Optimizing D365 for an IT Firm | Simplifying CRM for Better Adoption

Industry & Challenge

An IT firm had invested in Microsoft Dynamics 365, but their team wasn’t using the system effectively. The CRM was overly complex, with cluttered forms, inefficient workflows, and unclear processes. This lack of adoption led to poor data entry, inconsistent reporting, and lost productivity.

Solution Provided

TrellisPoint worked closely with the client to optimize their Dynamics 365 environment, making it more intuitive and user-friendly:

• Simplified Lead, Contact, Account, and Opportunity forms by removing unnecessary fields.
• Refined business processes to align with real-world workflows, reducing friction.
• Improved navigation and usability, making the system easier to adopt.
• Trained the team on best practices for CRM usage to ensure long-term success.

By customizing Dynamics 365 to fit the client’s needs, TrellisPoint transformed it from an underutilized system into a powerful tool that drives efficiency.

Results & Impact

• Higher User Adoption: Employees now engage with the CRM daily.
• Faster Sales Processes: Simplified workflows reduce time spent on administrative tasks.
• Improved Data Accuracy: Clean, structured forms lead to better reporting.
• Better Collaboration: Sales and service teams can now leverage shared insights effectively.

Lessons & Takeaways

• Complexity kills CRM adoption—users need an intuitive system that matches their workflow.
• Optimizing an existing system is often more cost-effective than replacing it.
• CRM success depends on a well-structured, easy-to-use system that drives business value.

By refining their Dynamics 365 setup, TrellisPoint helped this IT firm maximize efficiency, improve data quality, and increase overall CRM adoption.

How to Optimize Dynamics 365 for Performance & Simplicity FAQ

Why wasn’t the IT Firm using Dynamics 365 effectively?

The system was overly complex, difficult to navigate, and didn’t align with real sales and service processes, making it frustrating for users.

What specific optimizations did TrellisPoint implement?

• Simplified key forms (Lead, Contact, Account, and Opportunity).
• Refined workflows to eliminate redundant steps.
• Improved UI/UX to make navigation more intuitive.
• Provided training to drive user adoption.

How does simplifying a CRM improve adoption?

A cleaner, more intuitive system encourages users to engage with the CRM, improving data accuracy and overall productivity.

Did the company need to start over with a new CRM?

No! By optimizing their existing Dynamics 365, they avoided the cost and complexity of a full reimplementation.

What measurable benefits did the company gain from this optimization?

• Increased CRM adoption across teams.
• Faster, more efficient processes for sales and service.
• Better data quality leading to more accurate reporting and insights.

Can this optimization approach work for other industries?

Yes! Any company struggling with low CRM adoption or inefficient workflows can benefit from a targeted optimization strategy.