Turning Microsoft Dynamics 365 into a streamlines RevOps system

A global manufacturer of products and services for the transportation and logistics industry, selling through a large rep network. Fully invested in the Microsoft platform, the company needed a partner to streamline processes, optimize Dynamics 365, evaluate uses for Copilot, and train the team.

Dynamics 365 had been in place for years, but it worked as a rolodex rather than a sales tool.

• Out-of-date records — contact details for clients, prospects and partners were stale, and with many reps in the field, keeping them current was harder still.
• Inconsistent adoption — reps did not use the CRM consistently, so it was an expensive way to look up phone numbers and email addresses.
• An unreliable pipeline — the sales pipeline was inaccurate and not used for forecasting, so the technology was not helping reps win more deals or work more efficiently. Reps saw it as a burden.

Everpeak applied its CRM framework to Dynamics 365 in stages, with the team's feedback built into each one. This started with discovery executed with stakeholders across the business over two weeks, mapping each process end to end. Then, it moved to:

• Lightweight architecture changes — proposed changes to the CRM architecture, refined with feedback until the team was aligned.
• Workflows and KPIs — proposed updates to workflows and key performance indicators (KPIs) once the architecture was agreed.
• AI-assisted data cleanup — used artificial intelligence (AI) to clean the contact and account records in a fraction of the usual time, so the data was accurate and useful to reps and management.
• Reliable reporting and forecasting — clean data made the system easier for reps to use and supported accurate reporting, giving reps a clear view of their own pipeline and management a clear view across the team.

The rollout took the company to 100% CRM adoption across the team, with higher close rates, less time spent on manual reporting, and two new Microsoft platforms in use for reporting and AI.

• 28% — Increase in close rate
• 165 hrs — Saved annually in manual reporting
• 2 — New Microsoft platforms adopted: Power BI and Copilot