Accounting and Advisory Firm

Structural problems and low uptake meant Dynamics 365 was not earning its keep. We remediated it and got the firm using it.

Why it mattered

A CRM that people avoid is worse than no CRM, because the business still pays for it while decisions get made on data it does not hold. The firm had underlying structural issues in Dynamics 365, no technical resource to fix them, and no strong alignment between the platform and how the business actually wanted to work.

What we did

• Worked with what the platform gives you. Out-of-the-box entities such as Leads, Opportunities, Accounts and Contacts, rather than customising for its own sake.
• Deployed over 100 enhancements. Changes across the environment to fix the structural issues.
• Automated the workflows. Removing manual steps that were discouraging use.
• Built security roles. Designed for the different types of user across the firm.
• Upskilled the in-house team. Best practice and project management, so they can maintain it.

The difference it made

• Better performance and faster turnaround when changes are needed.
• Greater staff adoption, which is the only measure that matters for a CRM.
• Reporting the firm has confidence in.
• Scalability as the business grows, and an internal team able to run it.