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CRM Dynamics an HSO Company

Exercising the power of the cloud.

Pandemic shutdowns compel canfitpro, one of Canada’s leading in-person fitness education and certification companies, to accelerate their digital transformation.

CRM Dynamics empowers canfitpro just before the onset of the pandemic, replacing their outdated systems with Dynamics 365 and enabling their jump to virtual training.

canfitpro achieves rapid, data-driven growth through the immediate virtualization of its products and services, improving its time to market by a dramatic 50 percent.

Navigating the pandemic successfully

Across every industry, the pandemic revealed the limitations of legacy systems and the need for a connected and secure, cloud-based approach. canfitpro’s story fits this pattern exactly. Their success navigating the pandemic is a testament to the foundation CRM Dynamics implemented for them in early 2020.

At that time, canfitpro’s business relied heavily on in-person events such as conferences, trade shows, and training and certification workshops. So, when the pandemic forced a shutdown of in-person events, canfitpro faced an existential threat to their business.

Fortunately, just weeks before, in February of 2020, canfitpro’s leadership had the foresight to select Dynamics 365 and CRM Dynamics as their technology partner. Their proposal to upgrade their legacy systems and better integrate with other solutions they use, including Microsoft 365, Power BI, and Azure, really resonated.

canfitpro’s legacy system blocked progress in four key areas: poor usability (new employees took months to train); non-centralized data (employees couldn’t trust the accuracy of the data); cost (juggling a variety of systems and vendors ate up employee time); and inflexibility (new solutions cost too much to incorporate).

canfitpro did a review of available platforms and chose Microsoft Dynamics 365 over Salesforce as the best customer relationship management system for their needs. Then they selected CRM Dynamics as their partner based on their understanding of canfitpro’s business and their unique strategy to dramatically accelerate their Dynamics 365 deployment.

A blueprint for success

Powered by Microsoft Dynamics 365, Azure, and the Power Platform, Dynamics Blueprints greatly simplify and accelerate the adoption of Dynamics 365 by pre- customizing the solution for specific industries and user scenarios. Dynamics Blueprint projects start with 70 to 80 percent of configuration work already done, thanks to CRM Dynamic’s unique intellectual property and methodology, which includes a GAP analysis.

So far, CRM Dynamics has created 10+ blueprints across a number of industries including Financial Services, Education, and Professional Services. As a modern, budget-conscious member association, canfitpro found a perfect fit with the Dynamics Association Blueprint.

Dramatic benefits

Designed for membership associations, Dynamics Association Blueprint (DAB) is a scalable and repeatable solution that integrates with popular accounting systems. By providing sales, service, marketing, and social engagement insights in one platform, DAB provides canfitpro with unprecedented insights into each member. Those better insights lead to a higher percentage of member retention, which increases their profitability.

It also improves their resilience to disruption. CRM Dynamics team facilitated the transition to virtual education at canfitpro in a few short weeks, ensuring the continuity of their business. The synergy between the marketing and IT teams saves enormous amounts of time and money, allowing canfitpro to direct all its energy on better serving their customers and building their business.

In fact, canfitpro achieved incredible results: immediate delivery of products and services versus a prior lag of 24 to 72 hours; a 50 percent improvement in time to market; more growth in eight months than in the past two years; and the introduction of a true, 360- degree customer perspective for decision-makers that eliminates siloes and allows for informed cross-collaboration.

Best of all, the Dynamics Association Blueprint keeps canfitpro at the forefront of innovation. When Microsoft makes improvements and adds features to platforms like Dynamics 365, the Dynamics Association Blueprint solution upgrades seamlessly, allowing clients to immediately take advantage of new features.

Microsoft recognizes the power and potential of the Dynamics Association Blueprint by including it as one of the first independent software vendor (ISV) solutions in their ISV Cloud Embed program. As part of ISV Connect co-selling efforts, Dynamics Association Blueprint was also an early entrant in the Microsoft Commercial Marketplace, finding its way in front of millions of customers on Microsoft AppSource , the app store.

Driving digital transformation

CRM Dynamics leverages its blueprints to drive the efficient digital transformation of organizations in many industries, attracting other impressive enterprise customers in sectors like financial services.

For example, when Meridian Credit Union directly challenged the big banks by showing potential clients the benefit of credit unions, CRM Dynamics proposed their Credit Union Blueprint, which leveraged experience working with other North American credit unions.

Like canfitpro, Meridian realized that CRM Dynamics’ expertise and blueprint solved their marketing issues and seamlessly integrated with their existing Microsoft solutions. Meridian’s digital transformation now consolidates all their data in one place, allowing for more robust analyses and strategic decision making.

Practicing what they preach

Behind the scenes, CRM Dynamics doesn’t just sell Microsoft cloud solutions—they use them in inventive ways to build their business. For example, they use Net Promoter Score and Dynamics 365 to prompt their sales representatives to reach out to clients and gather feedback throughout projects.

