I worked in a defence company in the Middle East and one of the problems I had to fix immediately was their CRM system. This is because their CRM, customer systems and order management were a mess.
They manufacture defence solutions like unmanned and autonomous systems, as well as mass weapons like bullets, grenades etc. The problem was they had no good way to manage or show them to customers.
They couldn’t decide which CRM to buy and didn’t know how to connect it with SAP. Their sales team didn’t have a product catalog, no easy way to price services, and an old system that couldn’t handle their business. Whenever they needed information or wanted to customize an offer, they had to do everything by hand. This was a ridiculous situation for them.
Order management was even worse. Nothing was connected, approvals were manual, and delays were everywhere. Orders went out incomplete, and customers got mad. Missing deadlines was a normal situation. The sales team was always wasting their time putting out fires instead of selling, which was unacceptable!
They didn’t just need a new system. They needed a real fix which incorporated people, process and technology.
To help them solve their problem, my action plan was as follows:
- Created a great product catalog (in collaboration with their sales team) so sales managers could quickly put together quotes without hunting down info.
- Got their CRM working with SAP so customer data stayed current in both systems.
- Set up automation for the paperwork that was slowing them down.
- Straightened out their pricing so everyone got accurate numbers without endless emails and calls.
Here’s exactly how we got it done.
Customer Information Systems (CIS) with SAP centralize customer data, ensuring accurate billing, service management, and real-time insights.
Integrated with SAP, CIS enhances customer experience, reduces errors, and improves decision-making by providing a single source of truth across departments. This is critical for utilities, telecom, and public services where customer interactions and billing must be seamless.
10 Key Takeaways from My Journey with Customer Information Solutions in Defense
- Defense companies can’t survive with weak CRMs. Sales teams need good customer data to close deals and track who’s buying what. Without it, they’re basically flying blind.
- Most defense outfits have Stone Age systems. They’ll sell you space-age missiles but track your order on systems from 2005.
- When systems don’t talk, everything breaks. Orders fall through cracks, pricing gets messed up, and customers start wondering if you know what you’re doing.
- Sales people can’t sell when they’re buried in paperwork. If they’re digging through folders looking for product specs, they’re not out making money.
- A clean product catalog is worth its weight in gold. When sales reps can quickly put together packages without calling three different departments, deals close faster.
- Manual processes always—always—create errors. Wrong prices, forgotten approvals, incomplete orders. Computers don’t get tired or forget things.
- Connecting CRM with SAP stops the madness. No more copying data from one system to another or wondering if you’re looking at the latest information.
- New software alone doesn’t fix broken processes. You have to rethink how work flows through your company and get people on board with the changes.
- Seeing all your data in one place changes everything. When you can pull up a customer’s entire history in seconds, you’ll wonder how you ever worked without it.
- Do it right the first time or you’ll be fixing it forever. A proper system doesn’t just track customers—it makes your entire sales process smoother and more reliable.
The 4 Big Problems that were wrecking their Sales Process
This client had four huge problems killing their sales, burning out their team, and pissing off customers.
1. Customer Data Was a Total Mess
Their CRM was really a disaster. Sales team couldn’t keep track of anything:
- They would flat-out forget to call people back
- No one could find what they promised in last week’s meeting
- They looked like total amateurs to customers
In defense contracting, when you don’t call back fast, your competitor gets the deal. I’ve seen it happen a hundred times.
2. Pricing Was a Nightmare
Sales reps were stitching together quotes on random spreadsheets, which meant:
- Pricing was wrong more often than right
- Getting approvals took forever
- Customers got tired of waiting for straight answers
The sales team spent more time fixing quote mistakes than selling. Been there, fixed that.
