Summary
Sonata partnered with a leading manufacturer in the bedding industry, to address challenges in lead management, supply chain visibility, and outdated customer-facing systems. By leveraging Microsoft Dynamics 365 ERP and Power Platform, Sonata built a resilient supply chain and customer service platform. This initiative resulted in increased conversion rates, improved operational efficiency, and minimized supply chain disruptions.
Client Overview
Client is a manufacturer of beds, foundations and bedding accessories.
Headquarter
United States
Revenue
$1.8B
Number of Employees
5000+
Pressure Points
The client faced challenges in lead conversion, warehouse efficiency, system resilience, and supplier analytics, hindering overall business performance.
Lead Management
Ineffective lead management processes hinder conversion rates and revenue growth.
Supply Chain Visibility
Manual processes in warehouses causing delays and limited visibility into bottlenecks.
System Resiliency
Low resiliency of existing systems with vulnerabilities and dependencies.
Supplier Analytics
Lack of analytics capabilities for evaluating supplier performance.
Customer Experience
Outdated customer-facing solutions with limited features.
The client sought to achieve higher conversion rates and increase revenue by refining and expanding their lead and opportunity management processes. They aimed to enhance supply chain visibility and improve fulfilment quality. Additionally, they wanted to elevate the customer experience by implementing a modern, feature-rich platform to replace their outdated legacy systems.
Solutions
Sonata deployed Dynamics 365 ERP and Power Platform to establish a robust supply chain and revamp the customer service platform, enhancing sales and customer experience. The implementation, from project initiation to go-live, included seamless integration with existing systems, along with tailored customization to meet specific requirements.
Integrated lead management capturing leads from various channels (web, stores, etc.).
Integrations using plug-ins, Power Automate flows, and custom processes.
Supplier portal with content management, performance metrics, and third-party application integrations.
Digitized safety processes and incident management.
Technology Used
- Dynamics 365 ERP
- Power Platform
Results that Speak Volumes
Improved lead conversion through timely notifications to sales teams
Enhanced supplier experience with increased engagement and collaboration
Modernized warehouse systems for improved efficiency and resiliency
Real-time tracking for better operational efficiency
By the Numbers
10-15%
increase in conversion rates
60%
reduction in supply chain disruption risks
20%
reduction in lead times for key suppliers and logistics partners