Partnering with Microsoft powers CRM Dynamics internal and external success and drives their well-deserved reputation for innovation and customer service. Their ability to empower and delight customers like canfitpro and Meridian earned CRM Dynamics the Business Applications Customer Engagement IMPACT Award from Microsoft.

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Cloud-powered insights help build trust with clients

Northern Trust builds the future of its CRM with Microsoft Dynamics 365

Global financial services firm Northern Trust is an industry leading provider of asset servicing, asset and wealth management investment products and services, and one of the leaders in digital transformation in the enterprise banking world. The company sought an improved sales and workflow management system to help drive servicing growth. It worked with PwC and Microsoft to build a cloud-based solution that provides more transparency into client interactions and efficiency across its operations teams.

Financial services

Microsoft Dynamics 365

reduction in repetitive, manual processes as a result of an integrated cloud platform

client accounts migrated to cloud for accurate financial reporting and enhanced relationship management

reduction in email volume as client inquiries, SLA monitoring and reporting are conducted through one standardized platform

Cloud-powered customer relationship management (CRM) provides more transparency and helps strengthen client relationships

Interview with

Shaelyn Otikor-Miller

SVP, Head of Global Digital Workplace Strategy, Northern Trust Asset Servicing

What was the challenge?

“Prior to our cloud-based CRM and workflow platform, our sales and operations teams worked in silos across disparate legacy systems, creating a consistency challenge that impacted our clients. We wanted to build a 360-degree view of client accounts that could help modernize our business, and we sought a platform that could support and unify daily processes from the front to back office. This was the first time our business conducted a digital transformation of this scale, and the momentum was clear — our people were committed to setting a new, enterprise-wide standard for efficiency.”

Describe the solution delivered by the PwC community of solvers?

“PwC supported us through a three-part digital transformation focused on improving productivity, reducing operational risk, and curating a better employee and client experience. First, we used Microsoft Dynamics 365 (D365) products to build thorough sales and case management solutions — including automating opportunity identification, call insight reports and a client query intake and tracking process. Then, PwC helped us centralize our sales and servicing processes which helped reduce off-platform, redundant communications and offered a more efficient way of working.”

How does the solution blend the strengths of technology and people?

“Our teams have access to real-time insights and more visibility to better service our clients with a unified system and custom reporting. Relationship managers can see the various interactions a client has with its service and delivery team and how often teams are meeting their service level agreements. Microsoft technology helped us achieve our goal, but the teamwork between Northern Trust, PwC and Microsoft teams is what truly made a difference in helping drive change. PwC worked with stakeholders to understand the ‘why’ behind our processes and used Microsoft D365 to improve our ‘today’, while supporting our goals of tomorrow.”

Where or how did innovation and unexpected ways of thinking come into play?

“PwC’s multi-disciplinary group of problem solvers and technical advisors had the appropriate experience to meet our needs. Rather than building off of existing processes and previous ways of working, the team challenged our thinking to form new solutions and expand our growth potential — and that was a critical factor to our success. It impacted all areas of our business, helping our Partners overcome technical hurdles so that they could focus on serving our clients.”

"PwC and Microsoft helped revolutionize Asset Servicing at Northern Trust, enabling our people to focus on the bigger picture: delivering for our clients and earning their continued trust.” Shaelyn Otikor-Miller Northern Trust Asset Servicing

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• Microsoft Dynamics 365 for Sales Partner

Our mission is to help your business become more profitable through the successful adoption of Microsoft Dynamics 365 for Sales CRM .

But you need to know you’re choosing the right CRM and the right CRM partner. Why Microsoft Dynamics? Why QuantaCRM?

To answer those questions, QuantaCRM researches and provides CRM case studies and success stories so you can see what companies like yours have accomplished using Microsoft Dynamics 365 for Sales CRM and QuantaCRM methodology.

After all, the better you understand what we do and why, the better you will understand whether Dynamics 365 and QuantaCRM are the right fits for achieving your company’s goals !

QuantaCRM Methodology Smoothes CRM Implementation for Oil Importer

Food Importer & Distributor > $100 Million Revenue

Two years after a Goldmine implementation, AMD was using the CRM solely as an email repository.

That’s when Goldmine announced AMD’s software would no longer be supported.

AMD decided that their new CRM solution should have greater functionality for document sharing, notifications, and automation. AMD had already moved to Microsoft Outlook for email communication and archiving, so Microsoft Dynamics CRM was a natural CRM replacement.

AMD chose to work with QuantaCRM for our organized, customer-focused, and highly responsive installation process and OnTrack plan for onboarding and educating employees.

Speeding the Pace of Innovation with Help from QuantaCRM Methodology

Semiconductor & Semiconductor Equipment Company ≈ $50 Million Revenue

Intermolecular had been using SugarCRM, customized to include revenue forecasting. However, due to new team hires and changing management requirements, Intermolecular needed to redo their customizations—an expensive and time-consuming process.