3. Order Processing Was a Mess
After winning a deal, they had to manually type everything into SAP. Each order was a data entry nightmare. This created:
- Delays that made customers furious
- Extra work for already overwhelmed staff
- Mistakes that created even bigger problems
4. Product Info Was All Over the Place
Their products weren’t organized at all. Everything was buried in PDFs scattered across drives and sales couldn’t find what they needed when a customer was on the phone. Made it impossible to:
- Find specs during a call
- Answer technical questions without looking confused
- Come across as professional
I’ve fixed this exact problem for 15+ companies. These issues wasted money, burned out staff, and made selling way harder than it needed to be.
The solution wasn’t just buying new software—it was fixing their broken process from scratch. That’s what I did.
Companies say they want efficiency, but if they’re not tracking key metrics, they won’t know if things are actually getting better. We made sure to measure things like quote turnaround time, order accuracy, and response rates to prove the system was working.
Customer Information & Operations within an Integrated Solution
This defense client was drowning in broken processes. They didn’t need another fancy system—they needed someone to fix their mess. That’s where I came in.
I brought in Microsoft Dynamics CRM to clean up their customer data issues. Now their sales team can actually find client conversations without digging through fifteen different spreadsheets or sending panicked emails asking “what did we promise them last month?”
For their pricing headaches, I set up Experlogix. No more back-of-napkin calculations or wild guesses. And I added iPPE for standard pricing so everyone uses the same numbers instead of making stuff up.
The best part was everything connects directly to SAP Sales and Distribution. Orders flow through automatically—no more typing the same information five different times or explaining to angry customers why their order is stuck in processing…again.
No more pricing errors. No more lost customer information. No more order screw-ups. Just a system that actually works for real people doing real jobs.
I’ve fixed this exact problem so many times I could do it in my sleep. The difference is I actually understand how defense companies work, not just how the software works.
1. Microsoft Dynamics CRM: Centralizing Customer Information Data & Automation
Customer Data Was a Mess—Here’s How We Fixed It
Their sales team was drowning. Customer information scattered everywhere—buried in emails, old Excel files, sticky notes. Nothing talked to anything else. Anytime someone needed client details, they wasted half a day hunting it down.
Calls got missed. Follow-ups disappeared into the void. Deals took forever to close. Nobody knew what was happening with their customers, and it was killing their sales.
Fixing the Confusion
1. One Place for Everything
I set up Microsoft Dynamics CRM to be their single source of truth—customer inquiries, conversation history, active deals, orders, everything. No more jumping between five different systems to find basic information.
Now when a client called, sales reps weren’t frantically searching through email chains. Everything was right there. What products they were interested in? What price was quoted? What’s the next step? All in one screen.
2. Automation That Actually Helps
Before, the sales team spent half their day on paperwork—logging every call, tracking email threads, setting calendar reminders. Now the system handles the boring stuff.
- Calls and emails get logged automatically.
- Follow-ups get scheduled without manual work.
- Leads don’t vanish into thin air anymore.
3. What Actually Changed?
- Less time doing paperwork, more time selling.
- No more “I forgot to call them back” moments.
- Fewer issues, faster deals, customers who don’t hate them.
Instead of fighting against their own broken systems, the sales team could finally do their actual job—selling products and building relationships with clients.
2. Experlogix: Simplifying Complex Pricing and Quotation Processes
Fixing the Quoting Mess with Experlogix
Providing Quotations was a big problem for this client. Defense contracts get complex, and their sales team couldn’t price customer solutions right. They did calculations by hand, made mistakes, and wasted time fixing errors. They really needed help very quickly.
How We Fixed It
1. Provided Quotes That Work
I brought in Experlogix to fix their pricing problems. Now the system does the calculations based on set rules. All pricing was done based on actual costs and not on guesswork. No more embarrassing mistakes on quotes.
2. Faster Approvals. Applied a Delegation of Authority
In the previous world, getting approvals on quotes took forever. Quotes sat in inboxes for days while competitors won deals. Now approvals flow through the system on their own – all with Digital Signatures. There were no approval issues.
3. Pricing That Makes Sense and Based on Facts
Defense contracts have lots of moving parts – volume discounts, special terms, custom setups. With Experlogix, sales reps can adjust pricing without breaking rules or spending hours redoing math. It works for complex deals but keeps things organized.
