DER Touristik operated multiple CRM systems across different brands and countries. Separate processes, data sources, and local solutions made it difficult to manage customer information, maintain data quality, and oversee sales activities from a central platform.

The goal was to consolidate the CRM landscape into a single, reliable cloud solution that would enable the company to manage sales more effectively, unify customer data across brands, and create a scalable foundation for continued international growth.

Innone was selected for its extensive experience with Microsoft Dynamics 365, complex CRM environments, and the delivery of international projects.

A key differentiator was our ability to bring together sales processes, customer data, and integrated business systems into a single, unified solution. We also took responsibility for ensuring platform stability, security, seamless integrations, and the solution's long-term evolution.

Our role went beyond technical delivery. We were responsible for making sure the new CRM platform delivered measurable improvements in sales management, data quality, and the day-to-day efficiency of business teams.

In Phase 1, we migrated the solution to Microsoft Dynamics 365 in the cloud and standardized the core sales process from Opportunity to Quote to Order. The project also included customer data consolidation, centralized customer management, duplicate detection, and integration with key internal systems.

The CRM platform was integrated with Tiger, Atcom, DaVinci, SWISS, Daktela, and Microsoft Exchange. The result was a stable cloud platform that provided a solid foundation for future development and earned the Microsoft Awards 2021.

Phase 2 focused on expanding the solution across Central and Eastern Europe. The platform was rolled out to five countries and adopted by more than 1,000 users. It also enabled multiple brands to operate within a single CRM environment while establishing clear data ownership and governance.

The rollout also included Microsoft Dynamics 365 Customer Voice for NPS and CSAT measurement, along with reporting, security controls, and audit processes.

DER Touristik gained a unified customer view across brands and countries, enabling management to make faster, more informed decisions based on reliable data.

Standardized sales processes improved forecast accuracy and increased the predictability of sales performance. The shared cloud platform also made it easier to expand into new markets without adding unnecessary integration complexity.

The solution also strengthened security and data governance. User access, audit processes, and data management policies are now managed through a single, centralized platform.

Sales teams now work in a single environment for managing opportunities, quotes, and orders. This reduces manual effort, minimizes errors, and simplifies day-to-day collaboration across the organization.

Higher-quality customer data supports more accurate segmentation, reporting, and customer experience management. Running multiple brands within a single CRM platform has also established clear data ownership rules and reduced the risk of conflicts between teams.

By integrating NPS and CSAT into Microsoft Dynamics 365 Customer Voice, DER Touristik has closed the customer feedback loop within its reporting environment, enabling the company to better measure the impact of customer experience on business performance.