Advanced Polymers Monday Whatsapp Case Study

Advanced Polymers Monday Whatsapp Case Study

monday.com, monday.com Case Study

How Advanced Polymers Centralized Customer Communication with monday.com & WhatsApp

Advanced Polymers relies on fast, accurate communication with customers to coordinate deliveries and respond to inquiries. However, as the business grew, customer conversations managed through individual WhatsApp devices created operational challenges.

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Industry:

Manufacturing / Distribution

Company Size:

Enterprise

Solution:

monday.com Implementation
WhatsApp Integration
CRM Integration
Workflow Automation

The CRM Team
}
13 Apr, 2026
23 Mins Read

“Integrating WhatsApp with monday.com transformed our customer communication. What was once fragmented and reactive is now centralized, trackable, and highly efficient.”

Jackie Snyman – Finance Team Leader

Overview

Advanced Polymers relies on fast, accurate communication with customers to coordinate deliveries and respond to inquiries. However, as the business grew, customer conversations managed through individual WhatsApp devices created operational challenges.

In partnership with The CRM Team, Advanced Polymers integrated WhatsApp with monday.com, transforming fragmented messaging into a centralized, trackable communication workflow tied directly to their CRM and delivery management processes.

The Challenge

Before the integration, customer communication was difficult to manage and monitor:

  • Messages handled directly on individual phones with limited team visibility
  • Inconsistent follow-ups and risk of missed messages
  • No central record of customer communication history
  • No reporting on response times or conversation volumes
  • Conversations not linked to customer records, orders, or deliveries

This lack of structure made it difficult to maintain continuity, accountability, and service consistency.

Key Challenges

The CRM Team implemented a WhatsApp-to-monday.com integration, enabling Advanced Polymers to centralize all customer conversations inside their operational workflows.

How the process works today:

  • WhatsApp messages automatically create or update records in monday.com
  • Each message is logged against the relevant customer or delivery
  • Teams can add internal notes and status updates directly in the same board
  • Notifications ensure timely responses and issue escalation
  • Customer conversations are now tied directly to orders, deliveries, and CRM data

The result is a single system of record for both operations and customer communication.

Centralized Communication & Visibility

All WhatsApp conversations are now logged and accessible within monday.com, giving teams a shared view of customer interactions and delivery updates.

Stronger Accountability & Traceability Managers can Track

  • Open vs. resolved delivery inquiries
  • Communication history linked to deals and orders
  • Message volumes by inquiry type

Improved Response Times

Customer inquiries are no longer dependent on a single individual’s phone. Teams can collaborate internally before responding and ensure timely follow-ups.

Enhanced Customer Experience

Customers now receive proactive updates about deliveries and benefit from faster, more consistent responses, strengthening trust and planning.

“We no longer worry about missed messages or lost context. Every message is tied directly to our CRM, giving our team full visibility and accountability.”

Jackie Snyman – Finance Team Leader

Internal & Customer Benefits

For Internal Teams

  • Full visibility into ongoing customer communication
  • Clear ownership and accountability
  • Reduced duplication of messages
  • Easier collaboration between sales and operations
  • Simplified tracking of inquiries linked to deliveries and orders

For Customers

  • Real-time delivery updates
  • Faster responses and clearer information
  • Consistent service even if their primary contact is unavailable
  • Seamless conversations without repeating context

Conclusion

By integrating WhatsApp with monday.com, Advanced Polymers successfully transformed its customer communication processes.

With centralized conversations, improved response times, and complete visibility into customer interactions, the business now delivers a more reliable and professional customer experience while empowering internal teams with better collaboration and accountability.

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Advanced Polymers Monday Whatsapp Case Study

Wonga Enhances Dynamics 365 Capability

Microsoft, Microsoft Case Study

Wonga Enhances Dynamics 365 Capability with
The CRM Team

Wonga relied on Microsoft Dynamics 365 to support critical business operations but faced several limitations impacting efficiency and scalability.

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Industry:

Financial Services

Solution:

Microsoft Dynamics 365 Support
CRM Optimisation
Workflow Enhancement
Advisory Services

The CRM Team
}
09 Apr, 2026
8 Mins Read

BUSINESS CHALLENGE

  • Lack of in-house expertise to effectively manage Dynamics 365 CRM and Customer Journeys
  • Inefficient workflows and limited data visibility across teams
  • Challenges configuring and maintaining Dataverse applications
  • High reliance on external support for troubleshooting and enhancements

These challenges created operational inefficiencies and limited the organisation’s ability to fully leverage its CRM investment.

