What We've Built

Challenge

Customer service, contact centre and event-driven marketing operations needed to run on a single Dynamics 365 platform, with the automation and deployment discipline to support them at scale.

Solution

Functional analysis and technical design across Dynamics 365 Customer Service, Contact Center and Marketing. Configured the modules to the business processes, automated them with business process flows, Power Automate and custom plugins, and handled data integration and migration.

Result

Customer Service, Contact Center and Marketing for training and events running on Dynamics 365, with automated deployments through Azure DevOps CI/CD pipelines and end-user training and adoption support.

Technology

Challenge

The city ran Dynamics 365 on-premise and needed both new and existing implementations modernised, without disrupting services citizens depend on.

Solution

Translated TO-BE processes into the CRM application, implemented complex business processes in Dynamics 365, and delivered the migration from on-premise to cloud. Built the features requiring advanced development, advised the development team, and coached junior members.

Result

Migration from on-premise to cloud completed with minimal disruption, with complex citizen-facing business processes implemented in Dynamics 365.

Technology

Challenge

The City of Brussels needed to digitalise its public sector processes and bring citizen data together in one system, on a platform that would scale.

Solution

Greenfield Dynamics 365 implementation: functional analysis and business process mapping, configuration to streamline public sector processes, and integration of citizen data. Automation and integrations built on Logic Apps and Power Automate, with system performance optimised for scale.

Result

Public sector processes digitalised through Dynamics 365 and Portals, with citizen data integrated into the platform.

Technology