ICAP Group | CRM

A multi-faceted and fast-growing B2B Service Provider, with a leading presence in South East Europe

The company

ICAP Group is a multi-faceted and fast-growing B2B Service Provider, with a leading presence in South East Europe, through 16 companies in Greece, Romania, Bulgaria, Cyprus and Serbia (which also covers the needs in Bosnia & Herzegovina and Montenegro).


With a clear strategy, a customer-centric approach, strong investments and new innovative services, ICAP Group is on a fast-paced track with both organic growth and acquisitions in Greece and abroad.
ICAP Group has 1,100 staff members with the experience and expertise, capabilities and enthusiasm to offer high-quality services to its customers. Additionally, the Group employs more than 2,500 employees on its customer facilities, through the Employment Solutions services.


Today, ICAP Group provides a very wide range of services, grouped into 4 major categories: Credit Risk Services, Marketing and Sales Solutions, Management Consulting and People & Employment Solutions.

Business Challenge

ICAP Group used an old version of Microsoft Dynamics CRM to meet individual sales and customer needs.

Due to the increased volume of business, complexity of business and multi-family architecture, the Group sought a modern CRM system that would:


  • adopt advanced technologies
  • meet the standardization needs of its multidisciplinary services
  • cover the sales and customer service processes of all business units
  • provide unified tracking of all relevant results through a system

The solution

To meet the above needs, ICAP Group addressed to Data Communication on the basis of its extensive experience in implementing Microsoft Dynamics projects.
The upgrade of the existing system in its new version was implemented, in addition to the development and utilization of the functional areas of Sales, Customer Service and Marketing and the creation of complex and multiple interfaces with other Group systems in order to assemble the system of Sales and Customer Service, from all the Group's applications.

  • The following functional areas were exploited:
    • Account Management and Sales Force Automation through Leads, Opportunities and Quotes
    • Customer Service through Cases, Activities and Contracts
  • Special functions and interfaces were developed within the framework of the Interconnection with the Organization's internal systems and with the Group's web portals
  • The new system has been fully integrated with Microsoft Dynamics NAV - Innovera through Microsoft Connector, completing the solution at all communication levels

The system is being used by about 80 users.


With the adoption of Microsoft Dynamics CRM, ICAP Group enjoys:

  • Utilization of international best practices and cutting-edge technologies offered by Microsoft Dynamics CRM
  • Exploiting system integration inherently with other Microsoft productivity solutions (Microsoft Office, Microsoft Outlook) and with Dynamics 365 Business Central - InnovEra
  • Standardization and Automation of commercial processes as a whole
  • Automation of a sales cycle and its integration with the orders, billing and pricing order cycle of all types of Agency Agreements
  • Concentration, consolidation and rapid deployment and dissemination of valuable commercial data and information from all of the Agency's activities in a single system
  • Enhanced 360 customer view & Customer Intelligence high-quality Global Enhanced Customer Activity and Interaction with Customers
  • Continuous Improvement of CXi and CSi (Customer Experience & Customer Satisfaction)
  • Improving the accuracy of trade forecasts
  • Implementing practical data-driven decision making and accelerating the decision-making cycle
  • Providing an ever-up-to-date global commercial image to Management
  • Flexibility of adapting the system to business needs
  • High reliability of generated reports


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