Book a consultation

How willhaben turned three CRM systems into one.

In this CRM migration case study, Austria's largest digital marketplace moved its five sales units from three legacy systems to one shared CRM on Microsoft Dynamics 365: one customer base, one sales process and dashboards at the push of a button.

willhaben logo
Customer
willhaben
Industry
Online marketplace
Solution
CRM · Dynamics 365 Customer Engagement
Topics
Data migrationData qualitySales processes
The project in 30 seconds
  1. Challenge

    Rapid growth, three legacy systems and five sales units with their own tools: customer data was scattered, and reporting was tedious.

  2. Solution

    NAVAX consolidated all sales data in Microsoft Dynamics 365 Customer Engagement, in three phases and one unit at a time.

  3. Result

    One customer base with a 360-degree view, one standardized sales process and dashboards for management and sales. Paperless, connected to Outlook and SAP.

The project in numbers
180,000
records cleansed and migrated
3
legacy CRM systems replaced
5
sales units on one platform
80
active users
Challenge and solution

From silos to one shared platform.

willhaben grew fast, faster than the systems behind it: three legacy systems, five sales units with their own tools and no shared overview.

  1. 01Customer data
    Before

    Three legacy systems

    Sales data was spread across Sage CRM, Salesforce and Navision. Information got lost between the systems.

    With Microsoft Dynamics 365

    One customer base

    Around 180,000 records cleansed and migrated. Addresses are completed automatically, and duplicates are a thing of the past: a “single point of customer”.

  2. 02Sales
    Before

    Five units, five ways of working

    Real Estate, Auto & Motor, Marketplace, Jobs & Careers and Digital Advertising each used their own tools and processes. That made customer contact harder.

    With Microsoft Dynamics 365

    One sales process

    All five units follow the same process, from quote to contract. Templates and a custom-built quick calculator speed up quoting.

  3. 03Reporting
    Before

    No overview

    Management lacked structured reports on the order situation, and employees lacked an overview of workflows and processes.

    With Microsoft Dynamics 365

    Dashboards at the push of a button

    Freely configurable CRM dashboards show quotes, orders and pipeline, for management and as a self-check for sales. Outlook is synchronized.

How the project ran

Three phases to one CRM.

After analysis workshops based on the requirements specification, the move was split into phases so the five units could switch over one after another.

  1. Phase 1

    Consolidate the data

    Data from three legacy systems cleansed and migrated. Opportunities went live first, six months after the process description was signed off and with NAVAX on site for open questions.

  2. Phase 2

    Map the sales process

    All five units got the complete sales process from quote to signed contract, plus KPIs and dashboards for management.

  3. Phase 3

    Connect SAP

    Integration with SAP and a view of the sales pipeline. Customer status and dunning level have flowed from SAP into the CRM ever since.

  4. Ongoing

    Keep improving

    Leads arrive in the CRM directly from the willhaben platform through an interface, and the hotline and support for business customers are integrated. A core team of key users from all units meets regularly.

In an internal call for projects, willhaben's employees gave the CRM project an award.

Insights

willhaben in pictures.

Hand holding a smartphone showing listings in the Auto & Motor category of the willhaben app
Dashboard in Microsoft Dynamics 365 with bar charts, tables and a map
  1. 1Auto & Motor is one of five sales units that now work in one CRM.
  2. 2A willhaben dashboard in Dynamics 365, tailored to the needs of each unit.

“Because of willhaben's rapid growth, it was urgently necessary to manage our five business units on one shared platform and to make data exchange easy. NAVAX quickly convinced us that we could deliver this project successfully together. Both companies are culturally very similar. Accordingly, the collaboration was a good fit from the start and can be described as demanding “working with friends”.”

Sylvia DellantonioSylvia DellantonioManaging Director, willhaben
Self-check

Does your sales team work from one set of data?

The more units that sell, the faster the picture of the customer falls apart. Four points to check your CRM against, whatever it is built with.

0 / 4

Tap what applies to you. The answer changes with it.

Schedule a call
The customer

About willhaben.

willhaben is Austria's largest digital marketplace and one of the country's internet services and apps with the widest reach (source: ÖWA). It includes the specialist markets Real Estate, Auto & Motor and Jobs & Careers, as well as a free marketplace for private sellers.

Sellers and buyers find each other quickly and easily. There are more than 7.1 million active listings and 65 million visits a month (as of March 2020).

willhaben.at(opens in a new window)
2006
founded
250
employees
7.1M
active listings (as of March 2020)
65M
visits a month (as of March 2020)
More customer stories

What changed for others.

Is your sales data spread across more than one system?

We look at your systems and show you what the path to one shared CRM on Microsoft Dynamics 365 looks like, phase by phase.