Case Study: MS Dynamics CRM Implementation
Sector
Utilities
Service
Digital Transformation
Engagement Length
12 Months
Client Overview:
- Annual Income: £2.3B
- Customers: 4.2M
- Employees: ~9,000
- Operations: UK
The Challenge
The client faced fragmented customer records and lacked a single source of truth, impacting service quality and operational efficiency. A modern, centralized CRM solution was required to improve customer engagement and streamline service delivery.
Objectives
- Run an RFP to identify and select a suitable CRM solution
- Define and implement the service module within the chosen CRM
- Support end-to-end CRM adoption and rollout across key teams
- Defined detailed functional and non-functional CRM requirements
- Developed a tailored CRM implementation strategy aligned with business goals
- Conducted Proof of Concept (PoC) sessions with shortlisted suppliers
- Led full software implementation and service module deployment
- Supported change management and user adoption initiatives
Our Approach
The Outcome
- MS Dynamics CRM selected through a structured evaluation and RFP process
- Full CRM solution rolled out, including the service module
- Successful User Acceptance Testing (UAT) and sign-off by business stakeholders
- Established a single source of truth for customer records across the organization
