In a significant step towards digital transformation, FARAD SA, a leading manufacturer of high-quality heat exchangers for the maritime industry, has partnered with DIS to implement Microsoft Dynamics 365 Sales & Customer Service. This strategic initiative marks a shift for FARAD as it adopts a modern, cloud-based CRM platform to optimize sales and customer service, while ensuring flexibility, scalability, and customer-centric growth.
Founded in 1979, FARAD SA has built a strong reputation for its innovation in heat exchanger technology and its exceptional services. With a clear commitment to improving the customer experience, FARAD chose DIS to lead the implementation of Microsoft’s leading CRM solution.
Unified CRM for Sales and Service Excellence
The implementation of Microsoft Dynamics 365 Sales & Customer Service allows FARAD SA to consolidate all customer data, sales opportunities, and service processes into a single, intelligent platform. Through built-in automation, artificial intelligence analytics, and multi-channel service capabilities, FARAD can now:
- Have a complete 360° view of the customer, enabling seamless collaboration between sales and service teams.
- Automate lead management, opportunity tracking, and after-sales support workflows.
- Use advanced analytics to identify trends, forecast demand, and prioritize sales efforts.
- Provide fast, personalized support via email, chat, and phone, increasing customer satisfaction.
- Maintains seamless integration with existing ERP systems, improving coordination and data accuracy.
Customized for the Industry Sector
Recognizing the specific needs of FARAD, DIS customized Microsoft Dynamics 365 functions to track component specifications, manage technical service requests, and bridge communication between production and support teams. This level of customization ensures that the CRM is not only technically powerful, but also functionally effective.
Strategic Results and Business Impact
The collaboration between DIS and FARAD S.A. is already delivering measurable business value:
- Accelerate sales cycles and improve lead-to-order efficiency
- Strengthen customer relationships through proactive and connected service
- Simplify collaboration across departments, from sales to support
- Reducing costs through workflow automation and reduced manual effort
- Scalability through the cloud to support FARAD’s international growth
CRM expertise with business impact
This project exemplifies DIS’s expertise in CRM implementation and its ability to align Microsoft Dynamics 365 with complex industry requirements. It also highlights the power of CRM, enabling manufacturers such as FARAD SA to modernize their operations, empower their teams, and enhance their customer experience.
What the DIS team says
The project with FARAD SA is a model of digital transformation in the industry. With Microsoft Dynamics 365, we created a unified and powerful CRM base, perfectly tailored to their industry.” — CRM Team, DIS
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