05.11.24

Success Story: Transforming Retail and Logistics Operations with a Customised MS D365 CE Upgrade

Success Story: Transforming Retail and Logistics Operations with a Customised MS D365 CE Upgrade

A prominent UK retailer with its own logistics operations sought to modernise its customer engagement and operational efficiency. Their goal was to upgrade to Microsoft Dynamics 365 Customer Engagement (CE) with customised modules for Sales, Field Service, and HR. Facing a tight budget and the need for highly specialised talent, they turned to us for support.

Our role was to assemble a top-tier project team, including consultants, developers, testers, and a programme lead, to deliver the upgrade and customisations. Thanks to our extensive network and competitive rates, we provided an expert team of contractors, delivering the project under budget.

Understanding the Challenge

The retailer’s existing systems were struggling to keep pace with their growing customer base and complex logistics operations. Upgrading to MS D365 CE offered the opportunity to:

• Optimise Sales processes with real-time customer insights.
• Enhance Field Service capabilities to improve delivery and maintenance operations.
• Modernise HR workflows to attract, retain, and support employees more effectively.

However, this large-scale transformation required a team with both technical expertise and deep understanding of retail and logistics operations.

Delivering the Right Talent

Drawing on our specialist network, we swiftly assembled a team of professionals with proven experience in MS D365 CE upgrades and customisations. All roles were filled with expert contractors engaged outside IR35, ensuring compliance and cost-efficiency.

• Consultants: Functional experts who worked with stakeholders to tailor the Sales, Field Service, and HR modules to the retailer’s unique needs.
• Developers: Delivered customisations to align with specific sales workflows, field service dispatching, and HR onboarding processes.
• Testers: Conducted rigorous testing across all modules to ensure a smooth implementation with minimal disruption.
• Programme Lead: Provided strategic oversight, managed resources, and maintained governance to ensure project delivery on time and within budget.

The Outcome

The upgrade transformed the retailer’s operations:

• The Sales module improved pipeline visibility, enabling sales teams to close deals faster.
• The Field Service module optimised logistics, reducing delivery times and improving customer satisfaction.
• The HR module streamlined employee onboarding and talent management, enhancing productivity across the organisation.

Our ability to source and engage the right talent at highly competitive rates was instrumental in the project’s success. By leveraging our extensive network, we not only delivered the project under budget but also ensured a seamless and timely implementation.

This success reinforced our position as a trusted partner for delivering complex, cost-efficient technology transformations in the retail and logistics sector.