Felix Pohlmeyer: Driving Success with Microsoft Dynamics CRM

Felix Pohlmeyer is Professional CRM Consultant and with DKV Mobility since six years. In this Tech Story he is sharing his insights on what his department is doing...

What is Microsoft Dynamics CRM and how does it empower DKV Mobility?

At DKV Mobility, the implementation of Microsoft Dynamics CRM has transformed how we manage customer relationships. Transitioning from an on-premises SAP CRM (Customer Relationship Management) setup to a cloud-based CRM solution has optimized our processes and enhanced integration with various business applications. This strategic transition empowers DKV Mobility to promptly respond to changes, delivering tailored experiences and fostering sustainable growth.

Microsoft Dynamics 365 represents a comprehensive suite of business applications, integrating ERP (Enterprise Resource Planning) and CRM functionalities. It provides a unified platform for streamlining operations and fostering growth across various business functions. Organizations leverage Microsoft Dynamics 365 to boost productivity, collaboration, and decision-making. Within DKV Mobility, the CRM sided components are used to enrich customer interactions and reach business success. Microsoft Dynamics CRM, a crucial component of Microsoft Dynamics 365, centralizes customer data and streamlines sales, marketing, and customer service processes.

This empowers organizations to gain insights into customer behaviors, enabling personalized engagement strategies and targeted marketing campaigns. With the intuitive interface and customizable features of Microsoft Dynamics 365 sales and customer service teams can deliver excellent customer experiences while also improving internal efficiency.

How do we integrate Microsoft Dynamics CRM within our system landscape?

Building upon the comprehensive capabilities of Microsoft Dynamics 365, our integration initiative further enhances its functionality by seamlessly connecting it with other essential applications. Our integration efforts extend the capabilities of Microsoft Dynamics 365 by connecting it with tools like Microsoft Office 365, SAP ERP, CAM, Genesys, DocuSign, and WhatsApp.

This integration optimizes data exchange between systems, facilitating seamless access to customer data for various business cases. Currently, the TIBCO platform integration suite serves as our central tool for orchestrating data exchange, ensuring consistency and availability across integrated tools.

What makes our department special?

Ensuring the maintenance, ongoing development, and support of our CRM system, alongside the integration of other systems, constitutes the core responsibility of the diverse xRM team. Therefore, we formed a team by including our international colleagues from Romania and the strategic partnerships with Intellias and nttData.

The term xRM refers to both CRM- and SRM (Supplier Relationship Management)-System within our application landscape. The xRM team consists of talented developers, experienced consultants, and engaged service managers, all bringing their expertise and skills to successfully implement our projects.

Our key activities include developing and implementing solutions for Microsoft Dynamics 365 environments. We collaborate closely to create innovative solutions and support the business in meeting their individual requirements to the best of our abilities. Additionally, the team serves as a technical point of contact for the software DocuSign, where contracts can be legally signed online.

Our team of 8 people located in Ratingen enjoys spending time together after work to strengthen our teamwork. We often start the evening with exciting activities like table tennis or a visit to an escape room. After that, we wrap up the day with a delicious dinner at one of our favorite restaurants. These shared experiences not only bring us closer together but also provide a lot of fun and unforgettable moments.

My contribution to the xRM team

As a part of the xRM team I am glad to share my journey at DKV Mobility which has started already in 2018, when I began my apprenticeship as a specialist in application development alongside a professional bachelor’s degree program in business informatics.

I successfully completed the apprenticeship in early 2021. Following this, I completed my studies in mid-2022, and since then, I have been a permanent member of the xRM team after completing a trainee year.

Currently, I am pursuing a master’s degree in cyber security management. Starting as a developer in the web-based Microsoft Dynamics 365 environment, I am now responsible for the operational maintenance of this application, allowing me to gain insights into both the technical and operational aspects. To balance my work, I enjoy being physically active, taking boat rides across the sea, and having a good cup of coffee.