Continuing our previous blog post “Digital Transformation for the C-Suite“, we now turn our focus to another Field Story: a printer company. This company sells high-end, custom printers with the accompanying high-end inks and consumables. They are on an old version of Microsoft Dynamics NAV and have determined that the cost to upgrade is astronomical. The cost of these solutions is not just the cost of the upgrade (labor in the hundreds of thousands of dollars) but is also the cost of the IT infrastructure, IT Management, Security, Compliance, GDPR, and this list goes on.
I entered into a management consulting arrangement with them to define a path-forward that includes Dynamics 365 Business Central as a SaaS solution (in the multi-tenant Microsoft Azure Cloud). Moving customer to the cloud is something I have done since 2010 and so this engagement only has a few wrinkles, such as deprecating customizations and reports as well as mapping ISV functionality to the future state.
That part was fairly routine. The usual questions around security, uptime, redundancy, compliance and features came into play. The digital transformation conversation was the most exciting. This company sells to dealers and therefore, their customers (who use their printers) were not readily known to the business. Enter Dynamics 365 Business Central + CRM functionality. With the Common Data Service, yes your ERP and CRM systems can talk to each other without the special need for integrations.
The result is a system where the customers are known to the business, while maintaining the relationships with the dealers and ecosystem. This ends up being the “cake and eat it too” option for the business where they break down silos of information and provide their end customers with support, returns, quality and experience leadership.