CASE STUDY

TAVIL is committed to implementing Microsoft Dynamics 365 Customer Insights, integrating it into its existing Dynamics 365 environment

The Challenge

TAVIL was using Dynamics 365 Customer Service as its customer support management tool. However, the marketing department relied on external solutions and largely manual processes for campaign and lead management. This situation led to a strong dependence on manual processes for campaign execution and tracking, a lack of full traceability throughout the lead lifecycle, customer information scattered across multiple tools, and clear difficulties in aligning marketing, sales, and service around a unified customer view.

TAVIL is a leading company in the design and manufacturing of automatic case packing, palletizing, and multi-format handling solutions. Founded in 1925, it has extensive experience in building industrial machinery and customized systems, delivering end-to-end tailored solutions for each client.

As a global company with an international presence, TAVIL operates across regions such as Latin America, EMEA, and North America, supporting its clients worldwide with local teams and a close-to-business approach.

The Journey

To address these challenges, TAVIL decided to implement Microsoft Dynamics 365 Customer Insights, integrating it within its existing Dynamics 365 environment.

The project was approached progressively and strategically:

Marketing Automation capabilities were implemented to optimize campaign execution, lead management and qualification, and the activation of personalized communications. This significantly reduced reliance on manual processes.
Customer information was consolidated into a single repository, enabling a 360° up-to-date and shared view across departments, improving data quality and ensuring full traceability of all interactions.

Analytical capabilities were introduced to measure campaign performance, identify business opportunities, and optimize strategy based on real data.

The Arrival

Carles Homs Ferrer| IT Project Director

“With Dynamics 365 Customer Insights, we have centralized customer information and automated key marketing processes. Axazure’s support and training were essential for quickly adopting the tool and starting to achieve results from the outset.”

With the implementation of Dynamics 365 Customer Insights, TAVIL has automated key marketing and lead management processes, improving operational efficiency and reducing dependence on manual tasks. The new approach enabled a much more structured tracking of the entire commercial lifecycle, resulting in improved conversion rates and a greater ability to prioritize higher-value opportunities for the business.

Thanks to this unified and up-to-date customer view, marketing, sales, and service teams have begun working in a coordinated manner, sharing data and context in real time.

Beyond the technology, the impact has also been organizational. Teams have adopted a shared customer-centric vision, reducing internal friction, accelerating decision-making, and improving the overall experience delivered throughout the customer journey. Additionally, Axazure has supported the teams with dedicated training sessions to ensure proper adoption of the tool and maximize the use of its capabilities from day one.

CONCLUSION

This project has enabled TAVIL not only to optimize its current operations but also to lay the foundations for a scalable digital ecosystem, ready for future integrations, new business units, and an increasingly personalized, data-driven customer strategy.

The implementation of Dynamics 365 Customer Insights thus becomes a key step in its digital transformation roadmap.