APPROACH

The CRM Team adopted a hands-on, collaborative approach:

  • Worked closely with stakeholders to understand operational requirements
  • Provided proactive recommendations to improve workflows and system usage
  • Delivered training and guidance to build internal capability
  • Supported troubleshooting while enabling self-sufficiency

THE SOLUTION

The CRM Team partnered with Wonga to deliver ongoing support and strategic guidance across their Microsoft ecosystem.
Key areas of support included:

  • Continuous support for Microsoft Dynamics 365 Services
  • Optimisation of Microsoft Teams Member licensing
  • Workflow enhancement and system configuration
  • Platform stability and issue resolution
  • Advisory services aligned to business needs
  • Skills transfer and user enablement

A strong focus was placed on empowering Wonga’s internal team, reducing reliance on external support over time.

“The CRM Team provided expert guidance and support for our Dynamics 365 CRM environment. Their team enabled us to better understand the system and build internal capability, resulting in improved support, increased efficiency, and better system performance.”

Thys de Bruyn
Technical Operations Manager, Wonga

RESULTS & BUSINESS IMPACT

The partnership delivered measurable improvements across Wonga’s operations:

OPERATIONAL EFFICIENCY

  • Automation of manual processes reduced workload and improved accuracy

IMRPOVED SYSTEM PERFORMANCE

  • Optimised custom functions enhanced platform performance

COST OPTIMISATION

  • Reduced spend within the Dataverse environment

ENHANCED VISIBILITY & REPORTING

  • Improved insight to agent performance, system activity, and data accuracy

STRONGER INTERNAL CAPABILITY

  • Increased ability to manage configurations and resolve issues internally
  • Reduced reliance on external support

WHY THE CRM TEAM

The CRM Team combines deep Microsoft expertise with a practical, enablement-driven approach, helping organisations not only optimise their CRM platforms but also build the internal capability to sustain and scale success.

LOOKING AHEAD

Wonga continues to partner with The CRM Team to further enhance their Dynamics 365 environment and drive ongoing operational excellence.

Unlock the full value of your CRM investment. Partner with The CRM Team to optimise, scale, and take control of your Microsoft Dynamics environment.

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Unlock the full value of your CRM investment with Microsoft Dynamics 365 and The CRM Team.

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Air Products Accelerates Sales Transformation with Dynamics 365 – Achieving Real-Time Visibility, Efficiency, and Data Trust

Air Products Accelerates Sales Transformation with Dynamics 365 – Achieving Real-Time Visibility, Efficiency, and Data Trust

Microsoft Case Study

Air Products Accelerates Sales Transformation with Dynamics 365

Achieving real-time visibility, operational efficiency, and trusted sales data through a strategic CRM implementation by The CRM Team.

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Industry:

Manufacturing & Industrial Gas

Company Size:

Enterprise

Solution:

Microsoft Dynamics 365 Sales

The CRM Team
}
29 Jan, 2026
15 Mins Read

Arthi Govender
GENERAL MANAGER: MARKETING, AIR PRODUCTS

“Microsoft Dynamics Sales has created a focused approach to lead management, improved turnaround times to customers, and built synergy between business areas. The CRM Team’s commitment, expertise, and local support have been world-class.
Their transparency and dedication made this journey a success.”

Overview

In 2023, Air Products set out to replace their legacy CRM with a unified, scalable, and intelligent sales platform. After a thorough evaluation of multiple providers, Air Products selected The CRM Team based on their deep understanding of the company’s systems and processes, strong local support structure, and proven ability to deliver Microsoft-based solutions with precision and quality. The CRM Team deployed Microsoft Dynamics 365 Sales enabling Air Products to centralise customer data, streamline sales processes, and empower commercial teams with real-time visibility, analytics, and integrated workflows across Microsoft 365.