Intermolecular decided to remove revenue forecasting and the other customizations from CRM, relying on Microsoft Dynamics for a powerful CRM with simpler and cheaper updates and upgrades.

Intermolecular chose to work with QuantaCRM because they felt our team best understood the services-only business model in which each sale can be very different.

Keeping Pace with Rapid Growth Using QuantaCRM Methodology

Environmental, Health, & Safety Firm < $10 Million Revenue

Due to rapid growth, U.S. Compliance needed a CRM solution that would improve data consistency and accessibility, allow for increased workflow automation, and improve communication and coordination across divisions as the company took on larger workloads.

They also wanted to be able to track resource utilization and profitability.

U.S. Compliance chose Microsoft Dynamics 365 for Sales as their CRM, and opted to work with QuantaCRM on their implementation largely due to our organized implementation schedule and in-depth training and support systems.

18-year Consulting Firm Finds CRM Success with QuantaCRM Methodology

Consulting Firm < $10 Million Revenue

Veracity had employed Assistance PSA (Professional Services Automation) with Microsoft Dynamics CRM, but their first implementation involved undocumented custom code that made upgrades a painful process.

Veracity wanted to increase the benefit from Assistance PSA, do away with burdensome customizations, and gain the benefits of core CRM functionality paired with CRM best practices.

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HealthPartners

Key benefits.

HealthPartners had been working with another CRM partner for a decade when they received word that their system required a complete platform replacement. HealthPartners took this as an opportunity to look into a new CRM system that could better meet their organization’s needs and they made the switch to Microsoft Dynamics CRM with HCLTech as their new partner.

Overall, HealthPartners needed a CRM solution that would provide:

• Data centralization to make it easy to keep client information up-to-date and secure.
• Seamless Sales Force Automation (SFA) process for all opportunity management.
• The ability to integrate with Connecture, an ISV with a highly customizable quoting tool
• The ability to integrate with other existing Microsoft technologies.

HealthPartners needed Microsoft Dynamics CRM to create seamless Sales Force Automation (SFA) processes for all opportunity management – such as the account management of brokers, individuals, and companies. They also decided to utilize Microsoft’s SharePoint for out-of-the-box integration with extended custom code for automatic folder creation and customer security. This would improve the ease and efficiency of keeping client information accurate and up-to-date.

HealthPartners also needed their Dynamics CRM solution integrated with Connecture, an ISV with a highly customizable quoting tool. From the opportunity form within CRM, users can launch the quoting tool, which reads account and opportunity data from CRM. The quoting system creates new business and renewal quotes, saves them in SharePoint, and updates the status of the opportunity. With this system, users can view the actual detailed quote from right from the CRM quote record.

During this phase of implementation, HealthPartners ran into a timeout issue when integrating with Connecture.

The integration with Connecture makes renewal management simple. HealthPartners gets the best opportunity management software with the ability to link a robust quoting tool to Dynamics CRM. Healthcare organization proposals are detailed and industry-specific. Being able to link Dynamics CRM seamlessly to Connecture was a crucial enhancement.

For HealthPartners, the ability to centralize their information into a single system was very important. Previously, all their information was scattered in different systems. With the implementation of Dynamics CRM, HealthPartners can now efficiently find information from different group opportunities and monitor the life cycle, including activities, documentation, quoting, and renewal. With the new processes HealthPartners has in place with Dynamics CRM, they are more than 95% paper free for all customer information and account files.

With their previous solution, HealthPartners had to track individual and group markets in two different systems. With the integration of Dynamics CRM and Connecture, HealthPartners can tie all broker information to one system, where broker, agency performance, and licensing can be tracked across group and individual health care markets.

Additionally, the use of workflows and dialogs has helped greatly in allowing the end user to manage changes that in a previous system needed technical support. Dynamics CRM has also made it easier to manage changes to workflows, dialogs, and templates – allowing HealthPartners the ability to make adjustments in process without having the expense of turning it into a project.

Initially, we were only really looking for an out-of-the-box solution, but HCLTech helped us look at our process and understand where we wanted to go with it. They were able to understand our needs, help with the implementation, and point out where we could improve and add to our system.

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Case Study: Specialized Research Reporting & Training Company Phase 1 – Microsoft Dynamics CRM

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Our client provides specialized research reporting, an online catalog of training, and thought leadership events for the financial services industry. This includes banks, credit unions, mortgage, and auto lenders. Reports and Learning Services are provided on a subscription basis with defined start and end periods.

The Opportunity

The client was using a proprietary legacy system to support their daily Sales and Customer Service functions. The system had become highly customized for their Sales Processes, but did not have some of the basics of a modern crm system. This means that their system was unable to enforce internal sales best practices, easily track revenue recognition without extensive manual analysis, and more.  

