“Now, all the information I need is just a click away. We know what’s happening with our customers, and we can solve their problems much more efficiently.”
Chief Commercial Officer,
RASCO started small, by manufacturing agricultural machinery. Today, it has diversified its offer and secured a business foothold in over 40 countries across five continents. “Our machinery is used by professionals worldwide to maintain roads, airports, and streets. We have more than 70 products in our portfolio,” says Mario Štefanec, Chief Commercial Officer at RASCO.
The company’s dynamic growth was exceeding the capabilities of its CRM. So RASCO partnered with InSky Solutions to implement Dynamics 365 Sales. “Microsoft’s ease of integration made it the best and fastest fit for us, plus the system’s available features—namely its end-to-end tracking and monitoring capabilities—facilitate agile decision making and help us reach our performance goals,” discloses Štefanec.
Reimaging business processes
“We were lacking a 360-degree view of the customer in one place. We had many different reports and tools,” Štefanec observes. Dynamics 365 Sales helped contextualize client and product insights, empowering RASCO’s sellers and distributors to drive personalized, meaningful customer engagements. “Now, all the information I need is just a click away,” says Štefanec. “We know what’s happening with our customers, and can solve their problems much more efficiently,” he adds.
Connected with customer and distributor-facing portals, the solution helps streamline communication and align customer-provider needs. These improvements have had a positive impact on the quality of manufactured goods—the company noted a 45% drop in defective products due to its consolidated view of the entire supply chain. Additionally, by automating routine tasks, the system unlocked noticeable time savings. “We are 10 to 15% faster in making offers, taking orders and customizing the features for our customers,” confirms Štefanec.
Connecting field service
Field technicians enjoy a centralized view of product usage and repair history using Dynamics 365 Field Service, which enables RASCO’s service teams to track every issue, as well as predict and prevent breakdowns. “Integrated within a single system, processes run much smoother, work orders, customer inquiries are sped up, and the dispatching of field technicians is optimized,” tells Štefanec. “Data and reports are consistently being generated from all documents, notes, and tickets that are tracked through the system. Our whole business is much more fact-driven and data-driven.”
“Now that the CRM has been implemented, we are looking at introducing new functions,” says Štefanec. “We are in talks about developing a smarter, quicker, and more efficient response on the field. Business is changing fast, and we’re heading in the direction of AI and IoT to stay ahead of its accelerating pace,” concludes Trpimir Kvesić, CEO of InSky Solutions.