Key Challenges

  • Disconnected systems leading to duplicated data entry
  • No single source of truth for customers or sales activities
  • Lack of visibility into leads, renewals, scheduling, and forecasts
  • Manual quoting and fragmented reporting
  • Limited analytics and reactive decision-making
  • Loss of critical insights during staff turnover

Solution Delivered

The CRM Team implemented a modern, integrated CRM powered by:

Dynamics 365 Sales

  • Centralised sales and customer management
  • Intelligent lead tracking and opportunity management
  • Real-time activity visibility and forecasting
  • Automated quoting linked with Air Products’ ERP data
  • Seamless use across Outlook, Teams, mobile, and web
  • Consolidated customer data for deeper engagement

Noluthando Maraqana
MARKETING BUSINESS PARTNER, AIR PRODUCTS

“Dynamics 365 Sales has centralised our customer data and improved day-to-day operations. The detailed reporting gives us real-time insights and supports better decision-making. The CRM Team was professional, knowledgeable, and deeply invested in understanding our business.
We truly selected the right partner.”

Outcomes & Business Impact

  • Faster lead turnaround times and improved customer engagement
  • Reliable data and consistent reporting across all divisions
  • Better forecasting and visibility enabling proactive management
  • Strong user adoption due to system usability and training
  • Efficient quoting and structured workflows, reducing delays
  • Year-on-year improvements in customer service, supported by real-time commercial visibility

Pregie Maistry
SALES MANAGER, AIR PRODUCTS

“The system has transformed how our sales teams work. We now have instant access to leads, real-time visibility, and structured workflows that help us respond faster and support customers better. Working with The CRM Team has been seamless – they understood our challenges and guided us through every step.”

Key Wins

  • A scalable CRM foundation supporting Air Products’ long-term growth
  • Increased collaboration across sales units
  • Enhancements in sales efficiency, customer service, and decision-making
  • A successful implementation marking a milestone for The CRM Team in the gas and manufacturing industry
  • A trusted partnership built on transparency, alignment, and shared goals

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Discover how The CRM Team can help your organisation build smarter customer connections and achieve operational excellence with Microsoft Dynamics 365.

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Customer Success Story Toyota Industries Corporation

Customer Success Story Toyota Industries Corporation

Microsoft Case Study

Improving Global Service Operations and Maximizing Uptime with Microsoft Dynamics 365

Toyota Industries improved after-sales service efficiency, reduced man-hours, and enabled predictive maintenance through Microsoft Dynamics 365 Field Service, IoT, and Azure.

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The CRM Team
}
Oct 12, 2025
15 Mins Read

Toyota Industries Corporation Improves Service Operations to Maximize Uptime for Their Customers

For Toyota Industries, the deployment of Microsoft Dynamics 365 for Field Services enables them to visualize the added value to its customers, helps improve work efficiency, reduce man-hours and shift to paperless operations.

Customer

Toyota Industries Corporation

Products & Services

Azure
Dynamics 365 Field Service
Microsoft Services

Industry

Automotive

Organization Size

Corporate (10,000 plus employees)

Country

Japan

“We strive to provide uniform, quality after-sales services in a global partnership with Microsoft. Going forward, we want to create a mechanism to collect forklift data by using IoT and telematics to prevent failures.”
Mr. Michio Yonezawa
General Manager, Services Department

Maximize Uptime by Leveraging Forklift Data

Toyota Industries aims for further growth in the business of industrial vehicles that have grown into a business that accounts for 60 percent of the company’s.

Mr. Michio Yonezawa, General Manager, Service Department, spoke of the significance of maximizing forklift utilization by offering after-sales services that meet the business needs of their forklift customers.

“The mission of the Service Department is to improve our after-sales services and establish strong relationships with our customers, so that we can receive additional orders from them. We think that offering satisfying after-sales service ultimately contributes increase sales.”

Improving Global After-Sales Service Operations

The company wanted to offer high quality services globally, and decided to introduce Dynamics 365 for Field Service as the primary tool for managing the after-sales service skills and operations for those distributors offering services to forklift customers all over the world.

They wanted to improve their operational management accuracy, shift to a paperless process, reduce man-hours, and increase efficiency.

They would do this by visualizing business KPIs in digital form, and laying out a framework to help boost their strengths and compensate for any weaknesses in various regions.

Partner Selection and Technology Strategy

Mr. Yonezawa explained the reasons for selecting Microsoft Enterprise Services as their partner in achieving their objectives.

“Microsoft has many great accomplishments as a global IT company, and above all, Microsoft Enterprise Services made an achievement to implement our systems to our European sites. In addition, Microsoft Enterprise Services not only understands the latest technologies, but they also develop systems based upon our after-sales service operations, and they provide global assistance. They will help us achieve our goal of global expansion.”

