Case Study on Air Business Ltd

About Air Business

Air Business, a market-leading global logistics and technology company, offers tailored customer-focused solutions to meet clients’ complex logistical needs. With a dedicated approach, they strive to ensure efficient distribution services, from subscription management to international deliveries.

The Challenges

• Customising the D365 Sales system to accommodate separate business processes for different types of sales cycles.
• Creating SharePoint folders based on the sales cycle to store relevant quotes, making them accessible depending on the sales process.
  Implementing two different quote methods based on the type of sales cycle.
• Improving customer onboarding and reassigning records to the onboarding team.
• Customising Customer Insights – Journey to ensure customers are not unsubscribed from all marketing content when they choose to unsubscribe.

The Solution

Mercurius IT provided several customised solutions to address Air Business’s challenges:

• Sales Cycle Customisation: The standard Business Process Flow (BPF) was tailored to cater to multiple sales cycle process flows, ensuring that different sales processes were accommodated effectively.
• SharePoint Integration: Integrated SharePoint to grant access to various users based on their roles and the current phase of the sales process, facilitating efficient document management.
• Enhanced Quote Management: Enabled users to access both custom and Out-Of-Box (OOB) Lead to Order flows. Users could request quotes by creating tasks for the quote team, which could then attach custom Excel quotes to records.
• Optimised Onboarding Process: Customised the onboarding process so users could upload onboarding documents and assign records to the relevant team, improving the onboarding workflow.
• Automated Notifications: Configured email notifications to inform relevant users when tasks were assigned or completed, ensuring timely updates and task management.
• Auto Quote and Email Creation: Developed auto quote creation functionality triggered when a user marks a task as complete and automated the creation of emails to leads, enhancing efficiency.
• Customer Insights – Journey Customisation: Created a custom form within Customer Insights – Journey for customers to selectively unsubscribe from specific types of marketing content while continuing to receive other relevant communications.

The Benefits

• Improved Lead Management: Auto lead creation ensured no potential customers were missed, capturing all interested visitors from the website.
• Enhanced Departmental Collaboration: Established a clear process flow among various departments, improving work clarity and updates.
• Centralised Document Management: Enabled centralised document management, controlling user access and maintaining document confidentiality.
• Reduced Email Dependency: Reduced user dependency on emails by assigning tasks and providing notifications, thereby improving workflow efficiency.
• Simplified Quote Generation: Provided a simplified auto quote generation process with minimal user interaction, maintaining record accuracy.
• Enhanced Customer Communication: Allowed customers to choose the types of marketing content they wished to receive, maintaining engagement without overwhelming them with unwanted content.

Conclusion

Mercurius IT’s tailored solutions effectively addressed Air Business’s challenges, transforming their sales and onboarding processes into efficient workflows.

By customising the D365 Sales system, integrating SharePoint for better document management, and automating critical functions such as quote and lead creation, Mercurius IT enhanced operational efficiency and reduced manual dependencies.

The ability for customers to selectively unsubscribe from marketing content ensured that Air Business maintained effective customer communication and engagement.

Overall, these improvements not only boosted productivity and collaboration across departments but also significantly enhanced customer satisfaction. Air Business is now better equipped to meet its logistical and subscription management needs, driving growth and success in their industry.