Teknos, a global leader in paints and coatings, has partnered with Bofor, a renowned expert in business solutions, to advance its Customer Engagement Platform (CEP) project. This collaboration aims to redefine Teknos’ customer engagement by unifying business processes across marketing, sales, and customer service, powered by Microsoft Dynamics 365.
The decision to switch to a new CRM partner was made in October 2024 after a thorough evaluation process. Following the finalization of contracts, Bofor reacted swiftly, and the project kick-off was held immediately. Within just 1.5 months, Bofor completed the design phase by mid-December, providing a solid foundation for the implementation work. The goal is to have Phase 1 of the project ready for testing and change management by April 2025.
Collaboration to Drive Customer Engagement
The partnership reflects Teknos’ commitment to enhancing customer experience and operational effectiveness by leveraging innovative technology and expertise. Bofor brings a wealth of industry knowledge and hands-on experience in implementing scalable solutions, ensuring that Teknos’ business requirements are effectively translated into technical and operational realities.
“The CEP project, will build a unified platform to streamline our processes, while enhancing how we work, collaborate, and engage with our customers,” said Xiaoying Wang, Project Lead at Teknos.
Why Microsoft Dynamics 365?
After evaluating multiple vendors and platforms, Teknos selected Microsoft Dynamics 365 as the foundation for its CEP initiative. Microsoft demonstrated strong performance across all evaluation criteria, particularly in sales, customer service, and technical integration.
Key reasons for selecting Microsoft Dynamics 365 include:
- Seamless Integration: Alignment with Teknos’ existing Microsoft tools, including Office 365, Power BI, and Azure.
- Enhanced Functionality: Advanced features for customer service and sales efficiency.
- Competitive Pricing: Delivering great value with a scalable and cost-effective solution.
- AI-Driven Insights: Leveraging Microsoft Dynamics Copilot to streamline sales processes, automate routine tasks, and provide intelligent insights for improved productivity and customer experience.
Driving change with Bofor
“Our goal is to accelerate and clarify the translation of business requirements into technical solutions that enable a high-quality customer experience,” said Teemu Haataja, Co-founder of Bofor. “With our in-depth Dynamics 365 expertise, we look forward to delivering long-term value to Teknos and ensuring that system solutions align with their business goals.”
“To Teknos, it is important that Bofor brings best practices and sparks discussions to envision what our processes could look like in the future,” Wang added. “Their ability to facilitate these conversations and showcase how others have succeeded adds tremendous value.”
“This is more than just a technology project,” said Marcel Dissel, CCO at Teknos. “It’s an opportunity to rethink how we engage with customers and ensure our processes, systems, and tools are aligned with delivering exceptional customer experiences. This collaboration with Bofor and Microsoft will help us achieve this goal.”
Business Benefits
The CEP project is expected to deliver significant business benefits, including:
- Streamlined customer interactions.
- Enhanced collaboration and employee experience.
- A unified, scalable system to support long-term business growth.
“This investment represents Teknos’ commitment to driving both operational effectiveness and customer satisfaction,” said Craig Batey. “We’re confident that this partnership will deliver measurable benefits for our employees and customers alike.”
Next Steps
As the CEP project progresses, Teknos and Bofor will work closely with stakeholders across functions to take the learning from the design phase and going full speed with the implementation, With Phase 1 set to be ready for testing and change management by April 2025, this partnership underscores both companies’ commitment to creating a customer-centric future while leveraging cutting-edge technology and expertise.