Leveraging IoT and Cloud for Preventive Maintenance

Toyota Industries plans to perform maintenance prior to the occurrence of failures, which also necessitates linkage technologies between the Microsoft cloud and IoT.

The company uses Azure to collect machine information of their forklifts in operation. Linking information related to after-sales service from GMSS to the machine information in the cloud is expected to assist the Service Department in performing the right maintenance at the right time, preventing forklift failures from occurring at minimal cost.

“Sudden failures greatly hinder the customer’s business activities, and generate extra-budgetary expenses. Previously, we conducted regular inspections in accordance with the guidelines based on how long the machines had been operating. By leveraging the machine information collected via telematics, inspections can be carried out in response to the customer’s usage, thereby reducing their burden,” explained Mr. Yonezawa.

Visualization of Business Operations and Paperless Transformation with GMSS

Toyota Industries chose Microsoft Dynamics 365 for Field Service which is already in worldwide use, cooperates with the latest technologies including IoT, AI, and machine learning, and enables practical applications to visualize and improve after-sales service operations for GMSS development.

Mr. Senichiro Kondo, General Manager, Overseas Service Operation, Service Department, stated the reasons for selecting a cloud-based system for improving their after-sales service operations.

“Since we manage operations in countries except for Europe and North America, the cloud enables us to facilitate management in a unified manner, and lay out a framework that helps provide the same services worldwide. In addition, Toyota could differentiate itself from its competitors by being first to introduce IoT to the service operations. Our competitors have not done this yet. The Microsoft cloud meets our security guidelines and we did not hesitate at all to use the cloud.”

Initial Deployment and Operational Improvements in India

India was selected to be the first country for the deployment of GMSS, which occurred in February 2018.

“One reason we chose to deploy GMSS to India first is that we directly manage the distributors with standard service operations and it would allow us to examine their cost-effectiveness in detail. Another reason is that, if it is proven cost-effective in India, where wages are low, we could promote the deployment of GMSS to distributors in other countries,” said Mr. Kondo.

In India, approximately 80 field service technicians had been receiving instructions on after-sales service operations in written form or manually.

Technicians’ visit plans had been written on white boards, and material preparation before the visits was time-consuming.

“The introduction of GMSS based on Microsoft Dynamics 365 for Field Services enabled the dispatchers to prepare and allocate instructions to give to the technicians. A mobile device app scheduled customer visits, periodical inspections and repair work for the technicians. Service reports can now be displayed on a screen, explained to the customer, signed by the customer, and submitted to the technician’s superior in a paperless stream, resulting in a significant improvement in work efficiency,” said Mr. Ryo Makino, Group Manager, Planning Group, Overseas Service Operation, Service Department.

Various materials, including service materials, maintenance check sheets and visit histories, can now be accessed from mobile devices, helping reduce preparation time.

Toyota Industries intends to reduce technician man-hours by 20 percent to 25 percent with this system in India.

Global Expansion and Future Outlook

GMSS will have been deployed in Vietnam by June 2018, and then expanded into Singapore, Malaysia, South America, and Japan after that.

“Nowadays, there are fewer technicians available, and more problems with an aging workforce and shortages. We want to deploy a system and create an environment where problems with paper are eliminated, and work can be performed in a safe and efficient manner to attract more human resources,” said Mr. Kondo.

To conclude, Mr. Yonezawa said, “Our next goal is to achieve improved failure prediction together with Microsoft. We want to identify what makes our customers happy to tell us that choosing our service was the right idea. We also want to sample forklift data, use it to facilitate the design and development of future forklifts, and deliver better products and services to our customers.”

Toyota Industries will continue to improve the quality of their after-sales services and boost customer satisfaction and sales growth as it approaches the 100th anniversary of its foundation.

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Customer Success Story Takeuchi

Customer Success Story Takeuchi

Microsoft Case Study

Cutting Order Creation Time from Hours to Minutes with Experlogix and Microsoft Dynamics NAV

Takeuchi transformed dealer and customer order creation by implementing Experlogix CPQ with Microsoft Dynamics NAV, dramatically reducing configuration time and improving pricing accuracy.

