Case Studies > A Government Owned Electricity Company
Efficiency redefined:

D365 CRM

implementation & tasks automation uplift sales processes.

Our client is a wholly government-owned electricity company in Australia. Facing with a pressing need to harmonise sales processes and to provide a single view of customer opportunities, our client decided to deploy a consolidated CRM solution using Microsoft Dynamics 365 as part of their digital roadmap. This move aimed to improve collaboration and visibility across four other lines of business within the organisation.

Sebastian Rizzo Executive Director at SOCO

The new CRM Sales application provided us with a streamlined process for managing sales opportunities, quotes, and customer details. The Agile approach ensured a smooth delivery. Special thanks to the dedicated team members and D365 partner – SOCO for their professionalism and on-time delivery. Looking forward to the next phases of CRM implementation for our other business units!

Confidential client
Senior Project Manager

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Our client needed to improve their existing customer relationship management capabilities and wanted to unify the sales & product management processes. However, they faced several challenges, including:


  • Different sales processes in different business units, limited ability to provide a common view of opportunities across the business.
  • Data scattered across multiple platforms including Salesforce, Dynamics and Excel which made reporting a time-consuming task.
  • Extensive customisation on current CRM hindered efficient management of multiple business units and the ability to adapt quickly to changing business environment.
SOCO Solution

After thorough evaluation of the organisation’s existing sales and business processes utilising SOCO’s 4D methodology, the selection process led to Dynamics 365 Sales as the optimal CRM platform. Some of our recommendations include:


  • Streamline processes: Streamline key processes such as quoting, account management, opportunity management, and end-to-end sales process.
  • Product catalogue optimisation: Consolidate and simplify product management, from excel to D365.
  • Workflow enhancement: Reduce manual processes and shift any manual tasks into semi-automated.
Technology snapshot

We decided on technologies that supported “less customisation, more configuration”, allowing our client to adapt quickly to market demand.


  • Dynamics 365 Sales: A CRM with out-of-the box features that enables salespeople to build strong relationships with their customers, take actions based on insights, and close deals faster.
  • Power Automate: A cloud service and low-code framework that provides the ability to automate business processes and connect business applications and their related data.

Phase 1 & 2 of the transition to D365 Sales were completed for 2 business units and yielded substantial results, including:


  • Steamlined operations and minimised manual interventions
  • Saved time and ensured consistency across all sales activities and processes
  • Improved accuracy and reduced the potential for errors thanks to automation.
  • Simplified contact, leads and opportunities management, making changes and tracking progress more manageable.
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