One customer record across sales and service at ALH Industries

The challenge

Customer information at ALH Industries lived wherever the last conversation happened — a sales inbox, a quotation spreadsheet, a service engineer's notebook. Nobody could see the full history of an account in one place before walking into a meeting.

The commercial cost of that was quiet but constant: quotations rebuilt from scratch, service requests chased twice, and no reliable way to tell which opportunities were actually moving.

What we implemented

We implemented Microsoft Dynamics CRM around how the company already sells, rather than around a generic sales process. Accounts, contacts, quotations and service cases were brought onto one record, so the history a salesperson needs is on the screen they already have open.

Configuration was done in short cycles with the people who use it daily, and the same consultants who configured the system delivered the user training and stayed on for post go-live support.

The result

• One customer record shared by sales and after-sales, replacing parallel spreadsheets and inboxes.
• Quotation history retained against the account, so repeat quotes start from the last version rather than a blank template.
• Continuity of support from the same Awansoft team long after go-live, rather than a handover to a separate desk.