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The CRM Team
}
Oct 12, 2025
15 Mins Read

Success Story

Founded in 1963, Takeuchi was the first company to introduce the compact excavator to North America, transforming the North American construction equipment market and positioning Takeuchi as a leading provider of compact earthmoving equipment.

Challenge

Takeuchi was poised to launch several new, compact equipment models but recognized that its time-to-market was seriously constrained. Takeuchi’s existing enterprise technology platform was over-taxed especially its labor-intensive product configurator.

Takeuchi’s existing product configurator was entirely menu-driven. Every feature selected in one menu had to be properly linked to desired items in other menus. It was common to end up with thousands of permutations with numerous errors. Those had to be found and corrected before the configuration could be released to production. The process took hours.

The company also lacked a state-of-art customer portal where dealers and customers could access real time pricing and configure their own orders.

“Takeuchi is a premium product, and we wanted customers to also know that we are very competitive,” says Jonathan Pollard, IT Manager.

“The company was at a crossroads. We were faced with either adding more programmers to rectify system deficiencies or find a new product,” Pollard says. “We run very lean, and adding more programmers went against that.”

Long term, the existing configurator simply didn’t provide the foundation needed to scale with company growth.

“As a twenty year technology veteran, I immediately spotted the level of support, confidence, and knowledge that Experlogix offered. It really stood out.”
Jonathan Pollard, IT Manager

Solution

Takeuchi started by selecting Microsoft Dynamics NAV ERP as the base of its new technology platform. When Pollard searched for configurators that integrated with it, Experlogix Configurator always came up top of the list.

Company

Takeuchi
Pendergrass, GA
www.takeuchi-us.com

Corporate Details

Takeuchi US is a wholly owned subsidiary of Takeuchi, a global leader in compact construction equipment. Takeuchi US provides a premium line of products including excavators, track loaders, wheel loaders, and skid steer loaders, all offering maximum maneuverability and power. It serves a dealer network, builders and landscapers, and the rental equipment industry across the United States and Canada.

Products

Microsoft Dynamics NAV
Microsoft SharePoint

Success Story

“As a twenty year technology veteran, I immediately appreciated the level of support, confidence, and knowledge that Experlogix offered. It really stood out,” Pollard states.

The company invited a short list of vendors to showcase their products. They asked other providers how their products handled certain requirements, and they told us they didn’t really know. This was a situation Pollard knew made for a high potential of implementation cost overruns.

“Experlogix came in and wanted to know how we run our business. They wanted to understand what our requirements were. They listened. And then they told us how much it would cost. They molded their product around our needs,” he says. “They did some pretty interesting integration work to make it all work.”

“I wish all my vendors were like that.”

Result

By implementing Experlogix CPQ for Dynamics NAV, Takeuchi is seeing immediate benefits internally and externally.

From an administration perspective, Takeuchi was able to shift responsibility for new product configurations and maintenance of existing models to the sales department. Instead of requiring programmers to handle configurator maintenance, one product specialist trained in Experlogix now easily manages it all.

Externally, customers and dealers now create all quotes and orders using Experlogix CPQ through a portal. Previously, according to Pollard, it used to take three hours to configure an order. Today, it takes 10 minutes.

Pricing is also simplified. All equipment and component prices are maintained online, rather than on paper-based price sheets. This makes it easy for end users to look at pricing via the customer portal. The single system sign-on ensures that customers are directed to the proper pricing schema for the class they’re in. In this way, pricing is more tightly controlled.

The company’s website typically receives more than 1,000 to 1,500 daily log-ins. All customers visiting have direct access to configure their own orders using Experlogix CPQ.

Experlogix CPQ also helps Takeuchi control and monitor the critically important issue of product branding. Fonts, colors, and logos can be changed, added, or deleted through a common tool set. This also helps Takeuchi ensure that products are going to market as advertised.

“We received excellent support throughout the Experlogix implementation and continue to receive excellent support,” says Pollard. “There’s never been an issue that they’ve not been able to resolve. From a business, budget, and engineering perspective, I couldn’t be happier.”

Benefits

Quote and order configurations reduced from three hours to 10 minutes
Order errors dramatically reduced
Faster time-to-market for new products
Sales administrators maintain configurator versus software programmers
2,000 plus daily customer sign-ons do self-service order configurations
Appropriate product branding ensured throughout dealer network

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Discover how The CRM Team can help your organisation build smarter customer connections and achieve operational excellence with Microsoft Dynamics 365.
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