Introduction of Dynamics 365 Customer Engagement (CRM) with a focus on sales processes and a unified rollout.

Most projects start with the introduction of new systems, which is a significant part of our profession. Being involved from the beginning helps us to directly understand the people involved, their needs, and, of course, the necessary processes. Through this connection and the resulting understanding of specific requirements, one can better empathize with the challenge to achieve the best possible result. Many of these projects have originated from the past, and in this case, we refrain from specific naming.

The special aspect of this introduction was the idea of a blueprint for the rollout in other national subsidiaries. Conversations were held with various national subsidiaries to align the requirements. From the perspective of the IT project, tool support should also be considered from the beginning, which is why the integrated approach of software development was utilized through Azure DevOps. In practice, this means Application Lifecycle Management (ALM), which supports the principles of agile and DevOps development, ensuring collaboration among different disciplines. The saying 'The truth lies in DevOps' could be established, ensuring transparency in the project.

Central Sales Hub with a 360° view of the customer

The requirements for the sales hub were centrally collected, discussed, and prioritized. This formed the basis for the blueprint, which was enriched through integration with the ERP system, the use of Outlook with configured synchronization, and BI data to utilize Dynamics 365 Customer Engagement with the aim of a 360° view.

> 1000 days of development

Continuous development

Coverage of key roles

Solution Architect & Project Management

Agile approach

Long-term use and adaptation of the Scrum framework

Long-term collaboration

Stability within the core team, with minimal knowledge transfer

Important Topics

Microsoft Power Platform

Over the years, the Power Platform has become increasingly powerful, which also had an impact on the project. Whether it's Canvas Apps for various purposes, Flows to control data and interact with other systems, or simply further customizing Dynamics 365 Customer Engagement.

Application Lifecycle Management (ALM)

In the past, there were many different, often separate disciplines in software development. ALM creates visibility by transparently bringing together all teams involved in software development and strengthening the sense of community.

Collaboration & Communication

The larger a development team is, the more structure and rules are needed. Collaboration must have a central importance to avoid affecting the team's effectiveness. The key factor is: Communication!

Lessons Learned

Simply put: A bunch of things. Mostly experience. In a project this big, you can't help but learn new stuff, build on what you know, and rethink how things work. Working with the Power Platform got a lot more extensive, given its constant updates from Microsoft. Dealing with rollouts based on a single plan was a valuable learning experience. Even though rollouts and blueprints aren't groundbreaking, the challenge here was quite something.

Every project has its routines. Routines are introduced and modified at the beginning of a project. New routines are added, while others may not be used regularly or are often neglected. One routine stands out: the retrospective. Regardless of the chosen project method, it is advisable for every project team to regularly review the project, highlight both positive and negative aspects, document them, and discuss them. This allows for taking measures that promote the efficiency of the project team and ensure a continuous development of the project team.

Our Role(s)

Solution Architecture powered by Roy

In his role as a Solution Architect, Roy took on the responsibility for the technical landscape and played a significant role in expanding the system. Specifying and discussing new requirements, independently implementing tasks, and supporting teammates with his experience were also part of his responsibilities.

Furthermore, his strength was utilized to monitor the quality in the project. Code reviews for the extensions, refactoring existing solutions, and sharing knowledge rounded off his profile in the role of a Solution Architect.

Nico as a Project Manager

In big projects like this, it's crucial to manage milestones and project expectations well. Planning, leading, and carrying out tasks, along with budget considerations, are constant aspects when introducing systems. Making sure there's always a clear status on each sprint, information on the budget or updates on individual availability needed to be vital and openly communicated.

Thanks to his experience, Nico was also able to switch to the role of a consultant and support the project team. This involved primarily assisting in quality assurance, handling configurations and smaller implementations, and actively participating in discussions about new requirements.

Outcome

Bringing in a system this big means changes for a company. Once the system goes live, lots of processes that employees were used to suddenly change. By collecting requirements in one place and using the rollout method, it became easier to control and implement rollouts to other parts of the company in a shorter time. The success and the need for more system improvements were clear, leading to discussions and actions for expanding the system in the Customer Service areas (also following the rollout approach).