Process · CRM · Change · Programs
Change how your organization runs, and make it stick.
We run transformation programs end to end: redesigning and automating processes, implementing Microsoft Dynamics 365, aligning teams and roles, and preparing people to work the new way.
The challenge
Transformation stalls between the plan and daily work.
Most organizations know what needs to change. Customer information sits in spreadsheets and inboxes, approvals pass through long email chains, teams overlap after a reorganization, and a CRM bought years ago is used by a fraction of the people it was meant for.
The gap is rarely the idea; it is execution. We close it by doing the work: mapping and redesigning processes with the people who run them, configuring and integrating the systems that support them, defining roles and decision rights, and running the program until the new way of working is in daily use.
Who this is for
COOs and operations leaders
Faster, simpler processes with owners and measures everyone can see.
Sales, service and marketing leaders
One customer record and processes their teams actually follow.
Transformation and PMO leaders
A delivery team that runs the program, not just the plan.
IT and enterprise applications teams
A CRM that is configured, integrated and maintainable.
What we deliver
Services and capabilities
Six capabilities, delivered on their own or as one program, from customer engagement and process redesign to Microsoft Dynamics 365. When the change reaches records, our Information Governance & Records practice delivers it on our own products, MapleRecord and MOLI.
Customer experience and engagement
Customers feel every handoff between teams. We map journeys across sales, service and marketing, then redesign the processes and systems behind them, so each interaction builds on the last.
- Customer journey and touchpoint mapping
- Engagement processes across sales, service and marketing
- Customer feedback loops built into daily operations
- Journey measures tied to business outcomes
Organizational design and alignment
Overlapping teams and unclear ownership slow every decision. We define structures, roles and decision rights around the work, and put them in place with the leaders who run it.
- Operating model and team structure
- Roles, responsibilities and decision rights
- Alignment of goals and measures across teams
- Transition plans for reorganizations and mergers
Process and business optimization
Manual steps and rework hide in most core processes. We map how work really flows, remove what adds no value, and automate the steps that remain repetitive.
- Current-state process mapping and measurement
- Redesigned future-state processes
- Workflow automation and system configuration
- Process owners, controls and performance measures
Change enablement and insights
New processes and systems only pay off when people use them. We plan and run the people side of change and track adoption, so issues surface early and get resolved.
- Stakeholder and impact analysis
- Communication and training plans, delivered
- Adoption measures and feedback reporting
- Reinforcement after go-live
Program and project management
Parallel initiatives compete for the same people and budget. We run programs and projects with one plan, clear governance and regular reporting, from kickoff to handover.
- Program setup, scope and roadmap
- Agile and phased delivery management
- Risk, dependency and budget tracking
- Status reporting for sponsors and steering groups
Microsoft Dynamics 365
Tailored enterprise solutions for sales, marketing and customer service: streamlining business operations, strengthening customer relationships and driving measurable growth.
- Implementation and configuration of Dynamics 365 Sales
- Case and service processes in Dynamics 365 Customer Service
- Marketing journeys in Dynamics 365 Customer Insights – Journeys
- Integration with ERP, data platforms and Adobe Marketo Engage
- Training, adoption support and ongoing optimization
Information Governance & Records
Governed records, run on our own products.
For government and regulated industries, the change often reaches records: how they are captured, retained, found and disposed of. Our Information Governance & Records practice delivers that work.
Explore Information GovernancePublic sector and enterprise records management
MapleRecord
Records management software for government, municipalities and regulated organizations, with workflow automation, a seamless user experience and lifecycle governance.
AI-driven record management system
MOLI
AI-powered search and retrieval and cloud integration across AWS and Azure, with a user-centric design and controls designed to support GDPR, PDPA, PIPEDA and CCPA compliance.
From vision to victory
Three stages, one accountable team
Each stage ends with something tangible you can review, use and build on. What you keep is listed under What you receive, further down this page.
- 01
Understand & strategize
Map current processes, customer journeys, systems and roles with the people who run them, and agree on measurable targets and priorities.
- 02
Implement & integrate
Redesign and automate processes, configure and integrate Dynamics 365, put new roles in place and run the program to plan, with minimal disruption.
- 03
Optimize & grow
Track adoption and process measures, refine workflows and configuration, and extend the change to further teams and regions.
Deliverables
What you receive
Practical outputs your teams can use, run and maintain.
Transformation roadmap
Priorities, phases and measures, agreed with the leaders who own the outcome.
Process maps and redesigned workflows
How work flows today and how it will flow, with owners and controls.
Operating model and role design
Team structures, responsibilities and decision rights for the new way of working.
Configured Dynamics 365 environment
Sales, service or marketing processes configured, integrated and documented.
Change and training plan
Communications, training and adoption measures, delivered with your teams.
Program plan and status reporting
One plan, governance and regular reporting across workstreams.
Practical applications
How this work applies in practice
These are illustrative scenarios that show typical situations and approaches. They are not descriptions of specific client projects.
FAQ
Frequently asked questions
Do you plan the transformation or deliver it?
Both, with the emphasis on delivery. Discovery and the roadmap are the first stage of the work. The same team then redesigns processes, configures and integrates systems, runs the program and supports adoption until the new way of working is in daily use.
Which Microsoft Dynamics 365 applications do you work with?
We implement, configure and integrate Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Customer Insights – Journeys for marketing. We configure them around your processes and connect them to the systems your teams already use.
Do we need a new CRM to start?
No. Many programs are process, organization or change work with no new system involved. When a CRM is part of the answer, we start from the processes it needs to support, then configure the platform around them.
Can Dynamics 365 work alongside our Adobe stack?
Yes. Adobe Marketo Engage syncs natively with Microsoft Dynamics, and we set up and maintain that sync as part of our MarTech work on Adobe. We also integrate CRM data with the data platforms behind analytics and personalization, so customer information stays consistent.
How do you make sure the change sticks?
We plan the people side of change from the start: who is affected, what they need to learn and how adoption will be measured. After go-live we track those measures and keep refining processes and configuration until they hold.
How does this relate to MapleRecord and MOLI?
MapleRecord and MOLI are our own records management products for government and regulated industries. MapleRecord covers public sector and enterprise records management with workflow automation, and MOLI is our AI-driven record management system, designed to support compliance with GDPR, PDPA, PIPEDA and CCPA. Both are delivered through our Information Governance & Records practice.
Connected expertise
Explore related services
- Information Governance & RecordsRecords lifecycle, retention and privacy compliance support, with MapleRecord and MOLI
- Data & AnalyticsData strategy, governance, modern data architecture, data science and visualization
- AI GovernanceResponsible AI, AI risk management and compliance support
- MarTech & Adobe Experience CloudCustomer data, content, personalization, analytics, marketing automation and commerce on Adobe
- Engineering & TechnologyCloud on AWS and Azure, DevOps, AI/ML enablement, mobile, QA and custom software
- Experience DesignUser research, service design, design thinking, content and CX optimization
- Digital & ProductDigital strategy, product vision, product development, go-to-market and agile delivery
- All servicesCore expertise and all seven practice pillars, in one place.
Start a conversation
Plan the change, then deliver it with one team.
Tell us about the process, team or CRM you want to change. We'll scope a practical first phase with you.