SOLUTIONS
CRM Built for Manufacturing & Distribution Excellence
Strengthen your teams with a unified, AI-powered growth engine tailored to your industry
Failing to deliver with traditional sales and service models
Today’s customers demand fast, seamless, and personalized experiences as a baseline. However, traditional customer engagement is often fragmented across marketing, sales, and service – generically-built for any industry. The result?
- Inconsistent customer experience across touchpoints
- Low visibility into installed base, usage, and service history
- Missed revenue from upsell, cross-sell, and post-sale monetization
expect relevant, personalized information based on their decision journey
wish companies would respond faster to their needs changing
Accelerate growth across marketing, sales, and service with a reimagined customer experience
Forward-thinking companies are shifting their customer engagement approach from product-centric to customer-centric. At MCA Connect, our proven methodology focuses on lifecycle customer value by aligning strategy, process, and technology to deliver a unified, AI-powered growth engine.
Strategy
- Orient around customer lifecycle value, not product
- Build pre & post sales journey strategies by persona
- Set KPIs for growth, retention, and service
Process
- Align cross-functional processes
- Integrate end-to-end journeys from lead to service
- Embed feedback loops from service to sales
Technology
- Deploy D365 for automation across sales, service, and marketing
- Integrate Inspire Platform ® for a 360° customer view
- Infuse Al for churn prediction, automation, and personalization
Key Benefits
With MCA Connect as your modern CX provider, you can expect:
Industry-Tailored Expertise
Our team specializes in manufacturing and distribution, meaning your CRM is designed with your workflows, challenges, and goals in mind – not a generic template.
- Proven methodologies for industrial digital transformation
- Deep understanding of supply chain, production, and customer lifecycle
- Industry-specific solutions to accelerate your success
Unified Customer View
With Customer 360°, powered by MCA Connect Inspire Platform®, you gain an end-to-end view of every customer interaction across sales, service, and marketing.
- Centralized data for smarter decision-making
- Personalized experiences at scale
- Real-time insights into customer behavior and needs
AI-Powered Engagement
Leverage built-in AI and pre-built AI agents to automate tasks, predict customer needs, and optimize engagement.
- Predictive analytics for sales and service
- AI-driven recommendations and sentiment analysis
- Intelligent chatbots and virtual agents
Seamless Integration
Dynamics 365 integrates natively with tools like Teams, Outlook, Microsoft 365 suite, Power BI, and Azure – plus your existing Dynamics 365 ERP system.
- Deep experience with dual-write integration for seamless, real-time data synchronization between CRM and ERP
- Streamlined workflows across departments
- Enables faster adoption and enhanced collaboration
Key Benefits
What leading companies can achieve with a modern CX platform
12-20%
revenue increase
from cross-sell, upsell, and renewals
5-15%
higher customer retention
through proactive service and
personalized engagement
12-20%
revenue increase
from cross-sell, upsell, and renewals
5-15%
higher customer retention
through proactive service and
personalized engagement
Recovery Framework
Enable smarter decisions with connected customer data
Modern customer experience is about anticipating needs, personalizing interactions, and making smarter decisions across the entire customer lifecycle. Our Customer 360° solution, powered by MCA Connect Inspire Platform®, goes beyond unlocking visibility and reporting to:
Personalized After-Market Parts
Know when a part likely needs to be replaced before it does. Proactively offer replacements and engage with customers to increase revenue.
Personalized Service Messaging
Deliver the right message to the right customer at the right time… whether it’s a service reminder, upgrade offer, or loyalty incentive.
Customer Service Intelligence
Equip service teams with full visibility: last purchase, most purchased items, service interactions, rewards tier, and what it takes to move them up a tier. Use this data to run targeted promotions and improve satisfaction.
Customer Profitability Analysis
Calculate and analyze the true cost of servicing a customer to understand which customers are not profitable, and making pricing / freight adjustments accordingly
Churn Prediction
Don’t wait for customers to leave. Use AI to identify early signals of customer disengagement and flag at-risk accounts so you can intervene with retention strategies before it’s too late.
Customer Segmentation & Persona Insights
Identify high-value buyers vs opportunistic shoppers. Target premium SKU upsell opportunities and tailor messaging by persona.
Churn Prediction
Discover product affinities – like customers who buy pump applicators also needing filters or accessories. Use these insights to bundle, cross-sell, and increase average order value.
Churn Prediction
Not all opportunities are equal. Use AI to predict which bids are worth pursuing based on likelihood to win and customer lifecycle value.
Churn Prediction
Project which customers have the greatest potential to become strategic accounts. Engage them with exclusive offers, loyalty programs, and strategic account engagement.
With MCA Connect Customer 360°, you’ll have real-time insights into:
- Your most profitable customers and programs
- Estimate accuracy
- Bid optimization metrics
- Program costs over 3-5 years
- Turnaround times for work orders
- Escalation rates and resolution efficiency
- Resource and scheduling utilization
- Customer troubleshooting patterns and service impact
And more!
In Good Company:
MCA Connect Delivers a Modern Customer Experience Across Manufacturing & Distribution
Improved Connected Field Service visibility and cash flow, reduced errors, and cut order close times by 70%. Their solution was deployed in just 4 months and transformed operations from manual work to automated execution.
Established a modern, unified platform across customer sites in 13 countries. This resulted in improved first-time fix rates, optimized efficiency, clear communication between siloed teams, and more satisfied customers.
Automated end-to-end workflow including tailored pricing & promotions, RMAs and return management, and real-time insights for inventory, customer history, and team performance. Their solution was complete with Dynamics 365 omnichannel voice and AI-powered chat.
Won more bids with their new proactive and sales-oriented process and gained global visibility for all teams within one system of record, without any gap in forecasting and budgeting cycles before the ERP went live.
Replaced Salesforce with Dynamics 365 for enhanced customer experiences, automated workflows improved adoption, and better decision-making.
Recovery Framework
Lead the industry with your modern, unified CRM
With MCA Connect and Dynamics 365, you get more than a CRM – you get a strategic platform built to help manufacturing and distribution companies personalize engagement, optimize service, and grow smarter.
Let’s explore what’s possible.
Start with a CRM Envisioning Session to see how MCA Connect’s intelligent customer experience solutions can work for your business.