and Teaming
- More Effectiveness and Efficiency in How Work Gets Done
- Reduced Development Costs
- Increased Scalability
- Simplified Pricing
- Future Improvements
- The Takeaways
- The Recommendations
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