Scattered customer data on one screen,
shared mailboxes handled in the CRM

The challenge

Macrogen provides genomics services to researchers in Korea and abroad. Customer, order and revenue data was scattered across several systems, and it was hard to track who had picked up inquiries sent to shared mailboxes.

What we did

After reviewing how each department worked, Qualisoft set up Dynamics CRM around Macrogen’s service lines and connected in-house systems such as the lab information system (LIMS) and ERP.

Shared-mailbox messages now arrive in the CRM and are assigned to an owner, and quotes are built per service and sent straight from the CRM.

Scope

• Single customer view — revenue, orders and quotes
• LIMS and ERP integration
• Shared-mailbox assignment and history
• Quotes and dashboards

What changed

Sales staff now see orders, quotes, revenue history and email correspondence together on one customer screen, and inquiries reach their owner without slipping through.