Expeditors
Expeditors
Transforming Expeditors’ sales and customer interactions
Fortune 500 logistics company modernizes sales and customer engagement with HCLTech and Microsoft solutions
Overview
Expeditors, a Fortune 500 service-based logistics company, has expanded its client base in recent years — but its existing technology was struggling to keep up with the growing volume of sales and customer data. The company relied on several homegrown legacy systems that required time-consuming manual data entry.
The Challenge
Legacy systems hindered productivity and sales responsiveness
As technical debt increased, company leaders grew concerned that productivity could decline and sales might ultimately suffer. Due to homegrown legacy systems that required manual data entry, sales teams spent excessive time searching for information needed to respond to client inquiries promptly. As the client base continued to grow, the technology struggled even more to keep up with increasing volumes of sales and customer data.
The Objective
Adopt a modern CRM to streamline communication and access to real-time data
Expeditors recognized the need to implement an advanced customer relationship management (CRM) solution to streamline communications and enable teams to access real-time data for client needs. This would allow staff to focus on high-value work — engaging with clients and proactively addressing their challenges.
The Solution
HCLTech and Microsoft deliver integrated sales and customer insights
To streamline sales and customer insight processes, HCLTech partnered with Microsoft to propose two solutions:
- Dynamics 365 Sales to manage the entire sales cycle from lead capture to deal closure
- Dynamics 365 Customer Insights to collect customer data and create journey maps for a holistic client view
This approach enables Expeditors to deliver more personalized client experiences. The Dynamics 365 solution meets 99% of Expeditors’ requirements out of the box.
The Impact
Significant business improvements through automation and data centralization
- Enhanced operations: Greater access and control over client data while automating several manual tasks — resulting in more efficient and effective processes
- Improved service experience: Enhanced client communication through an automated email process that allows Expeditors to easily track interactions
- Centralized benefits: Unified client and business data within a single system, enabling Expeditors to deliver authentic, personalized experiences, improve response quality and reduce issue resolution time
- Productivity gains: Accelerated decision-making, improved productivity and enabled sales representatives to spend more time engaging with current and potential clients and securing new business
This transformation highlights how pragmatic optimism and the right technology partnership can drive real progress — not just for operations, but for every client interaction. At HCLTech, we believe in finding better ways to help our clients grow, adapt and succeed.
Crown Castle
Crown Castle
Crown Castle: Transforming sales with AI-powered CRM
HCLTech implemented Microsoft Dynamics 365 Sales with Copilot to enhance sales operations and forecasting accuracy for Crown Castle, a leading provider of wireless infrastructure services to major US carriers.
Overview
Crown Castle delivers wireless communication infrastructure services, including towers, fiber solutions and cell networks, to major US carriers such as AT&T, Verizon Wireless and T-Mobile. HCLTech implemented Microsoft Dynamics 365 Sales with AI-powered Copilot capabilities to transform Crown Castle’s sales operations and improve forecasting accuracy.
The Challenge
Legacy CRM hindered sales efficiency and data transparency
Crown Castle’s existing CRM system lacked proactive seller support, offered limited data transparency and produced unreliable pricing forecasts. The cumbersome one-to-one order-to-opportunity process restricted best practices implementation, while Excel-based workflows obscured the complete customer experience.
The Objective
Transform sales operations with intelligent CRM and AI-driven insights
Crown Castle set out to modernize sales operations by adopting an intelligent CRM platform. Their goal was clear — deliver accurate forecasting, streamline workflows and provide a comprehensive view of the customer journey. They also wanted sales teams to tap into AI-driven insights for sharper pre-sales accuracy and more reliable revenue forecasting.
The Solution
Deployment of Microsoft Dynamics 365 Sales with Copilot integration
HCLTech deployed Microsoft Dynamics 365 Sales, enhanced with Copilot for Sales AI capabilities, to create an intelligent sales assistant that proactively guides users. The solution brought together LinkedIn Sales Navigator and integrations with JD Edwards, Marketo and CCI Sites, giving teams a single source of truth and deeper data visibility.
The Impact
AI-powered CRM delivers measurable improvements in sales operations
- Enhanced sales intelligence: Sales teams now benefit from Copilot recommendations and proactive sales guidance, leading to smarter decisions and higher opportunity conversion rates.
- Unified customer view: A centralized platform replaces fragmented Excel workflows, offering real-time, integrated data from multiple systems and a complete customer experience.
- Improved forecasting accuracy: AI-driven analytics and Power BI reporting provide trustworthy pricing and volume forecasts, supporting better strategic planning across the sales organization.
- Streamlined lead management: LinkedIn Sales Navigator integration, combined with AI capabilities, enables automated lead creation, contact updates and seamless communication management directly within the CRM.
At HCLTech, we believe in pragmatic optimism — using technology to solve real business challenges and drive progress. This transformation at Crown Castle is a testament to what’s possible when innovation meets practical execution.
Euroclear
Euroclear
Euroclear accelerates migration from Salesforce to Microsoft with HCLTech
Euroclear is a leading post-trade services provider for global financial markets, facilitating securities settlements and safekeeping.
HCLTech partnered with Microsoft to migrate Euroclear users from Salesforce to Dynamics 365 Customer Engagement, leveraging the XitForce accelerator and AI-powered Copilot capabilities.
The Challenge
Euroclear faced a heavily customized 15-year-old Salesforce environment that created high maintenance complexity, technical debt and poor user adoption with low ROI. The organization needed to modernize before license renewal in March 2026 while ensuring uninterrupted business operations.
The Objective
Euroclear decided to fully migrate its Salesforce CRM to Dynamics 365 Customer Engagement to optimize sales and customer service processes. The focus was on enhancing efficiency through AI-driven automation, improving customer 360 visibility and leveraging seamless Microsoft Cloud integration for streamlined operations.
The Solution
HCLTech partnered with Microsoft Industry Solutions Delivery on this project, deploying XitForce, a zero-cost solution accelerator developed by HCLTech that significantly accelerates and derisks Salesforce.com replacement projects.
This approach automated metadata extraction, customization identification and data migration mapping to reduce traditional weeks-long assessment processes to hours. The solution delivered an estimated 40% cost savings while enabling AI-powered Copilot integration.
“Harnessing the latest developments in cloud, AI and analytics is a critical enabler of Euroclear’s strategy and a driver of innovation and new business without compromising resilience.”
Valérie Urbain, CEO, Euroclear
The Impact
The AI-enhanced D365 implementation transformed Euroclear’s customer engagement capabilities across 2,200 users, delivering substantial operational improvements and establishing a foundation for intelligent, data-driven customer interactions.
- Accelerated migration timeline: XitForce reduced assessment and migration planning from weeks to hours, achieving more than 40% cost savings while ensuring a seamless transition from a legacy Salesforce environment to a modern D365 platform.
- Enhanced sales intelligence: AI-powered Copilot extensions provide advanced insights and recommendations, enabling proactive sales processes through optimized notifications, triggers and intelligent opportunity identification for improved customer engagement.
- Unified customer experience: Integrated customer 360 view across sales and service functions with seamless Microsoft Cloud connectivity, streamlining territory management, account planning and cross-functional collaboration for 2,200 users.
- Operational excellence: Automated sales and customer service processes minimize manual efforts while delivering data-driven recommendations, supporting uninterrupted business operations and consistent performance meeting customer expectations.
This transformation highlights how pragmatic innovation and strategic partnerships can help organizations move beyond legacy challenges and build a resilient, future-ready foundation. At HCLTech, we’re committed to helping clients realize tangible outcomes — faster, smarter and with confidence.