NAV CTi Case Study - Clinical Research Dental

Customer Focussed Business Requirements

One of our customers, Clinical Research Dental, who are based in Canada sell a large variety of dental products such as dental instruments and hygiene goods, and also offer scheduled dental conferences and ad-hoc on-site mini clinics. In addition, Clinical Research Dental are constantly searching for ways to improve dentistry through product development and are open to suggestions and feedback from customers and opinion leaders. To this extent, Clinical Research Dental needed a telephony system to receive calls regarding their products and associated orders from both customers and vendors, they also needed a process to support calls for the booking of their various courses and seminars. Another key requirement was for their new phone system to integrate with Microsoft Dynamics NAV, their core enterprise resource planning system.

Prior to the installation of NAV-CTi, Clinical Research Dental only had an outbound TAPI (Telephony Application Programming Interface) solution, which allowed them to select a number from a screen for an outbound call. However, for inbound calls they had to manually search NAV for customer and/or vendor records. Our customer needed the ability to directly record information about both inbound and outbound calls.

With the implementation of NAV-CTi and the Intelli-CTi Breeze Bar which can sit on the users’ desktop, either docked to the edge of the screen or sitting discretely minimised, both inbound and outbound calls communicate automatically with Dynamics NAV.

Inbound Calls and Screen Pop

With NAV-CTi when the Clinical Research Dental call handlers receive a call, a separate screen pops up listing the potential Contacts based upon the incoming telephone number. If the number is not in the database, the call handler is given the option to extend the search or create a new Contact.

Having selected the appropriate Contact, the card is opened and information pertaining to them will be displayed, including sales, purchase and financial related information – a full history. In addition, they are able to update the Contact Card itself and record information about the call such as the reason for the call and the outcome, and even create new orders within Microsoft Dynamics NAV along with the auto-update of the date and duration.

Outbound calls from within NAV

Similarly, after the system has made an outbound call from a Contact card using the action buttons on the ribbon, the call handler can update the record appropriately.

A Proven Solution

With the Dynamics NAV-CTi solution, Clinical Research Dental employees have up-to-date information at their fingertips and it allows them to deliver a more personal, attentive service which is tailored to each distinct customer. Our NAV-CTi solution saves time, prevents errors and ensures that information is stored correctly.

“The NAV-CTi solution from Dynamics Consultants has enabled us to improve our customer service and response times, as we no longer have to search through the system for contacts or information. We’ve received comments from clients saying how impressed they were that their account details were available so quickly and how ready we were ready to assist them. Also, we’ve had a few additional, bespoke enhancements which have been implemented seamlessly even though we are on different continents!“ - Brent Bachner, Information Technology Manager at Clinical Research Dental

Find out More

Watch our demonstration video to learn how Dynamics NAV-CTi can support your telephone operatives and save your business valuable time. Further information is available from our brochure.

The Dynamics NAV-CTi solution is part of the Dynamics Consultants Communication Management Add-on Suite which enhances existing NAV features or adds functionality that would otherwise be unavailable. All of our Add-on solutions are Certified for Microsoft Dynamics (CfMD).

Teresa Parker

Teresa was previously our office manager, and knows the business inside out. As the business has grown, she has grown to being head of the department and taken on the HR Manager role, responsible for taking on new staff and the ongoing development through our training and mentoring schemes.