Results
- Quotes now take hours instead of days
- No more approval delays
- Custom pricing that fits each specific contract
The sales team can focus on selling and building relationships instead of fixing pricing errors.
I’ve set up this solution for three other defense companies. It works every time.
A Slow Approval Process Kills Deals. Before we fixed it, this company had sales sitting on quotes for days waiting for sign-offs. If leadership doesn’t prioritize fast approvals, deals get delayed, and customers move on. Streamlining approvals is just as important as automating pricing.
3. IPE by Twenty5: Ensuring Consistent Pricing and Reducing Revenue Leakage
Fixing Pricing Issues with IPE
Pricing in defense contracts can kill your deal if you get it wrong. One mistake and you’re either bleeding money or pricing yourself out of the deal. This client needed a way to get pricing right—every time, no exceptions. It had to be based on data.
How We Fixed It
1) Cut the Pricing Guesswork
We put in IPE to make pricing consistent. Every quote had to follow the same rules—without any guesswork or random discounts. Customers got the same pricing every time, which built trust.
2) Stopped Money Leaking Out the Door
Before, pricing errors were costing them severe losses on specific deals. In defense contracts, a small pricing error can result in millions lost over the life of a contract. With automated pricing that followed company rules, we plugged those leaks before they could happen.
3) Pricing was done based on Real Data
More than standardizing pricing, IPE showed them what was actually happening. Instead of gut feelings, they could see pricing patterns and adjust to maximize profit without scaring away customers.
The Results
- Every quote used the same pricing logic—finally.
- Stopped losing money through sloppy pricing.
- They made pricing decisions based on facts, not Guesswork.
The sales team started closing deals and negotiating better contracts, which was the intention.
I’ve implemented this exact solution for two other defense contractors. You wouldn’t believe how much money they were leaving on the table before we fixed their pricing.
4. Integration with SAP SD: Streamlining Order Processing
No More Manual Orders —Everything was through the System
Once we sorted out sales and pricing, the next big problem was getting orders into SAP SD without manual steps. Before, everything was slow, difficult, and full of human errors.
Sales would close a deal, but then someone had to manually key in the order—which meant mistakes, missed details, and delays. That had to go.
How We Fixed It
1) Orders Moved Without the Extra Work
Now, Microsoft Dynamics CRM and Experlogix send orders straight into SAP SD. No one has to re-enter data, no one has to double-check numbers, and orders get processed right away. Sales teams close a deal, and it just happens.
2) No More “Where’s My Order?” Calls
Before, sales teams had to get updates on operations. Once we were done, they could see exactly where an order was, in real time. No need of unnecessary emails or back-and-forth telephone calls.
Meanwhile, operations finally had full visibility to prioritize shipments properly instead of waiting for the last minute.
3) Sales and Operations Finally in Sync
Before, sales teams were making promises operations couldn’t always deliver on. Today they are working from the same data, so no one’s caught off guard. What was promised was delivered.
The Outcome
- No more manual order entry.
- Sales teams stopped chasing order updates.
- Operations knew exactly what to prioritize.
- Clients got their deliveries on time, without excuses.
Instead of dealing with order problems all day, the team could focus on selling, shipping, and keeping clients happy—like they were supposed to.
5. Creating a Unified Customer Information & Relationship System
Bringing in Microsoft Dynamics CRM, Experlogix, iPPE, and SAP SD fixed their broken processes. We attacked the real problem—all the manual steps where mistakes happened—and built systems that worked together.
What Really Changed?
- Sales teams got back to selling. They stopped wasting time with Excel spreadsheets and hunting for missing information. They focused on making money—talking to customers and closing deals.
- Pricing and operations people trusted their work. The calculations were right. The orders were accurate. Everything followed company rules. Nobody second-guessed the numbers anymore.
