Cobuilder

Cobuilder achieves customer automation and segmentation with Dynamics 365 Sales  

About the company

Cobuilder is a technology company engineering digital solutions for the entire construction industry value chain, optimizing collaboration, boosting digitalization efficiency, and supporting sustainability. The company is headquartered in Oslo and is present in the UK, France, Belgium and Bulgaria with more than 120 employees. Since its establishment the company has been a major driver for innovation in the construction industry and a strategic contributor to ISO, buildingSMART, CEN and CENELEC. 

The challenge

Historically, the organization had been using Freshdesk and a Microsoft Dynamics CRM on-premise solution. It has also integrated Microsoft Dynamics NAV, known now as Dynamics 365 Business Central, for better financial management. With its expansion and growing business complexity, Cobuilder had been adding multiple software for sales and marketing tasks, although none of the solutions tested brought optimal results and seamless collaboration.  

This approach had even caused several challenges for the team. The usage of 3 different systems, the manual inputs, the growing number of mistakes, and the inability of salespeople to oversee and control client relations – tickets, requests, statuses, and more were impacting the organization negatively. As the issue had been developing Cobuilder turned to Isystems Group in search for the right partner to support the transition to an optimal sales management solution that would help the company increase client satisfaction and get the most out of every partnership. 

The solution

Cobuilder’s team was then convinced of the benefits of Dynamics 365 Sales as the best solution to optimize sales operations, one major step remained into consideration: the migration phase. To make sure we have gained their trust, we launched an assessment project together with Microsoft to review Cobuilder’s current system architecture and its readiness for migration to Dynamics 365 into the cloud.  

After releasing the project a single platform replaced all previously existing systems and tools used by the business. Not only did it replace manual with automated processes, but also strengthened the collaboration between different teams and introduced major improvements for salespeople and clients. Since Microsoft Teams has become the main tool for internal communication, sales teams are getting updates about their leads’ statuses directly on their chat.Thus they are now able to respond immediately and effectively when needed. Customer satisfaction rates have been boosted thanks to the automated feedback request sent to a user after they have been serviced. 

Key benefits

The integration of Dynamics 365 Sales transformed the way Cobuilder manages customer relationships, improves internal collaboration, and automates repetitive tasks. By replacing fragmented tools with a single platform, the company achieved better visibility, faster processes, and a more connected experience for teams and clients alike. 

1.Unified information and improved efficiency

• All key data – accounts, users, leads, and support tickets – is now stored in one central CRM system. 
• Updates and changes are performed in a single place, saving the Client Services team approximately 10% of their operational time. 
• Support tickets can now be directly linked to leads and accounts, eliminating unnecessary email forwarding and reducing back-and-forth communication between Sales and Support. 

“Dynamics 365 is a powerful but complex platform. Isystems’ expertise in shaping the system to fit our needs was instrumental in getting us up and running effectively.”, Antonio Kirilov, Senior Product Manager, Cobuilder. 

2. Automation and reporting 

• Support reports, previously created manually, are now generated automatically and accessible to all stakeholders at any time, saving around 4 man-hours per month. 
• A dedicated SLA reporting system allows the company to monitor service quality across multiple criteria – service agent, product, region, and type of request – supporting better decision-making and consistent service standards. 

3. Enhanced marketing and sales capabilities 

• Customer segmentation for email campaigns now takes 50% less time, and automations require 75% less engineering involvement. 
• Sales teams gain real-time visibility into leads and customer issues, enabling faster and more informed responses. 
• Teams can now collaborate more effectively, reducing errors and increasing overall client satisfaction. 

“The trust readiness of Cobuilder’s team for this project was the key to success. We wanted to demonstrate how the right infrastructure and the right tool together can make an impact on such a large group of stakeholders – employees, clients, suppliers, etc. And we needed them on board. I am glad that Cobuilder considered our requirements and are already taking real business advantage of Dynamics 365 Sales.”, Katerina Stoyanova, Project Manager, Isystems Group.

Despite these minor challenges, the overall impact has been highly positive: Cobuilder now operates on a single, connected platform that streamlines processes, strengthens collaboration, and provides a more personalized and responsive experience for every client. 

“No doubt, management and processing of leads, together with customer service and reporting automation, have improved dramatically since we integrated Dynamics 365 Sales. Now we are able to empower sales colleagues with more insights and tools to understand customer needs and build long-lasting relations with them.”, shared Mr. Kirilov.

Start your journey toward smarter customer management 

Ready to transform your sales and customer service processes like Cobuilder? Dynamics 365 Sales, combined with expert support from Isystems, can unify your tools, automate workflows, and give your teams the insights they need to build stronger client relationships.  

Get in touch with us today to explore how we can help your organization achieve better efficiency, collaboration, and customer satisfaction.