Dynamics 365
for a Medical Equipment Provider
A medical equipment provider implemented Microsoft Dynamics 365 to centralize sales and warranty tracking, replacing disconnected Excel and Outlook workflows. Integrated with SAP for finance, the platform provided real-time KPI dashboards, automated SLA timers, and an auditable history of hospital interactions.
Discuss Your Project →A medical equipment provider held back by spreadsheets and inboxes
A medical equipment provider partnered with We As Web to modernize its operations and move beyond inefficient, inbox-driven workflows and spreadsheets. The organization aimed to establish Dynamics 365 as a single, unified system for managing revenue and post-sale services. To achieve full operational alignment, the project required integrating this new CRM with their existing SAP finance system and creating a straightforward portal for hospitals to capture service tickets and documentation.
What prompted the project
The medical equipment provider had specific operational goals — unify the CRM, trace every interaction, and align finance with sales.
Unified CRM Adoption
Deliver a single CRM system that sales and service teams would actively use, featuring clean account and equipment data.
Traceability and Compliance
Centralize warranty and maintenance histories to provide traceable, auditable interactions for strict regulatory audits.
Financial Alignment
Ensure reliable data hand-offs to the SAP system so that revenue, billing, and forecasting numbers aligned perfectly across departments.
Executive Visibility
Provide leadership with live KPIs covering pipeline, conversion rates, service SLAs, and costs — eliminating blind spots and the monthly reporting scramble.
Why an expert partner was required
Before the modernization effort, the organization faced significant structural and operational hurdles.
What We As Web delivered
We As Web delivered a comprehensive Dynamics 365 and SAP integration to unify the client's operations — from sales through service through finance.
Dynamics 365 Rollout
Deployed Dynamics 365 Sales and Customer Service as the single source of truth for contacts, opportunities, products, warranties, and cases.
SAP Finance Integration
Bi-directional sync for products, pricing, orders, and billing milestones with consistent identifiers.
Hospital Self-Service Portal
A portal for ticket submission, document uploads, case status tracking, and knowledge articles linked to equipment records.
Service Workflows & SLAs
Case queues, warranty/maintenance entitlements, SLA timers, and escalation rules for faster issue resolution.
Power BI Analytics & Audit Readiness
KPI dashboards for both sales and service, plus complete interaction histories for regulatory audit.
From siloed spreadsheets to a fully auditable ecosystem
The transformation successfully moved the company from disconnected tools to a single, integrated operational backbone.
Sales cycles were shortened by 25% due to better prioritization and cleaner hand-offs to the service and finance teams.
Service resolution times improved by 40%, driven by automated SLAs, clear entitlements, and the hospital self-service portal reducing back-and-forth communication.
Finance teams closed the month faster; monthly reporting was reduced from a 10-day scramble to a much shorter cycle because SAP and Dynamics data reconciled reliably.
The client achieved end-to-end traceability for all hospital interactions, allowing for much smoother audits and superior business visibility.
Dynamics 365 + SAP, integrated end-to-end
A pragmatic enterprise stack — Dynamics 365 for CRM, SAP for finance, Power BI for leadership visibility, and a self-service portal that closes the loop with hospitals.
When sales, service, and finance finally speak the same language
A medical equipment provider running on spreadsheets, inboxes, and isolated SAP records cannot scale, audit, or forecast reliably. By deploying Dynamics 365 as the single source of truth, integrating it bi-directionally with SAP, and giving hospitals a self-service portal, we turned four disconnected processes into one auditable ecosystem.
The result is a 25% shorter sales cycle, 40% faster service resolution, monthly reporting that no longer takes 10 days, and end-to-end traceability for every hospital interaction. For any healthcare-adjacent organization running on disconnected tools, this is what "one source of truth" actually delivers in production.