- Management saw real results. No waiting for reports. No chasing people for updates. They watched sales pipelines and order status in real-time. They made decisions when it mattered.
This went beyond new technology. It transformed how everyone worked. The bottlenecks disappeared. They handled bigger contracts and complex deals without the usual fire drills.
I’ve done this exact fix for multiple defense companies. When the systems connect properly, everything else falls into place.
If you don’t clean up customer records, pricing tables, and order history before an integration, you’re just importing bad habits into a new system. We took the time to fix data quality upfront, which saved a lot of headaches later.
Step-By-Step process of the Customer Information System Implementation
1. Figuring Out What Was Broken
First thing I did was spend time with their team to see where the train was jumping the tracks. I watched them work, sat in their meetings, and asked questions nobody had bothered to ask before.
Their problems weren’t just crappy technology—they’d built these difficult workarounds that made everything take three times longer than it should.
In workshops with everyone from sales reps to the C-suite, I found:
- Their CRM and order systems were completely disconnected.
- Pricing was a total guessing game with errors everywhere.
- Customers waited forever for answers because staff had to hunt through five different systems.
After seeing the mess up close, I put together a plan that would actually fix their problems, not just put band-aids on them.
2. Setting It Up and Testing Everything
Time to get our hands dirty. We installed Microsoft Dynamics CRM for the customer stuff. Set up Experlogix and iPPE to handle their pricing chaos. Connected SAP SD so orders would flow without someone typing everything twice.
But I’ve been in this game too long to trust a perfect setup. The real world breaks things.
We ran through actual day-to-day scenarios—building quotes, running pricing, pushing approvals, processing orders—to make sure this thing wouldn’t fall apart when real people used it. Found a bunch of problems and fixed them before they ever went live.
3. Training the Team Without the Technical Jargon
An expensive system means nothing if people can’t use it. I did hands-on training with everyone who would touch this system.
I cut the technical jargon out and focused on what they actually needed to know:
- Sales teams practiced building quotes that didn’t take all day.
- Operations people learned to track orders without sending 20 emails.
- Everyone got to ask the questions they were afraid to ask in big meetings.
4. Making Sure Go-Live Didn’t Crash and Burn
Go Live day is where most projects die. I made absolutely sure this one didn’t. My reputation was at stake.
I stayed out with their team during the transition, fixing stuff on the fly when it broke.
- When something didn’t work, we fixed it immediately, not “next sprint.”
- When teams got stuck, I jumped in and showed them what to do.
- After launch, I kept checking in until I knew they could handle it themselves.
5. The End Result
This project fixed how they worked, not just their software. By staying in the trenches from planning through launch, we built something that actually fit how they needed to work.
The result? No more bottlenecks. No more pricing screw-ups. No more wasted time. Just a team that could do their real jobs without fighting their systems all day.
I’ve done this exact fix for seven different defense contractors. You’d be shocked how many millions they waste on broken processes.
Immediate Impact—What Changed?
Once we got everything working, the improvement was obvious. Errors disappeared, everything moved quicker, and for once, the team had tools that actually helped instead of getting in the way.
1. Quotes Went Out Faster
- They created quotes 40% faster than before.
- Sales people weren’t stuck waiting for approvals—they closed deals while competitors were still figuring out pricing.
2. Pricing Finally Made Sense
- The pricing errors that used to waste their time? Gone.
- Every customer got the same price for the same product—no more guesswork.
3. Orders Just Worked
- Mistakes in order processing dropped by 60%.
- Orders flowed straight into SAP without someone retyping everything.
4. Customers Stopped Getting Angry
- The CRM showed every interaction with every customer—no more “let me check my emails.”
- People got called back when promised. Questions got answered the first time.
The biggest change? The team stopped wasting their days fixing problems and started doing their actual jobs.
I’ve set up this exact solution for many defense companies, and it works every time—less time wasted, fewer errors, and a team that can focus on what matters.
Key Lessons that I took away
Every project teaches you something new, and this one was no different. Some lessons reinforced what I already knew. Others were hard-learned along the way.
