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Automative Retail

Customer service representatives gain a 360-degree customer view through CRM integration

Delek Motors, a distributor of passenger and commercial vehicles in Israel, had owned 22% of the market with brands such as Ford and Mazda. When Delek acquired a franchise to import the BMW luxury car brand in 2011, their CEO made a strategic decision to invest in improving the customer experience to grow Delek’s market share.

This involved setting up a new customer call center, and implementing a customer relationship management (CRM) – integrating with core business applications residing on the company’s AS/400. Delek Motors turned to Elad Systems, a Microsoft Gold partner, to implement Microsoft Dynamics CRM, and to OpenLegacy to facilitate the integration to the AS/400 applications.

Within three weeks, using OpenLegacy, they were able to incorporate more than 120 AS/400 screens into the CRM platform, without making any changes to the underlying AS/400 environment.

Download the full case study to learn how Delek Motors gained a 25% productivity boost for employees, and increased conversion rate and speed – leading to positive ROI for the project, which was completed on time and under budget.