Reviving Success: Rescuing a Stalled CE Implementation
Client Overview
A U.S.-based wire manufacturer, Kristech Wire, sought to streamline its sales operations with Dynamics 365 Sales to enhance efficiency and drive growth. However, the initial implementation by an inexperienced partner led to an over-customized system misaligned with the company’s needs. This caused poor user adoption, forcing the sales team to rely on manual processes and ad-hoc tools. Inconsistent sales reporting hindered timely decision-making, risking revenue loss and stakeholder confidence in a competitive market.
The Challenge
The client faced a stalled Dynamics 365 Sales implementation that failed to support its sales processes. Key challenges included:
• Over-customized CRM features that complicated data entry, leading to inconsistent data capture and no single source of truth.
• Lack of integration with Dynamics 365 Business Central, isolating sales and financial insights.
• Low user adoption due to a complex system, with sales teams reverting to manual methods, impacting efficiency and customer satisfaction.
A swift solution was critical to rescue the project, restore trust, and align the system with the manufacturer’s operational needs to prevent abandoning the CRM initiative.
The Solution
We delivered a targeted rescue strategy to realign the Dynamics 365 Sales implementation with the client’s goals:
• Thorough Assessment: Conducted an in-depth review of the existing setup to identify missteps, engaging sales leaders to understand workflows and priorities.
• Streamlined Reimplementation: Simplified lead intake and quote generation processes, tailoring the system to the manufacturer’s fast-paced sales cycle for faster conversions.
• Integration Enablement: Implemented Dual-Write to integrate Dynamics 365 Sales with Business Central, ensuring seamless data flow between sales and finance.
• User-Centric Training: Provided role-specific training and hands-on support to rebuild user confidence and drive adoption.
• Cost-Effective Support: Delivered U.S.-based functional and technical assistance at 30% lower costs than standard rates, ensuring efficiency without offshore delays.
• Continuous Feedback: Established feedback loops and collaborative workshops to address user skepticism and ensure alignment throughout the rescue.
Our approach emphasized simplicity, stakeholder trust, and process alignment to deliver a user-friendly, high-performing CRM.
The Results
• Restored User Confidence: A simplified, reliable Dynamics 365 Sales system became the single source of truth for sales and marketing data, fully embraced by users.
• Improved Operational Efficiency: Streamlined sales processes enabled faster customer interactions and accurate reporting, reducing manual work.
• Seamless Integration: Successful connection with Business Central provided unified sales and financial insights, enhancing decision-making.
• High Adoption Rates: Tailored training and support empowered over 100 users to adopt the system with minimal disruption.
• Positive Stakeholder Feedback: Leadership and users praised the turnaround, with comments like, “Poize2 turned our CRM into a tool we love using.”
Key Takeaways
• Thorough assessments and process alignment are critical for rescuing stalled CRM projects and rebuilding stakeholder trust.
• Simplified, value-driven customizations enhance user adoption and system reliability.
• Integration with existing systems is essential for delivering holistic insights in manufacturing environments.
This case demonstrates how strategic intervention and user-focused strategies can transform a failing CRM implementation into a success, offering a model for mid-sized manufacturers seeking effective Dynamics 365 solutions.