1. The Right Tools Mean Nothing Without the Right Setup
Just because a company buys top-tier software doesn’t mean their problems go away. I’ve seen businesses throw money at tech, hoping it’ll fix everything. It doesn’t. If the tools don’t fit the process, they won’t help. The real work is in configuring them properly and making sure they work together.
2. Process First, System Second
This client had systems in place, but their workflows were a mess. Fixing broken processes comes before plugging in software. A CRM, pricing tool, or ERP won’t save a company if their internal way of working is flawed.
3. Training Isn’t a One-Time Thing
Handing over a system and walking away is a guaranteed failure. If people don’t know how to use it, they’ll find workarounds—or worse, ignore it completely. Training has to be practical, hands-on, and ongoing. A single session won’t cut it.
4. Go-Live Support is Non-Negotiable
No matter how much planning goes into a project, something will go wrong at go-live. A missing setting, a confused end-user, a process that looked good on paper but falls apart in real use. The difference between a smooth transition and a disaster is having someone there to fix issues in real time.
5. Leadership Buy-In Matters More Than Features
A system that’s technically perfect will still fail if leadership isn’t involved. If the people at the top aren’t pushing for change, the people below won’t adopt it. The best projects have leadership that’s engaged from start to finish, not just signing off on a budget.
At the end of the day, tech is only part of the solution. Change management, process alignment, and real engagement from the people using the system are what make the difference.
A CRM, pricing engine, and ERP need to work together from day one. If teams are still manually moving data between systems after go-live, something went wrong. We made sure everything flowed automatically.
Questions You Might Have...
1. What are Customer Information Solutions (CIS) in the defense sector?
Customer Information Solutions in the defense sector are specialized systems designed to manage and analyze vast amounts of data related to personnel, logistics, operations, and security. These solutions ensure that critical information is processed securely and efficiently, supporting mission readiness and compliance with defense regulations.
They help defense organizations track resources, monitor operational efficiency, and maintain accurate records for strategic planning and decision-making.
2. Why is customer data management important for defense organizations?
Customer data management is crucial for defense organizations as it enhances operational efficiency, supports strategic decision-making, and ensures compliance with regulatory frameworks.
Accurate and up-to-date data allows defense agencies to allocate resources effectively, improve mission planning, and respond swiftly to evolving threats. Without proper data management, defense organizations risk data fragmentation, security breaches, and inefficient operations that can compromise national security.
3. What are the key challenges in implementing CIS for defense projects?
Implementing CIS in defense projects comes with several challenges, including data security risks, integration with legacy systems, and adherence to strict regulatory requirements. Defense organizations must also overcome resistance to change from personnel, ensure data accuracy, and manage the complexity of aligning CIS with existing processes.
Additionally, scalability and interoperability across multiple departments and agencies pose significant challenges that require careful planning and execution.
4. How does SAP support defense organizations with Customer Information Solutions?
SAP provides comprehensive solutions tailored for defense organizations, offering modules for asset management, personnel tracking, financial planning, and regulatory compliance. With SAP’s integrated approach, defense agencies can streamline operations, improve transparency, and ensure real-time data access for mission-critical decisions.
SAP solutions, such as SAP S/4HANA, support cloud and on-premise deployments, allowing flexibility in meeting the unique needs of defense operations.
5. What role does cybersecurity play in defense customer information systems?
Cybersecurity is a top priority in defense CIS, as these systems store and process highly sensitive information that could be targeted by cyber threats. Strong cybersecurity measures, such as encryption, access controls, and regular audits, help protect classified data from unauthorized access and breaches.
Defense organizations must implement robust cybersecurity frameworks to comply with regulatory standards and maintain trust in their information systems.
6. How can defense organizations overcome data silos with CIS implementation?
Data silos can hinder operational efficiency and lead to inconsistencies in decision-making. Implementing an integrated CIS helps defense organizations consolidate data from various departments, ensuring seamless communication and collaboration.
