Reviving a Struggling CRM Implementation | IT Firm with D365 Sales

Reviving a Struggling CRM Implementation for an IT Firm with Dynamics 365 Sales

Industry & Challenge

An IT services company had already implemented Dynamics 365 Sales, but the system was failing to meet the needs of its sales team. Instead of streamlining processes, the CRM created friction, leading to low adoption and inefficiencies. Frustrated by the limitations of their existing setup, the company considered either switching to a new CRM or undertaking a costly reimplementation.

Solution Provided

TrellisPoint stepped in to assess the gaps and took a crawl, walk, run approach, focusing on incremental, high-impact improvements rather than a full reimplementation. Our approach included:

• Quick Wins: Immediate fixes to improve usability, data accuracy, and reporting.
• Process Alignment: Tailoring workflows to better match the sales team’s real-world needs.
• Ongoing Enhancements: Gradual optimizations that increased system adoption and overall value.

By making strategic refinements instead of starting from scratch, TrellisPoint transformed the CRM into a powerful, sales-friendly tool at a fraction of the cost of a new implementation.

Results & Impact

• Higher CRM Adoption: Sales team engagement improved significantly.
• Optimized Workflows: System functionality aligned with real sales processes.
• Cost Savings: Enhanced the existing system at a much lower cost than a reimplementation or CRM switch.
• Scalable Improvements: The CRM now serves as a foundation for future enhancements.

Lessons & Takeaways

• A frustrating CRM implementation does not always require a costly reimplementation or system switch.
• A crawl, walk, run approach delivers incremental value while minimizing disruption.
• CRM optimization is about aligning technology with user needs, not just system capabilities.

By refining the existing Dynamics 365 Sales environment, TrellisPoint helped the IT firm turn a failing CRM into a strategic asset for sales success.

Optimizing a Struggling Dynamics 365 Sales Implementation FAQ

Why wasn’t the initial Dynamics 365 Sales implementation working for the client?

The system was not configured to match the sales team’s workflows, leading to inefficiencies, poor adoption, and frustration. It lacked usability improvements, automation, and meaningful insights that sales teams rely on.

How did TrellisPoint improve the CRM without a full reimplementation?

Rather than starting over, we took a crawl, walk, run approach, making incremental enhancements that quickly improved usability, data accuracy, and reporting—without the high cost of a new system.

What are the benefits of optimizing an existing Dynamics 365 Sales system instead of replacing it?

• Significant cost savings compared to migrating to a new CRM.
• Minimal disruption to business operations.
• Faster improvements with a focus on immediate value.
• Long-term scalability with future optimization options.

What types of quick wins were implemented to drive adoption?

We focused on workflow improvements, data consistency, reporting enhancements, and user experience tweaks to make the system easier and more valuable for the sales team.

How did TrellisPoint ensure that the system would continue to improve over time?

We provided a structured roadmap for ongoing enhancements, ensuring that the CRM remains aligned with evolving business needs while avoiding unnecessary complexity.

Can this approach work for companies in industries outside of IT?

Absolutely! Any organization struggling with a poorly adopted CRM can benefit from an incremental optimization approach instead of assuming they need a costly reimplementation.