Ambit Group: Implementation of Dynamics 365 CE at BUSS AG

Implementation of Dynamics 365 CE at BUSS AG

In May 2019, after an extensive evaluation, BUSS AG decided to partner with the Ambit Group and to implement Dynamics 365 Customer Engagement (CE) in a phased manner.

As an internationally active Swiss company, BUSS AG offers its customers solid values in the form of high-quality compounding systems and reliable services. As a leading supplier of compounding technology, the development and manufacture of the corresponding machines and systems is one of its core competencies. Thanks to a strong sales and service presence in its main markets, BUSS is always close to its customers: worldwide, for over 70 years. Exceptional performance, uncompromising fairness and good relations with all its partners are its guiding principles.

"As the management of BUSS AG, we had identified that there was a lot of backlog in the digitalization of business processes, especially at the interface with our customers. For the implementation of our ambitious goals as well as a completely new, cloud-based software landscape, we needed a competent, experienced partner, which we found with Ambit Group. In particular, the direct line to Ambit management and the transparent project and cost structure from the very first moment convinced us, and we are looking forward to further cooperation with great enthusiasm," says Dr. Philip Nising, CEO of the BUSS Group.

The initial situation

The first task was to transfer the sales processes from the current situation to a future-oriented concept. BUSS AG uses an ERP with several instances as its core system. The ERP covers the main processes that are important for a manufacturing company. In the area of today's requirements for (partly mobile) work with customers in sales, customer service and marketing, an ERP is not very convenient and does not offer the desired functionality and agility. In addition, especially in sales and service, the integration of Microsoft 365 (Exchange, Outlook, SharePoint/Teams) is of great importance in daily work. This was one of the main reasons why BUSS AG opted for the Microsoft platform.


Challenges and initial project period (Sales)

The sale of high-quality machines and complex systems for plastics processing is a long-cycle business. It can take months or even years from an initial enquiry to an order. Different people and roles work on a sales opportunity, and a broad team of different stakeholders must also be managed on the customer side. For this purpose, the future solution was developed and implemented, adapted to the specific needs of the sales department. It was particularly important to create a 360° view of customers, contacts, installed machines and sales opportunities. Especially in sales projects, the process-based management is an enormous gain. Everyone involved can see at a glance which phase the sales opportunity is in, which activities have been completed and which are planned. In addition, the information from the CRM also helps at management level to understand the sales pipeline and to map the forecast, including the impact on procurement, accordingly. Another aspect of the project was that the employees of BUSS AG can work securely with the systems, regardless of location, i.e. even in the home office or while travelling.

The automated interface between ERP and Dynamics 365 CE provides the sales department with central information such as machines installed at the customer's premises (installed assets), current service orders or key figures from financial accounting. This reduces unnecessary interactions and enables more efficient interaction with the customer.

After the conception phase, Dynamics 365 Sales was implemented and introduced into the organization within 6 months using an agile/iterative approach.

With the completion of the initial phase in Sales, an important milestone was reached. In the process, the organization and the project team learned a lot about the Microsoft platform and the implementation of this type of project, and the partnership with Ambit could be further deepened. This was then also the kick-off for the collaboration on the next milestones.

"As the management of BUSS AG, we had recognized that there was a great need to catch up in the digitalization of business processes, especially at the interaction with our customers. For the implementation of our ambitious goals as well as a completely new, cloud-based software landscape, we needed a competent, experienced partner, which we met in the Ambit Group. In particular, the direct line to the Ambit management and the transparent project and cost structure from the very first moment have been convincing, and we are looking forward to the further cooperation with a lot of enthusiasm".

Philip Nising, CEO BUSS AG

Second project phase (Customer Service and Field Service)

In the next phase, a concept for the future service center including field service was developed. The Ambit service specialists worked hand-in-hand with the BUSS service team. With the introduction of Dynamics 365 Customer Service and Field Service, the specific service processes could be developed on the same data basis as the sales module. The focus was on establishing professional case management, working with queues and setting up a customer portal. This will enable customers to post their inquiries or problems 365/24 in the future. These inquiries are processed automatically in relation to the respective customer and the plant concerned. Consequently, this enables process-guided handling of incoming cases and an increase in response speed. BUSS customers no longer have to call or email, but can collaborate with the service team through the customer portal. The status of a case is monitored and escalated if necessary.

Some of the requests require the intervention of a service technician on site. Thanks to the close transformation of a case into a work order, the service technician deployment can be planned with all the information from the customer service module. The service technician always has the work instructions (checklists, etc.) digitally with him. The service technician can carry out his work at the customer's site using both the mobile app and the desktop version. As a result, BUSS AG can now schedule operations and monitor the results with significantly reduced effort and an improved overview. Increasing efficiency and more effective collaboration within the organization, and also with the customer, have been important goals of this subproject.

Change Management

This type of digitalization project has a large change component as well. Especially in an organization which has never worked with such systems before, it is enormously important that a step-by-step introduction is selected. That is why the roll-out of the new service applications was divided into digestible phases. The needs of the employees were continuously identified and taken into account during the further course of the project. This resulted in a high level of adaptation to the new working method and acceptance of the digital tools.


«Thanks to the new service center, we can record tickets centrally and without media discontinuity. We plan our resources such as material, time and effort more efficiently, are more economical in processing and are pleased with the positive feedback from our customers. With this project, we have made good progress in the digitalization of our service processes.»

Marco Senoner, Head of Business Development & Marketing, BUSS AG

Future prospects and partnership

The foundation has been laid and BUSS can take further steps in its digitalization projects. Topics such as IoT, webshop for spare parts and the development of a comprehensive customer portal are part of the roadmap. The Microsoft platform with its Azure services, Dynamics 365, Power Platform and Microsoft 365 will be playing a core role along with ERP. Whenever customer-based data and processes are involved, the Microsoft platform will support the BUSS AG team in achieving its ambitious goals.

Ambit Group is a proud partner of BUSS AG and is a living example of our performance promise "we make your ambition work". We thank for the trust placed in us and look forward to continuing our cooperation in the future.

BUSS AG briefly introduced

Global market leader in pioneering compounding technology

BUSS' core competencies lie in tailor-made compounding solutions, especially in connection with extremely demanding process engineering and product quality requirements. These competencies are based on over 70 years of experience in the development and production of compounding systems (BUSS Kneader) while continuously meeting the ever-increasing technological needs of the market.

Thus, BUSS AG owes its strength not to the size of the company, but to its ability to innovate, be flexible and respond quickly to customer needs in all aspects of compounding technology.

More information at:

Further Infomationen / Links