The Logan Consulting Solution

After reviewing the requirements and needs with the client, Logan Consulting recommended Microsoft Dynamics 365 CRM . The first phase of the project involved extensive analysis of the current Sales functionality. Logan Consulting conducted multiple design sessions with the various internal sales groups to design the required structure and  processes that supported their business requirements and sales processes. Additionally, Logan Consulting designed and implemented a custom solution to migrate data from the legacy system to Microsoft CRM utilizing Azure Cloud database services. 

The final solution developed and configured by Logan Consulting included:

• A master data structure for accounts with multiple branches that can be used across all divisions with easily viewable hierarchy
• Lead to Opportunity with Business Process flows for three different divisions
• Extensive use of D365 Workflows and Power Automate(Flows) to automate manual processes
• Maintaining all product lists from all divisions in one location in CRM
• Use of Rollup and Calculated fields to provide key summary data at the account level regarding current client status, number of open opportunities by division, and expiration status of current subscriptions.
• Ability to easily track normal client interaction activities and notes using standard CRM Timeline Functionality without copying and pasting from Outlook
• Granular Security Roles for access to records and record creation based on Sales Functions
• Extensive use of custom objects as needed to accommodate the clients unique design requirements, intertwined with normal sales functionality of Accounts, Contacts, Leads, and Opportunities
• Ability to easily extend and modify the system as new sales requirements arise
• Migration over 10 years’ worth of data, documents and activities to Microsoft CRM in the cloud
• Use of Dashboards and views for Pipeline and Sales Activity reporting and analysis, including ability to easily create views and export data to excel for further analysis.

The Results

The project was completed in about 5 months from the start of scoping to the actual go-live day. The system was extensively tested prior to going live using Logan’s Conference Room Pilot testing process to ensure minimal issues. Training was conducted in small groups over a 10-day period prior to the go-live date. The legacy system was cut-off at close of business on a Thursday evening, with data migration taking less than 24 hours. The D365 system was up and ready for final checks on Saturday afternoon. Upon arrival on Monday morning, users were able to login and begin using the new CRM system.

The client now has a robust CRM system for all Sales processes utilizing Microsoft Azure hosting platform technology and is easily accessible from anywhere. This is especially important during this time. Additionally, the platform is easily extensible and customizable, with a multitude of techniques to further automate mundane tasks and adapt to changing sales requirements.

Off to Phase Two: Customer Service Implementation….

Replace your old ways of doing business with a modern, secure, and customizable system that already works with the Microsoft Office tools that your team is familiar with like Teams, Outlook, Excel & Word. Choose Microsoft Dynamics 365 for managing Sales and Customer Service interactions, and Marketing Outreach programs.

Logan Consulting , your Chicago-based consulting firm, has helped clients across the nation find their full potential every day. Stop losing revenue opportunities and start managing your company efficiently. Talk to us and watch your digital transformation begin.

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At Soluzione, we believe that Customers are our TOP PRIORITY. Working with this spirit, we have been able to collate many success stories of our customers, the issues that they were facing and how Soluzione provided an Absolute Solution for their business.  

Information Systems Manager, JAS-ANZ , Australia and New Zealand,

The Joint Accreditation System of Australia and New Zealand (JAS-ANZ) is a renowned organizations that helps markets work better by providing internationally recognized accreditation services that create economic benefit. When we first contacted Soluzione, we had an application stack that relied on internally developed applications. Quite a lot, we had to invest time and energy in juggling between multiple applications. The diverse nature of our application demanded a well-rounded development house that could engage and support our complex and interconnect services. Partnering with Soluzione has created unique opportunities for JAS-ANZ that have been deemed impossible.

Stichting Etherreclame

The Soluzione Product is a useful visual aid. It visualizes our sales opportunities in Microsoft Dynamics. This improves efficiency, both in prioritizing work and better decision-making. The columns show the phase of the sales cycle a potential deal is in. Guiding actions and assigning tasks directly to the delivery point.

Head of IT Stichting Etherreclame (STER) Laapersveld 70, Hilversum, 1213 VB, NL

Powerfulpoints

Chief Executive Officer, Powerfulpoints, Australia,

This is the most professional and competent of organizations in an industry where most people don’t seem to know what they are doing. We pride ourselves on our quality of work and account service and Soluzione is very much our equal in what they do. Things get done, quickly, easily, and usually on the iteration. They have taken the stress out of what has been an exasperating journey. issues are addressed promptly and professionally, nothing is too much trouble and they know what they’re talking about. Read Entire Case Study

Impact Radio Accessories

The Soluzione programmers were knowledgeable and responsive. I especially appreciate their ideas and suggestions on how to best maximize CRM. I would definitely recommend the Soluzione team for Dynamics CRM programming support.

