Considered the largest Brazilian retail network in Latin America, Multicoisas has 208 stores in 22 states across Brazil specializing in home improvement products and services. The company’s Technology & Innovation and Business teams provide support for technical and business issues. Previously, it operated its case management via email. “So much information was lost along the way or was forgotten”, says Tiago Berno, General Manager of Technology & Innovation at Multicoisas.
The company has adopted the Microsoft Dynamics 365 business application platform to unify all franchise support and service and all systems and processes. Case volume and complexity are significant issues across many areas of Multicoisas’s business. “Now, essentially all business operations are circulating within our Dynamics 365 system”, explains Berno. “We have about 5,000 cases per month.”Read More
With Microsoft Dynamics 365, agents can get a comprehensive overview of the Franchisee and Store with their entire lifecycle integrated in a single database, as Berno explains. “We have full visibility of the entire process from the moment a prospective franchisee begins their engagement with us until the time he or she becomes a franchisee and begins operating within our structure,” he says. “This was a fundamental reason behind our selection of Microsoft Dynamics 365, a solution which has allowed us to place our franchised customers at the center of our business processes.”
The sales process for franchising is complex: it consists of several steps ranging from prospecting to the opening of stores. Multicoisas previously used three to four different systems. Now, its processes are aligned in a single interface using Dynamics 365. For Berno, the biggest benefit was the visibility that the Dynamics 365 platform provides of the company’s workflows. “For successful management, we must first be able to measure our variables. Dynamics 365 gave a clear view of the sales funnel and our customer service”.