D365 CRM

implementation & tasks automation uplift sales processes.

Our client, a government-owned electricity company in Australia, faced inefficiencies in their sales processes due to scattered data and disconnected workflows across multiple platforms. They needed a centralised system to streamline processes and unify their view of opportunities. SOCO addressed this by implementing a CRM solution using Microsoft Dynamics 365, starting with 2 business units including the Metering department. By focusing on just two units to begin with, it allowed us to tackle the unique challenges of their energy-sector operations while improving collaboration and visibility across other business units within the organisation.

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Challenge

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 and workflow enhancement: Simplify key workflows, including quoting, account management, opportunity management, and the end-to-end sales process, while minimising manual tasks through semi-automated workflows.
Product and opportunity management: Consolidate product management by transitioning from Excel to Dynamics 365, enabling the addition of products to opportunities, and integrated credit check, confidentiality agreement status tracking, and approval processes.
Pilot implementation: Develop the solution as a model-driven application using the Dynamics 365 Sales Hub and implement it within 1 or 2 of the business units within the organisation as a trial before organisation-wide deployment.
Design and architecture optimisation: Reuse standard entities and custom fields to meet business requirements, supported by an integrated architecture leveraging Dynamics 365 Sales, Dataverse, Power BI, Power Automate, and public-facing portals.

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

Technology snapshot

We decided on technologies that priotise “less customisation, more configuration”, allowing our client to quickly adapt to changing market demands. The selected technologies for this project include:

Dynamics 365 Sales: A CRM platform with out-of-the box features that enables sales teams to build stronger customer relationships, take actions based on insights, and close deals more efficiently.
Power Automate: A cloud-based service and low-code platform that automates business processes and connects business applications and data, streamlining workflows across the organisation.
Dataverse: A unified data platform that ensures secure and easy data management across business applications, allowing for seamless data sharing and integration within the Dynamics 365 ecosystem.
Power BI: A powerful analytics tool that enables real-time data visualisation and reporting, providing actionable insights for better decision-making.
Public-facing portals: Customisable web portals that allow external stakeholders (e.g., customers or partners) to interact with the system, improving engagement and access to key information.

Outcome

The transition to D365 Sales were completed for 2 business units, yielding substantial results, including:

Streamlined operations and minimised manual interventions: The use of Power Automate and Dynamics 365 Sales reduced manual tasks, automating workflows and ensuring consistency across sales activities and processes.
Time savings and process consistency: With Dataverse centralising data and Power BI providing real-time insights, sales teams experienced significant time savings, improving the efficiency of decision-making and sales execution.
Improved accuracy and reduced errors: Automation of key tasks, including credit checks and approval process, minimised human error and increased the overall accuracy of sales activities.
Simplified contacts, leads and opportunities management: The solution allowed for easy management of contacts, leads, and opportunities, with Dynamics 365 Sales and integrated workflows making it easier to track changes and monitor progress across business units.
Enhanced scalability for future growth: The architecture, built on Dynamics 365 Sales, Power Automate, and Dataverse, set the foundation for a scalable solution, with the flexibility to roll out additional business units smoothly.

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