Marketing Director / Microsoft Dynamics CRM & HubSpot Administrator

Queensford College

Head of Operations Queensford College Brisbane, Australia

We have used many RTO student management systems in the past but couldn’t meet our requirement due to inflexibility in customizing those systems according to our needs. We were looking for a system where sales marketing, student admin, student service all working in one platform rather than working in multiple platforms. We came across Soluzione who offered customized solution (SolzRBM Framework) built in MS Dynamics 365 CRM. Their team spent one complete week with us to understand our processes. Now we have been using the system for last 4 months and very happy with the Outcome. This is my Dynamics 365 Customer Story

Renodis – Telecom & Mobility Management

We have been working with Soluzione for 5 years, from initial implementation through accommodating constant business-driven changes in our systems and multiple major software upgrades to support the unique set of services Renodis provides our clients. In my long career of systems development, consulting and management, I cannot think of a better and more responsive partner to work with. We appreciate the long-term relationship, exceptional results and trust that Soluzione has built with Renodis.

IT Director Renodis Minneapolis, USA

Priority Funding Corporation

Managing Director Priority Funding Corporation Brisbane, Australia

Priority Funding Corporation Pty Ltd has been working closely with Soluzione IT Services since early 2015, where the executive team strategized and implemented significant CRM and Website changes to our organization. The friendly team took their time to understand the nuances of our business, offered innovative solutions, and once a plan was established, were extremely efficient with their execution.

Australian Institute Of Professional Education

Soluzione IT Services are a one of a kind top of the line CRM development company. Their service is second to none and their expertise in Dynamics CRM and other app development is extremely high. We’ve got an amazing partnership with Soluzione and will continue it long into the future.

Digital Operations Manager AIPE Sydney, Australia

Jogpost – UK’s Leading Leaflet Distribution Company

Managing Director JogPost Ltd London, UK

Soluzione enabled us to implement our complex business model in an integrated manner on Dynamics CRM and helped us focus on what we do best.

Israel Private Tour Guide

Soluzione was chosen due to their considerable experience with the Microsoft Dynamics CRM system and their commitment to delivering a lean project to a tight budget.

Owner IPTG and Israel Cruise Excursions Tel Aviv, Israel

New Jersey Tech Council

IT Coordinator New Jersey Tech Council New Jersey, USA

The New Jersey Technology Council partnered with Soluzione IT Services in September 2015 and we have been extremely satisfied with our choice of provider for our CRM migration. In fact, Soluzione IT Services has exceeded my expectations. We held weekly meetings to meet our agile requirements and to track progress of the project.  By allowing Soluzione IT Services team of developers to provide the best migration path from MS CRM 3.0 to the online version, they have been knowledgeable and professional which allowed NJTC to transition to cloud services seamlessly.

Gofundraise – Online Fundraising Software Provider

Soluzione has been fantastic to work with on the update of our CRM. We operate in an ever-changing, fast-paced industry where developing innovative, dynamic technology solutions is critical. Soluzione have delivered on every aspect of this and we’d recommend working with them to any business.

Business Development Director GoFundraise Sydney, Australia

Aspiri Financial Services

Financial Adviser and Principal Aspiri Financial Services Pty Ltd Brisbane, Australia

They lifted the automation and systems of the business to such a level – the growth of the business has bounded ahead in leaps and bounds.

Bailrx – Bail Bond Office Management Software

Soluzione define the meaning of offshore partners.They are able to translate the sometime hectic business needs of a start-up into functional and impactful results.It has been a pleasure working with them on multiple project and i look forward to our continued relationship.

Technical & Operations Executive BailRx Inc. New Jersey, USA

Shalya Joint Replacement & Arthroscopy Centre

Shalya Joint Replacement Centre Bhopal, India

After struggling with many Hospital management systems and vendors, Soluzione provided us a perfect solution for our specific needs. The solution while covering all aspects of patient management, is extremely easy to use. Our staff quickly adopted the solution and are at ease since years now. The solution also helped us to get our NABH accreditation and is specifically acknowledged by NABH Accreditation Team. Team Soluzione is always there to support us, even five years after deployment.

Cashé Software For Care Providers

The Soluzione team quickly understood our legacy environment and built the electronic timecard in short order with little direction. The product was well designed and it is scalable and extensible to meet our current and future needs. We couldn’t have met our customer demand without their rapid response.

President Cashé Software Oakdale, USA

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Update Child Records in a One:Many Relationship in Dynamics 365 CRM

In Dynamics 365 CRM applications like Sales and Field Service , it’s common to want to automatically update multiple contacts based on a change to an account or to make automatic changes to other kinds of records in any “parent-child” relationship.

I have helped multiple clients with a tried-and-tested customization for this need because there is no easy out-of-the-box option for it.

This automation approach can save time and reduce manual entry errors. Keep in mind that this method updates ALL child records in bulk that have the same field type as the parent.

