It doesn’t seem to fit
So you’ve implemented Microsoft Dynamics 365 CRM, but it’s not quite what you thought it would be.
Don’t worry, you haven’t made a poor choice. You just haven’t taken full advantage of the system’s flexibility. Maybe you haven’t integrated with your other systems so it’s failed to be a single source of information about your customers. If there’s a mismatch between how your CRM works and how you want to work, a solution is absolutely possible.
We work exclusively with Microsoft Dynamics 365 because it’s so flexible and powerful – the possibilities really are endless. You just need someone who knows how to make it happen. Hint: that’s us.
People are reverting to workarounds
After you’ve implemented anything new, it’s always a good idea to monitor adoption. If you see people reverting to old ways, double entry of information, or finding workarounds – take note. It’s an important cue to tell you what needs tweaking. You need to discover the balance between staff adapting to your system versus the system adapting to the way your staff work.
The power of Microsoft Dynamics CRM 365 is its flexibility. It can bend over backwards to work the way you need it to. Customising the system to your unique way of doing things is the key to your success.
Things have changed
Your business will continue to evolve, but has your CRM kept up? If you thought your CRM implementation was a one off, set and forget scenario, you’re missing out on a world of possibility. Microsoft Dynamics 365 Customer Engagement (CRM) is a wise choice for any business with aspirations. As soon as anything changes – your processes, your ideal customer, your size, your workforce, your products – you can change your CRM to suit. Don’t leave it too late – people will find messy workarounds to do what they need and before long, your CRM is disused and redundant.
Our Experience
We have deployed Dynamics CRM solutions across many segments and industries, for many different purposes. See below for examples that are relevant to this challenge or market, or view and refine from our complete list of experience.
| Company segment | Industry | Challenge | Solution | Keywords | |
|---|---|---|---|---|---|
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM Online |
Stakeholder Management, Extend/enhance functionality, Workflows & Business Process, Compliance Management |
|
| Should an incident occur with a visiting FAMIL, the ability to capture that incident within the portal and allow the Customer team to assess and manage risk and provide follow up and services. | |||||
| Medium Enterprise | Member Associations | CRM Customisation | Extensions & Integrations |
Website integration, Extend/enhance functionality, Workflows & Business Process, Portal |
|
| Extended the solution to allow members and non-members to claim rebates on specific products and services available through their CRM portal. | |||||
| Not-for-Profit | Aged or Health Care Services | CRM Customisation | D365 CRM On-Premise |
Extend/enhance functionality, Workflows & Business Process |
|
| Performed a review of a rescued On-Premise solution with recommendations around changes to form design and data fields, to allow more efficient capture of information that would also support improved business process. | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM Online |
Stakeholder Management, Extend/enhance functionality, Workflows & Business Process, Compliance Management, Document Production |
|
| Within the accreditation and certification processes for Operators, to produce deeper segmentation and categorisation based on more complex data, and incorporate into reporting. | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM Online |
Localisation, Portal |
|
| Provide Japanese localisation (translation of screen content) of the portals interface for Japanese portal users. | |||||
| Medium Enterprise | Import, Transport or Distribution | CRM Customisation | D365 CRM Online |
Order Management, Other Marketing Solution, Stakeholder Management, Sales Management |
|
| Customer wanted to plan and track the number of client site visits that their field sales staff would perform. | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM On-Premise |
Workflows & Business Process, Extend/enhance functionality, Membership Management, Finance or 3rd party integration |
|
| Customer introduced new processes and accreditation for advanced certifications for it's members, also impacting the fees and renewals processes, and the integration with Finance. | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | Marketing Services |
Other Marketing Solution, Stakeholder Management |
|
| Provide an easier way for the marketing team to define segments and prepare more complex lists for member communication, without having to generate Advanced Finds. | |||||
| Not-for-Profit | Adminstrative or Business Services | CRM Customisation | D365 CRM On-Premise |
Workflows & Business Process, Data Migration (extensive) |
|
| Customer's rescued CRM had limited segmentation or data to support allocation to different teams or business processes, or to support required reporting. Our recommendations were accepted and deployed. | |||||
| Not-for-Profit | Social & Community Services | CRM Customisation | Domestic Violence Services Solution |
Extend/enhance functionality |
|
| Enhancement of customer appointment analysis | |||||
| Large Enterprise | Education, Training & Employment Services | CRM Customisation | D365 CRM Online |
Customer Service, Extend/enhance functionality, Workflows & Business Process |
|
| Customer required Case Management and Customer Service capabilities to be introduced into their existing CRM, with queues, workflows and business rules to ensure service expectations were met. | |||||
