Customer Challenge

 BDO Digital helped a leading national accounting and technology services firm consolidate and migrate two disparate legacy on-premises Microsoft CRM environments to the cloud. Significant data quality issues existed, which had to be addressed during the map-and-merge planning.
 
The client had thousands of users and legacy CRM systems with data stagnation and quality issues. This was causing confusion and missed opportunities for providing exceptional client experiences. Additionally, poor system usability and a lack of effective analytics contributed to a low user adoption rate, as well as team and process misalignment across the firm. A lack of automation and poor integration were resulting in cumbersome manual processes, error-prone double-entry and other related issues. All of these challenges were preventing users from leveraging ongoing system enhancements and new capabilities that Microsoft makes available in the D365 cloud.
 

BDO Digital Solution

BDO Digital realized a great opportunity to align and simplify sales, marketing, and delivery across the client’s large and distributed organization. By implementing and training the client on state-of-the-art tools that provide centralized insight into customers and their journeys, BDO Digital helped position the client to identify and win more sales opportunities and drive revenue.

Results and Benefits

The client was able to consolidate licensing and support costs, which reduced overall operational costs substantially while improving productivity, resulting in more billable hours. With unified data and processes, information sharing and pooling of expertise across business lines and geographies made collaboration more effective. Finally, close alignment across marketing, sales and delivery resulted in a better overall customer experience, happier customers, and more repeat business.
 

Next Steps

BDO Digital continues its strategic relationship with the client to provide production support and related enhancements to help increase use of the newly implemented system.