Case Study: Husqvarna Group achieves a unified customer view and improved sales and service with Avanade

Global leader in outdoor power products aligns customer care and sales to deliver an improved customer experience

Husqvarna Group, the world’s largest producer of outdoor power products, was struggling with disparate systems and manual processes across nearly 30 customer care locations, which produced a fragmented view of customers and inconsistent handling of multi-location accounts. The company sought a global solution to harmonize service and sales operations and improve the customer experience for its dealers and retailers.

Avanade implemented an on‑premises Microsoft Dynamics CRM and the Avanade CRM for Contact Centre across 1,100 customer care and field sales workers in 28 countries (EMEA and APAC), integrating telephony, knowledge management and mobile capabilities. The unified platform gives agents a complete customer view, speeds issue resolution, simplifies reporting, automates sales tracking and planning, and enables mobile sales visits—resulting in better data integrity, more efficient operations and an improved customer experience.

Husqvarna Group

Martin Gustafsson

Project Manager Business Development