Table of Contents

• How to Manually Bulk Update Child Records
• Update Child Records in a One:Many Relationship

Limiting Business Process Flows

Note: There are five different Dynamics 365 apps that serve various CRM needs, including Dynamics 365 Sales, Dynamics 365 Customer Service, and more. In some contexts, you may also see these products referred to as “Customer Engagement” or “CE” apps. The following approach works for any of those apps.

How to Manually Bulk Update Child Records (And Why Not To)

Technically, your people can manually update all the child records of a certain parent, for instance, by multi-selecting all those records, clicking the bulk edit button in the command bar, and updating the records to the specified value. I would recommend this approach if you were either:

• Updating only a select set of records of the child relationship.
• Updating more than 1 field for a set of records.

However, there are some limitations to that approach:

• Manual entry errors.
• Time taken for staff on a repetitive task.
• Subgrids/views may not grab all the records you need to update.

If you need to overcome those limitations, read on to learn about the automation approach we use.

The following automation can apply to any parent-child, one:many relationship, including:

• Changing contacts based on changes to their account (in Sales).
• Changing work order products based on changes to their work order (in Field Service).
• Changes to custom tables to apply metrics based on their metadata, enabling better reporting in Power BI, advanced find views, and other key reporting metrics.

This automation can be useful in many scenarios, including:

• You want any update to an account’s address to update the address for each of its contacts automatically.
• You have tiers or types of clients, and you want any change to the tier or type for each account to apply to each contact as well.
• You are adding a new field to records (and you want all the child records to have the same value for that field as the parent records).

How to Update Child Records in a One:Many Relationship

The solution for this involves the Solution: Dynamics 365 Workflow Tools .

Once the Solution file is downloaded and imported into your organization (always take a backup of your Dynamics 365 instance prior to doing this), setting up a Process/Workflow for this is very straightforward.

• Open the Solution file you would like to include your new Process/Workflow in, expand Processes, and click ‘New.’
• Provide a Process Name, Category (Workflow), and Entity. The Entity should be the parent in your one:many relationship. When working with Account (one) and Contact (many), set Entity to Account, and then ‘OK’.

When building out the rest of your Process/Workflow, make appropriate selections for Scope and trigger events under the ‘Start When’ section. For this example, I am going to leave Record is Created checked and set Main Phone as a trigger under the Record Fields Change area.

Next, the logic in the process/workflow is built out.

• Select ‘Add Step,’ scroll down and highlight the msdyncrmWorkflowTools (version), and select: Update Child Records. Once selected, click the ‘Set Properties’ button.

Make the following updates:

• Parent Record URL – Set to: Account – Record URL (Dynamic)
• Relationship Name – Set to: contact_customer_accounts
• Parent Field Name – Set to: telephone1
• Child Field Name to Update: telephone1

Note: The correct settings here will depend upon what entities and relationships you are working with. Make the appropriate adjustments for your own scenarios.

If you are updating more than one field from the Parent to Child records in the same workflow, you will have to create a new step/action for each field you plan to update. For Example, one step for Street 1 on an Address, one step for City on an Address, etc.

Save and Close when the settings have been established. Make any other updates to your Process/Workflow as you see fit. Activate the Process/Workflow when done.

Now, when we update the Main Phone on the Account, the newly created Process/Workflow automatically updates the related contacts.

Another example I have used in the past is an indicator or flag on certain records to limit business process flows. For instance, I helped a company using Dynamics 365 Field Service set logic so that I could reference some information from the related Service Account from a Work Order on the Booking when it’s ready to be Scheduled.

This enabled the company to create Work Orders for certain customers, but it would alert the Dispatcher or Manager when they tried to schedule/create a Booking for the Work Order, indicating that the related Service Account had a Credit Hold.

If there’s a Credit Hold on an Account, I would also pass this same value to the related Work Orders so that Dispatchers/Managers can see the Account has a Credit Hold but can override that if they would like on an exception basis (for instance, if the work that needs to be completed is an emergency). Otherwise, it would alert the business that Work Orders shouldn’t be scheduled for this Service Account.

To set this automation up, you’ll first need to create a Yes/No custom field for the Service Account and the Work Order tables. This can be named to fit your organization needs, but our case was named “Credit Hold”.

Create the workflow described above to update the child records On Create and On Change of this field on the Account table. Surface this field on the Work Order form so other Users can see this field and can toggle it on or off per Work Order or per Customer.

Then, build a real-time workflow to show an error when a Booking record is created if this custom field = “Yes” on the related Work Order.

If you have any questions about automations or other improvements to your Dynamics 365 CRM applications , please connect with us .

41 pages of step-by-step instructions for 6 different key tasks in Dynamics 365 CRM apps. Includes interactions with Power Apps and Power Automate!

Dynamics 365 CRM How-To eGuide

Youngha Kim

As a Solution Specialist, Youngha shares his passion for business processes while improving the client’s efficiency through Dynamics 365 Customer Engagement. His background consists of multiple aspects including Marketing, Project Service, Sales, and Field Service which yields him with diverse knowledge to aid him in any challenging implementation issues.

