Reliable CRM Support Provided When the Internal Resource Was Unavailable at a Wealth Management Firm

Industry & Challenge

A wealth management firm in the fin serv industry faced a sudden operational gap when their primary in-house Dynamics 365 Sales support resource needed to take extended leave. Without a dedicated expert, critical functions such as client relationship management, reporting, and sales operations and others were at risk of disruption. The firm needed immediate, reliable D365 support to maintain business continuity without overburdening existing staff.

Solution Provided

TrellisPoint deployed an elastic support team to provide full-time expertise on Dynamics 365 Sales. Our team seamlessly took over day-to-day system management, troubleshooting, and user support, ensuring:

• No disruption in CRM functionality or data integrity.
• Continued optimization of sales processes within Dynamics 365.
• A smooth transition when the in-house resource returned.

By leveraging TrellisPoint’s deep knowledge of Dynamics 365, the firm avoided workflow interruptions and maintained high-quality service for their advisors and clients.

Results & Impact of TrellisPoint's Solution

• Zero Downtime: Critical CRM functions remained fully operational.
• Expert Guidance: Immediate access to a team of D365 specialists.
• Operational Flexibility: Scalable support that adapted to business needs.
• Seamless Handoff: A structured transition plan ensured the in-house resource could easily resume responsibilities.

Lessons & Takeaways

• Having an on-demand support team mitigates risks when internal resources are unavailable.
• A well-structured CRM continuity plan ensures client service and sales operations remain uninterrupted.
• Partnering with an expert Microsoft partner provides scalability and flexibility in resource planning.

By stepping in with expert support, TrellisPoint helped the firm maintain stability and efficiency, reinforcing the value of strategic CRM management in financial services.

Short-Term CRM Support FAQ

What specific tasks did TrellisPoint handle during the extended leave?

Our team managed CRM system administration, troubleshooting, user support, reporting, data integrity, and process optimization.

Is TrellisPoint’s support team available full-time or part-time?

We offer flexible engagement options, ranging from full-time support to part-time assistance based on business needs.

How did TrellisPoint ensure a smooth transition when the in-house employee returned?

We provided detailed documentation, knowledge transfer sessions, and a structured handoff to ensure a seamless transition.

Can TrellisPoint provide ongoing CRM support even after the internal resource returns?

Yes! Many clients continue working with us for long-term CRM optimization, system enhancements, and strategic growth consulting.

Does TrellisPoint only support Dynamics 365 Sales, or can you assist with other Microsoft solutions?

While this engagement focused on Dynamics 365 Sales, we support all Dynamics 365, Power Platform Copilot, and Azure AI.

How does TrellisPoint’s elastic support model work?

Our elastic support model allows businesses to scale their CRM support up or down as needed.

What are the benefits of using an external CRM support team instead of hiring a temporary replacement?

With TrellisPoint, businesses gain access to specialized Microsoft experts, faster response times, and lower long-term costs compared to hiring and training temporary staff.