The Digital Upgrade: Uniting Dynamics 365 CRM with Smarteeva's Complaint Automation

An international diabetes technology innovator specializing in insulin delivery systems found their manual CRM system could not support modern workflows. Service representatives spent excessive time on documentation due to the complete absence of any AI integration or smart functionality.

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Where manual complaint management once required a month of work, Smarteeva now delivers FDA-ready reports in minutes.

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The Challenge

Manual CRM with no AI integration, investigation delays, unstructured complaint data

• Manual interdepartmental data sharing created risks of missing information and duplicated records
• System lacked capability to track current reporting updates and analytics
• No integration to support auto-generated PMS reports or data auto-population
• Unoptimized workflows ruled out automated investigation management

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How Smarteeva Solved It

Smarteeva partnered with the customer to design and deploy a purpose-built solution:

1. API-connected system automating data exchange with existing CRM (Dynamics 365)
2. Autonomous complaint generation from case issue inputs with zero manual intervention
3. Automatic country detection with instant MDR, MIR, CVR, and ORR generation
4. Decision tree analysis triggered by complaint inputs, generating populated MDR reports in seconds
5. LLM-powered complaint summaries from support team intake notes
6. Configurable case workflow within CRM with seamless data transfer to Smarteeva
7. Undo complaint feature for correcting incorrect or incomplete entries