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Replicating Dynamics 365 Permissions to SharePoint: The Liebherr Case Study

I. executive summary.

This case study explores how Liebherr, Europe’s largest privately owned manufacturer of refrigerators and freezers for residential and commercial use, improved access control to their Dynamics 365 / SharePoint documents through the implementation of Connecting Software solutions.

II. Background and Context

Company Overview : Liebherr-Hausgeräte Ochsenhausen GmbH is a manufacturer of refrigerators and freezers. As the name suggests, it is headquartered in Ochsenhausen, Germany. Its production facility has approximately 2,000 employees. The company is a subsidiary of the Liebherr Group, a multinational conglomerate founded in 1949 with over 48,000 employees worldwide.

Tech stack : In their IT environment, Liebherr-Hausgeräte leverages an integrated Microsoft Dynamics and SharePoint solution. Dynamics 365 handles the Customer Relationship Management (CRM) needs of several hundred users, while Microsoft SharePoint serves as the Document Management system for some of those CRM users and external people.

Initial Challenges : Using the integration that Microsoft provides to connect Dynamics 365 with SharePoint, all documents within Dynamics 365 become visible in SharePoint. This offers advantages in document collaboration and version control. However, the existing permission scheme in Dynamics 365 isn't reflected on the SharePoint side. This disconnect allows someone without permissions in Dynamics 365 to still access documents through SharePoint. Recognizing this as a security concern, the Liebherr-Hausgeräte IT team sought a solution to improve permission management across their integrated Dynamics and SharePoint environments.

III. Objectives

Project Goals : Liebherr set clear objectives for resolving their document permissions issues. They aimed to:

• Enhance overall document security by ensuring that only authorized individuals can access sensitive information.
• Restrict document access so that users only access documents in SharePoint that they have permissions for in Dynamics 365.

Key Performance Indicators (KPIs):

• No unauthorized document access incidents in any department.
• No change in user access workflows or efficiency.

IV. Solution

Solution Description : Connecting Software provided a comprehensive solution that covered more than what was originally planned. Initially, the focus was on CB Dynamics 365 to SharePoint Permissions Replicator , but they then added SharePoint Structure Creator to ensure an optimal organization of SharePoint documents while also avoiding reaching the Unique Permissions limit.

Timeline : The project was completed in just four months.

V. Results and Benefits

Outcomes : The implementation of Connecting Software’s solutions led to several key benefits for Liebherr:

• Enhanced Security : The seamless replication of Dynamics 365 permissions to SharePoint ensured that only authorized personnel could access documents.
• Improved Compliance : The improved permission management system helped Liebherr maintain compliance with internal policies and external regulations.
• Efficient Document Management : The addition of SharePoint Structure Creator optimized document organization, preventing potential access issues and ensuring the unique permissions limit is not reached.
• Positive User Experience : Users experienced no disruptions to their workflows, maintaining efficiency while benefiting from increased document security.

"Great tool to automate the replication between SharePoint and D365. It was the best solution, does exactly what we needed. You only see the SharePoint locations that you have access to in D365.” Daniel Maier - CRM Application Officer -Liebherr-Hausgeräte Ochsenhausen GmbH

Conclusion : By implementing CB Dynamics 365 to SharePoint Permissions Replicator and SharePoint Structure Creator, Liebherr has effectively addressed its initial challenges and achieved its project goals.

VI. Learn More

To learn more about how Connecting Software can help your organization improve document access control and management, explore detailed information about the CB Dynamics 365 to SharePoint Permissions Replicator and SharePoint Structure Creator . For a comprehensive understanding of Liebherr's success story, you can also download the full case study in PDF format .

Software engineer since 1997, she is now a technical advisor for Connecting Software.

Connecting Software  is a producer of integration and synchronization software solutions since 2004.  We operate globally and w e are also a proud “Top Member” and "Top Blogger" at CRMSoftwareBlog.

References and Resources

CRM Software Blog -  Guide | Dynamics 365 Document Management

YouTube - Mastering Document Management: Integrating SharePoint with Dynamics 365

Connecting Software blog -  Mastering SharePoint Unique Permissions for Admins

CRM Software Blog -  Using a SharePoint Integration? Be Aware of the SharePoint Document Library Limits

Connecting Software blog -  Top 5 SharePoint Document Management Best Practices

Connecting Software blog -  Dynamics 365 Success Stories

• Dynamics ♥ SharePoint & SharePoint ♥ Blockchain
• Have You Heard About the New Dynamics 365 + SharePoint Document Management Suite?
• The Ultimate Guide on the Dynamics 365 + SharePoint Document Management Suite
• Synchronize Dynamics 365 and SharePoint Security Model using CB Dynamics 365 to SharePoint Permissions Replicator
• Mastering the Art of Dynamics 365 PDF Quotes - A 2024 Power User’s Guide

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Case study for Dynamics 365 implementation project training strategies

• 3 contributors

A midsize global fire protection company has earned a reputation for providing maintenance and service of the highest quality to its customers. During its 75-year existence, this company has built its business organically through natural growth, marketing, and geographic expansion, and also through numerous acquisitions of smaller fire protection companies. The company recently hired a new chief information officer (CIO) to replace the one who retired after 15 years in the job. The new CIO had extensive experience working with Microsoft and software as a service (SaaS) products. The CIO's immediate focus was to consolidate and modernize the applications that employees use to conduct their business.

