DQE x Terreal Success Story

Terreal

Terreal frees its sales staff from the constraints of entering customer data into Dynamics 365 with the help of Masao and DQE.

A French manufacturer of clay building products and photovoltaic solutions, the Terreal Group operates in France and abroad. Terreal has over 150 years of expertise and innovation focused on more sustainable housing.

Today, input help guarantees data standardization with reliable repositories, in real time in our Dynamics interface. Integration was fast, and field matching was virtually plug-and-play, with no need for specific development.

Miguel Moreau

CRM and Digital Project Manager - Terreal

Use case

Challenges

Terreal is a recognized specialist in roofing, structures, solar energy, and facades and decoration in France and abroad. This industrial group targets B2B customers, such as dealers and installation companies. “In the field, our sales reps quickly enter customer data manually into our Dynamics CRM, on a mobile interface and without being able to verify the data,” explained Miguel Moreau, CRM and Digital Project Manager for the Terreal Group.

“Creating accounts and contacts in the CRM system was a tedious process. The quality of entries left a lot to be desired, and customer data including B2B legal information and contact details was not always complete.”

As a result of this unqualified data, marketing noticed a high rate of undeliverability in its email campaigns and a lack of a unified view of customers. Moreover, a large number of undelivered items were having an impact on logistics due to incorrect postal address data. There was an urgent need to qualify Terreal’s customer data as soon as it was entered, in order to feed its CRM system with clean data.

Solutions

As suggested by Masao, its pure-player CRM integrator and Dynamics 365 expert, Terreal opted for the DQE One solution from DQE, a leading data quality software vendor. The group has the support of the solution that was co-developed by Masao and DQE: the DQE One for Microsoft connector, which enables native integration of the DQE One solution into its Dynamics 365 CRM environment.

Terreal’s first priority was to address the onerous elements encountered by its sales force in the process of creating accounts and contacts. The solution was to integrate the DQE One modules that qualify contact data entries (email address, telephone number, postal address) and B2B information in real time in CRM forms into Dynamics. This input help combines autocomplete of fields, reliable data entry and enrichment of company data by simply entering the legal business name or company registration number.

Results

1. CRM project enhanced by the DQE & Masao partnership

The partnership between DQE and Masao offers Terreal the benefits of native integration of data quality into Dynamics. This major optimization is part of the support provided by Masao, a trusted partner for its CRM project, including third-party application maintenance and post-project development. Terreal can thus enhance its CRM with high-value innovations, such as the connector co-developed by DQE and Masao.

Miguel Moreau confirmed: “Today, input help guarantees data standardization with reliable repositories, in real time in our Dynamics interface. Integration was fast, and field matching was virtually plug-and-play, with no need for specific development. That’s one of the big strengths of the DQE and Masao connector.”

2. Efficiency gains delivered by qualified data entry

The group’s hundred or so sales staff can now quickly create or modify customer accounts and contacts, without any barriers to input in the sales relationship. “The time saved on data entry is an immediate and visible benefit for our sales staff. Early adopter feedback has been very positive, contributing to a rapid adoption rate,” noted Miguel Moreau.

Moreover, real-time input help guarantees the reliability and completeness of customer data. And this applies to all of the Terreal Group’s international customers, thanks to DQE’s worldwide sourcing of trusted repositories, such as postal services, telecom operators, and domain-name providers. The business lines, especially marketing and logistics, benefit directly from the quality of CRM data in their missions.

3. Optimized governance of CRM data

The next stage in the Terreal Group’s CRM project will focus on strengthening CRM data governance. Via the DQE One for Microsoft connector, processing of duplicate records in databases and CRM repository cleansing are planned to be integrated directly into the Dynamics environment. The Terreal Group’s teams will benefit from a unified view of customers and reliable data on both customers and incoming leads. “For all of our 300 users, it’s not possible to expect everyone to pay close attention to input. Until now, we had no routine or in-depth tool to lessen the problems of contact and lead data quality. Masao and DQE provide us with the solution for keeping our databases clean,” concluded Miguel Moreau.