| Medium Enterprise | Education, Training & Employment Services | CRM Customisation | D365 CRM On-Premise |
Extend/enhance functionality, Workflows & Business Process, Project Management, Data Migration (extensive) |
|
| Rescue of an existing D365 solution that was poorly designed and therefore not providing essential operational features or reports related to staff activities (such as allocation of awards, project allocation and utilisation, payment to staff). Our recommendations were accepted, resulting in a complete redesign of the solution, a data migration of current data, and build of reports that provided the required reporting to management, and payments to staff. | |||||
| Not-for-Profit | Adminstrative or Business Services | CRM Customisation | Scoping & Strategy |
Extend/enhance functionality, Workflows & Business Process, Data Migration (extensive) |
|
| Customer had an existing Dynamics CRM solution, which was a poor fit to their business model and needs, resulting in data being captured and maintained within Excel sheets as an alternative to CRM. We analysed the processes and data being supported within the external Excel sheets to provide recommendations as to how to incorporate into their CRM. | |||||
| Not-for-Profit | Social & Community Services | CRM Customisation | Domestic Violence Services Solution |
Extend/enhance functionality, Workflows & Business Process |
|
| Enhancements to calendar appointments and schedules when dealing with multiple cases or files. | |||||
| Not-for-Profit | Adminstrative or Business Services | CRM Customisation | D365 CRM Online |
Portal, Extend/enhance functionality, Workflows & Business Process |
|
| The Customer's portal that we developed provides centralised administration for members, and this extension is to capture and process additional insurance applications and renewals, and to allow the member to suspend then resume any application. | |||||
| Medium Enterprise | Financial Services | CRM Customisation | D365 CRM Online |
Membership Management, Sales Management, Stakeholder Management, Workflows & Business Process, Compliance Management |
|
| Creation of a CRM solution for a financial services organisation offering investment products; to manage the sales and application process, with rigorous compliance and validation. | |||||
| Not-for-Profit | Adminstrative or Business Services | CRM Customisation | D365 CRM Online |
Portal, Extend/enhance functionality, Workflows & Business Process |
|
| Within the CRM Portal we had deployed previously, Customer wanted to introduce enhanced functionality to allow portal members to vote for various administrative changes within the organisation. Rules had to take into account relationship types, potential conflict of interests etc. | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM On-Premise |
Workflows & Business Process, Extend/enhance functionality, Membership Management, Finance or 3rd party integration |
|
| Customer commenced servicing associated members, and offering different services, requiring changes to business processes, workflows and other logic, as well as reporting and changes to the integration to the Finance solution. | |||||
| Not-for-Profit | Social & Community Services | CRM Customisation | Domestic Violence Services Solution |
Extend/enhance functionality, Stakeholder Management |
|
| Changes to the type of information stored and tracked for Perpetrators. | |||||
| Not-for-Profit | Adminstrative or Business Services | CRM Customisation | D365 CRM Online |
Extend/enhance functionality, Portal, Document Production, Workflows & Business Process |
|
| The Customer's portal we developed provides centralised administration for members, and this extension is to capture and process insurance applications and renewals. | |||||
Our Experience
Needs Analysis
To set you up for CRM success, we’ll work with you to understand your specific challenges, objectives, customer relationship model, and current processes. Depending on your budget, we have an approach to suit – ranging from short questionnaires to detailed workshops.
CRM Customisation
We can help by populating your customer and prospect data into your CRM – from spreadsheets or finance systems, tailoring screens to collect and display the actual information you need, matching your processes and business rules into CRM functionality and integrating other systems like your finance system for a 360 degree view of your customers.
Support
We’re not going to make you go it alone. You’ll need ongoing help to make sure your new CRM continues to evolve with your business. Engage us on an ad hoc basis when you need more help, or ask us to tailor an ongoing support arrangement for your likely levels of support.
Get in touch today
Let’s talk about your CRM challenges.
Hopefully our website has given you a good idea about what we can do. Now, we’d love to hear from you. Call, email or use the form below. We look forward to talking about your specific situation, needs, and goals.
"*" indicates required fields
Our thinking
Dynamics 365 vs Salesforce – Which is best?
Dynamics 365 vs Salesforce - Which is best? Ok, it would be fair to say that as a Microsoft Partner, we’re firmly biased on the side of Dynamics 365. But hear us out. We’re asked this question a lot – [...]
“Just shut-up and do it” and other phrases you’ll need when you have a CRM
"Just shut-up and do it" and other phrases you'll need when you have a CRM You won’t read this in any change management text book. It’s not taught in MBA courses. It’s a little irreverent, but it’s a healthy dose of [...]
What’s this Dynamics 365? And where did Dynamics CRM go?
What's this Dynamics 365? And where did Dynamics CRM go? You may have heard about the launch of Dynamics 365 by Microsoft and wondered what this means for you as a Dynamics CRM user or prospective buyer. If you’re a current [...]