In the training plan, the company included a mix of high-level and detailed training objectives. The high-level objectives included these goals:

• Don't allow access to the live system without a solid training program.
• Prepare a core team of trainers to help support the initiative.
• Continue to receive feedback and improve the training approach.
• Develop the training materials early, and schedule classes early.
• Prepare all business users to use the relevant Dynamics 365 application efficiently, and address any key business process changes that are required in their job function.

Specific objectives were centered on business processes such as Prospect to cash (for example, "All sales team members should be able to execute the standard Prospect to cash flow on their own"). Their specific training objectives, listed here, helped support business goals for the application:

• Increase sales by 10 percent year over year.
• Improve productivity by 25 percent by measuring work order completion time.
• In the Accounting business department, increase user satisfaction (covered in an annual poll) by 10 percent, and increase user competency (measured by metrics in the application) by 15 percent.

The team understood that to ensure successful training and achieve meaningful user adoption, they must begin planning early and set up a strong team to support it.

The team benefited from using a change impact assessment matrix to understand the changed business areas, topics, and affected user groups. The matrix helped the team prepare and prioritize training sessions.

The company had experience developing and conducting trainings for previous projects. They knew that they wanted to incorporate various learning modalities: written documentation, videos, hands-on learning, and multiple training labs that use real and recognizable data.

The company's legacy application infrastructure reflected the way that the business had grown. The back-office system ran on an on-premises application that had been used since 1990. Front-office users (salespeople and field dispatchers) and field technicians didn't use any application. Instead, they were still using pen-and-paper-based methods. Because of the number of acquisitions that the company had made over the years, these methods varied, sometimes by business unit and sometimes by other organizational structure. No overarching governance model consolidated the different methods.

As a result, employees who were in identical roles used different methods to accomplish their day-to-day work. This discrepancy in job execution versus job role could be attributed to the fact that many employees joined the organization via acquisition and had never been required to change. It was necessary to capture all "as-is" processes and assess the impacts of moving to the new application, from both a technical perspective and a business process change perspective.

Given the numerous challenges of supporting a wide variety of applications for all users, the company used the Business process modeler (BPM), task guide, and custom guided help features for content development and user training. By having all business processes documented on one platform, the organization gained a single source of truth. Task guides not only provided consistency to all the business processes that were used across the different departments, but they also made employee orientation and training a smoother experience. Task guides were also embedded in the product help experience to provide a 24/7 interactive help experience.

The company set itself up for success by clearly defining all these processes and the group of users that had to be trained. Its subsequent training delivery was a smooth process that included all user persona business processes.

Because of the evolving nature of Dynamics 365 applications and organizations, and also the fact that the project was being rolled out in multiple phases, the company developed an ongoing training process where training was carried out, reviewed, and updated as a cycle. A well-structured and well-organized ongoing training plan was especially critical for this organization, because it used several interfaces (desktop and mobile applications) that released new versions of their application at different points during the year. Therefore, it was even more important to have defined training cycles.

In addition to planning for the April and October releases of the application, the organization needed a plan to move its technicians to the new version of the Dynamics 365 Field Service mobile application that was available. This transition required a project of its own and a separate training plan.

Formal feedback was recorded after the trainings, and Microsoft Teams channels were created so that employees could continue to provide feedback to the team. Users were encouraged to share knowledge, ask questions, and suggest improvements to the training materials. The team was also able to collect feedback and create metrics by using help desk tickets. This approach helped them identify areas of the application that users found challenging.

The organization determined that mobile Field Service technicians were logging more tickets than other application users. By learning the types of tickets that technicians were creating, trainers were able to pinpoint a specific area of the work order process that had to be made clearer during training. Adjustments were also made to the training materials.

During the initial days, one of the objectives, "Don't allow access to the live system without a solid training program," was difficult to meet. However, over time, the company learned that it could achieve a significant reduction in business process issues by making sure that every user received adequate training.

During the first few months, an evaluation of key performance indicators (KPIs) showed that the organization was on track to meet all the detailed objectives that the team set.

• Training strategy
• Create a training plan
• Define the training schedule
• Delivery approach for the training plan
• Training process and best practices
• Checklist for your training strategy

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