Softserve Customer Story

Global technology company SoftServe makes the most of Dynamics 365 Sales in the cloud Headquartered in Ukraine and with offices across Europe, North America, and Asia, SoftServe implements end-to-end IT solutions for companies looking to optimize business processes. SoftServe constantly aims to make the most of Microsoft solutions, including Dynamics 365. It recently moved its on-premises customer relationship management (CRM) system to the cloud to benefit from the platform’s full range of capabilities and further streamline processes and collaboration. The company also integrated Dynamics 365 Sales with LinkedIn Sales Navigator to drive sales and deliver targeted insights to its customer-facing teams. Customer Customer profile Software and services SoftServe SoftServe advises on and Dynamics 365 Sales Website: softserveinc.com provides cutting-edge LinkedIn Sales Country: Ukraine technology to reveal, Navigator Industry: Professional transform, accelerate, and Services optimize the way enterprises Customer size: Large and software companies do (1,000 - 9,999 employees) business. Global technology company SoftServe makes the most of Dynamics 365 Sales in the cloud “80 percent of users Founded in 1993 in Lviv, Ukraine, SoftServe has grown into a global IT services company with more than 9,000 employees. As a member of the Microsoft Partner Network, it provides have seen a major Microsoft-enabled solutions to accompany businesses on their digital transformation. improvement in how At the same time, SoftServe keeps looking at how to make the most of its IT investments for its own business. Hence, it took its previous customer relationship management (CRM) system the platform performs to the next level by implementing the cloud version of Dynamics 365 Sales, making it not only overall.” available for its Sales team, but for other departments as well, empowering them with the same insights on each customer. Akop Akopyan, A more powerful and intuitive platform Sales Operations Director, “We expanded our Dynamics 365 user base to our production functions, configuring the SoftServe platform’s access to the different teams based on their needs,” explains Akop Akopyan, Sales Operations Director at SoftServe. Having access to all that data and one single version of truth for all employees improved service delivery and collaboration across the company. The platform itself has also been upgraded with the move. “80 percent of users confirmed “The biggest benefit noticing a major improvement in how the platform performs overall. It runs 25 percent faster but also smoother. We’ve seen a 66 percent reduction in helpdesk tickets created,” says for us has been having Akopyan. a platform for all our The ability of Dynamics 365 Sales to seamlessly work with LinkedIn’s Sales Navigator tool— used to research and engage potential buyers across people’s professional social networks— business-related was another key benefit for the company. “Our business has grown. About 70 people now tasks—from email, to have access to LinkedIn Sales Navigator, and each of them has an individual subscription contract for us to manage,” explains Akopyan. “By shifting to Dynamics 365 in the cloud, we collaboration, to could consolidate and view all those contracts in one space.” customer relationship A unified cloud strategy Migrating its on-premises version of Dynamics 365 Sales to the cloud is part of a larger and resource strategy for SoftServe. “We want to have one unified ecosystem across all our on-premises management—all in and cloud-based applications using Microsoft’s large umbrella of solutions,” says Adriyan Pavlykevych, Chief Information Security Officer at SoftServe. one suite.” Going forward, SoftServe is looking to leverage Dynamics 365 Talent to automate its talent Adriyan Pavlykevych, acquisition process and anticipates even greater opportunities to further its all-cloud strategy. Chief Information Security “The biggest benefit for us has been having a platform for all our business-related tasks—from Officer, SoftServe email, to collaboration, to customer relationship and resource management—all in one suite,” Pavlykevych concludes. To find more stories like Digital transformation to: • Empower employees this, visit the global • Engage customers evidence website: • Optimize operations • Transform products customers.microsoft.com This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Document published May 2021 .

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