[Jesse Reyna]

Hi All,

Our company recently transitioned to a Hosted VOIP Solution. As part of this project, our post Go Live tasks were to look at the opportunities to integrate Inbound Calls into our Inside Sales Team (Call Center) to allow them to pop-up relevant customer information.  We are currently in Microsoft Dynamics NAV 2013 R2, our Hosted VOIP Solution is based on the Broadsoft platform and they work in conjunction with an integrator by Mondago called Go Integrator.  The base product allows popping the following cards: Contacts, Customers, Vendors, Employees, Salespeople & Bank Accounts from NAV via the Web Client.  All it requires is installing the app on the local client and configuring it to read from the NAV database to operate.

On our initial testing of this software, we were able to get Customers or Contacts to display, but a lot of our customer information is at a Ship-To level. Our question is, would the “best practice” be to convert all Ship-Tos to Contacts? Would this gain us more value as we used more of the inherent CRM functionality found in NAV and in future releases?  Are there any other products others have successfully implemented that they could share?  Any thoughts would be greatly appreciated.

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Jesse Reyna
Manager of Information Technology
Westinghouse Lighting
Philadelphia PA
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