How to Integrate the Sales Process and Back Office in Dynamics CRM
In the dynamic world of sales, it’s essential to keep all stages of the process aligned and integrated — especially when involving the back office. Within the Dynamics CRM environment of an industrial company, we faced the challenge of unifying sales and back-office activities following the purchase of a generator. In this post, we’ll explore how we overcame this challenge by implementing an innovative solution using a BPF – Business Process Flow – within the invoice entity.
Challenge
Users of Dynamics CRM were experiencing difficulties in following clearly defined processes at each stage of the sales journey. The integration between the sales team and back office after a generator purchase required an effective tracking method, which was previously managed via Excel spreadsheets, CRM checks, SharePoint, and SAP. The challenge was to create a solution that would streamline this tracking process.
Solution
The proposed solution was to implement a Business Process Flow (BPF) within the invoice entity. Sales representatives handle the process up to the order stage, at which point the back office takes over — using the BPF to perform validations and monitor key post-sale activities such as assembly, delivery, invoicing, and other essential checks. This approach centralizes all required steps and business logic in a single location, making it easier for both teams to monitor progress.
The implementation of the BPF proved to be a success, receiving approval from the industry’s back-office team. The solution has been in use for some time, replacing Excel spreadsheets and unifying previously scattered processes. Additionally, there are ongoing improvement plans and future integrations in the pipeline — further enhancing the system’s efficiency.
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