Solutions such as centralized databases, standardized processes, and cloud-based platforms enable better data sharing, real-time access, and improved situational awareness across the organization.
7. What are the benefits of cloud-based CIS for defense operations?
Cloud-based CIS offers several advantages for defense operations, including scalability, cost savings, and enhanced security features. With cloud deployment, defense organizations can access critical information from anywhere, ensure business continuity, and reduce infrastructure costs.
Cloud solutions also allow for quicker updates and scalability to meet the growing demands of modern defense operations, making them a viable option for agencies looking to modernize their IT landscape.
8. What are the cost considerations when implementing a CIS in the defense sector?
Implementing a CIS in the defense sector involves various costs, including software licensing, system customization, data migration, employee training, and ongoing maintenance. It’s essential for organizations to plan for both initial investments and long-term operational costs to avoid budget overruns.
A well-defined budget should account for scalability, cybersecurity measures, and compliance requirements to ensure a cost-effective and sustainable solution.
9. How does change management impact CIS adoption in defense projects?
Change management plays a crucial role in CIS adoption, ensuring that personnel at all levels are engaged, trained, and prepared for the transition. Without effective change management, organizations may face resistance, decreased productivity, and project delays.
Clear communication, hands-on training programs, and executive sponsorship are key factors in driving successful change and ensuring that users understand the benefits of the new system.
10. What are the best practices for selecting a CIS vendor for defense organizations?
Selecting the right CIS vendor involves evaluating their experience in the defense sector, compliance with security regulations, and the ability to scale as organizational needs evolve. Defense agencies should look for vendors with a proven track record, strong support services, and the flexibility to offer customized solutions.
A thorough assessment of the vendor’s capabilities, references, and total cost of ownership is essential to making an informed decision that aligns with long-term strategic goals.
11. What were the key challenges faced in managing customer information and sales?
The client struggled with several challenges that impacted their operations and client relationships. Their outdated and unstructured customer information system made it difficult for sales teams to track interactions and manage follow-ups.
Manual pricing and quoting processes led to errors and delays, frustrating potential clients. Order processing was time-consuming and prone to mistakes due to manual data entry in SAP SD. Additionally, product catalogs lacked organization, making it hard for the sales team to provide accurate product details.
12. How did Microsoft Dynamics CRM help in managing customer information?
Microsoft Dynamics CRM centralized customer data, giving the sales team a clear view of client interactions and history. This allowed them to track leads, manage follow-ups, and strengthen relationships.
The system automated routine tasks such as sending follow-ups and logging communications, freeing up valuable time for strategic sales activities. With all customer information in one place, response times improved, and communication gaps were minimized.
13. What role did Experlogix play in streamlining pricing and quoting processes?
Experlogix was integrated to automate complex pricing calculations and generate accurate quotes based on predefined business rules. The tool ensured consistency and eliminated manual errors that previously caused delays.
Approval workflows were automated, speeding up the quotation process and enhancing the client’s responsiveness. Additionally, dynamic pricing capabilities allowed the sales team to easily apply discounts, bulk pricing, and contract-specific terms.
14. How was SAP Sales and Distribution (SD) integrated to improve order processing?
By integrating Microsoft Dynamics CRM and Experlogix with SAP SD, the client eliminated manual data entry. Order data flowed directly into SAP SD, reducing processing times and minimizing errors.
This integration provided real-time order tracking, enabling the sales and operations teams to collaborate more effectively and ensure timely deliveries. The streamlined process enhanced efficiency and improved overall customer satisfaction.
15. What was the impact of implementing a unified solution for customer information management?
The integrated solution brought significant improvements across the organization. Sales teams could focus on closing deals instead of handling manual processes, while pricing and operations teams gained confidence in the accuracy of calculations and order management.
Leadership had better visibility into sales performance and operations through real-time data insights. The solution not only addressed immediate challenges but also provided a foundation for sustained growth and operational excellence.
