ADEZZ was growing quickly across Europe, but its technology stack couldn’t keep up. The company relied on a custom-built ERP for accounts and quotes, a separate Dutch customer service tool, and Microsoft Teams for calls—with no central CRM.

This created several issues:

• Fragmented data and siloed teams – Sales and service couldn’t see a full 360-degree view of customers or open quotes and cases.
• Manual quotation tracking – Follow-ups were handled largely by hand, with limited insight into conversion rates.
• Multilingual support gaps – Only a few employees could handle French, German, or Polish inquiries, which slowed response times and hurt consistency.

To support its ambition to double revenue and maintain its promise of fast, high-quality service, ADEZZ chose to unify sales and service on:

• Dynamics 365 Contact Center for voice, chat, and email
• Dynamics 365 Sales for structured opportunity and quotation management
• Copilot in Contact Center for real-time translation and call transcription

The familiar Microsoft interface, tight integration with Office 365 and Power BI, and a clear AI roadmap were key reasons ADEZZ reimagined its customer operations around Dynamics 365.

By moving to Dynamics 365, ADEZZ brought sales and service onto a single platform and reshaped how teams work with customers.

Key outcomes include:

• Faster response and fewer abandoned calls – ADEZZ now meets a 10-second response target and has lower call abandonment, thanks to unified voice, chat, and email in Dynamics 365 Contact Center.
• Higher first-contact resolution – When a customer calls, representatives see all transactions and previous interactions in one view, which helps resolve more issues on the first call.
• Better quotation tracking and conversion insight – ADEZZ introduced a pyramid model for tracking projects, clients, and quotes. Every step is captured in Dynamics 365, eliminating double counting of quote versions and enabling accurate measurement of real conversion rates.
• More structured follow-up – Automated tasks and centralized quotation data mean the system, not managers, drives follow-up. Sales reps are expected to clear their tasks by week’s end, improving control over the quotation pipeline.
• On-the-go productivity – Account managers use the Dynamics 365 Sales mobile app to access up-to-date contact details and submit visit reports from the field, saving time and improving data quality.

Together, these changes support ADEZZ’s broader goals of doubling revenue and improving customer satisfaction while managing growth across multiple countries.

ADEZZ uses AI and analytics to rethink how it serves customers in different languages and markets.

Multilingual customer support with Copilot

• Real-time translation in five languages – Copilot in Contact Center enables ADEZZ to support customers in the Netherlands, Germany, France, Poland, and the United Kingdom with real-time message translation.
• No need for large multilingual teams – Customer service representatives can understand and respond in the customer’s preferred language, helping ADEZZ expand into new regions without hiring people who speak “five or six languages.”
• Transcription for better follow-up – Copilot transcribes phone calls, so service and sales teams can review what was discussed and coordinate responses, especially for complaints or complex cases.

Data-driven decisions with Power BI

• Hourly data feeds from the ERP into Power BI give near real-time visibility into performance.
• ADEZZ tracks margins by customer group, country, and material, as well as transportation costs, helping refine pricing and shipping policies.

Looking ahead, ADEZZ plans to extend its AI use with Microsoft Copilot Studio and Foundry Agent Service to automate templated responses, recognize common questions, and suggest product information—further reshaping how the company scales support across its portfolio.