Regional CRM Implementation for Omnichannel Growth at Ananas

Ananas E-commerce implemented a regionalized Customer Relationship Management solution to centralize customer data, automate marketing and sales processes, and improve customer support across multiple channels. Built on Microsoft Dynamics 365, the platform enabled structured customer engagement and seamless integration with key supporting systems

About the Client

Ananas E-commerce is a single marketplace connecting buyers, merchants, and employees, which has evolved into a comprehensive ecosystem supporting multiple business sectors.

Challenge

The organization faced several limitations in managing customer relationships and operational processes:

– Lack of centralized management of client and platform user information
– No unified view of sales and marketing activities
– Inadequate tools for handling customer cases and complaints across multiple channels

These challenges limited visibility, coordination, and customer experience consistency.

Our Solution

Comtrade System Integration implemented and regionalized a Microsoft Dynamics 365 CRM platform tailored to Ananas’s e-commerce operations.

The solution focused on:

– Marketing automation using ClickDimensions
– Centralized customer and interaction data
– Process automation across sales, marketing, and customer support
– Integration with Geomant Contact Centre Service and the Comtrade Messaging System
– Support for omnichannel customer communication

Results & Benefits

The CRM implementation delivered clear operational and customer experience improvements:

– Enhanced customer engagement through segmentation and personalized communication
– Improved sales and marketing effectiveness via integrated data warehouse solutions
– Streamlined marketing automation and campaign execution
– Improved customer support across call centers and e-commerce platforms
– Faster and more structured handling of customer inquiries and complaints

Project Goals Achieved

– Improved customer experience through personalized and structured engagement
– Centralized information management
– Automation of sales, marketing, and support processes

Key Numbers

– 6 months implementation period
– 4 integrated communication channels
– 24 months of ongoing support
– No limit on the number of tickets handled