The Challenge
The client had made a significant investment in Microsoft Dynamics 365, but the system wasn't delivering on its promise. Overly complex forms, cluttered fields, and workflows that didn't reflect how the team actually worked left users frustrated and disengaged. Adoption stalled almost immediately. Data entry was inconsistent, reporting was unreliable, and managers couldn't trust the pipeline numbers in front of them. Productivity suffered, and leadership began questioning whether the right move was to scrap the platform entirely and start over with a different CRM.
The Solution
TrellisPoint took a different approach: optimize before replacing. Working closely with the client's sales, service, and operations teams, TrellisPoint identified the friction points blocking adoption and built a plan to fix them in place. Lead, Contact, Account, and Opportunity forms were simplified by removing unnecessary fields and surfacing only the information users actually needed. Business processes were refined to match real-world workflows, eliminating redundant steps. Navigation and usability were improved across the board to make the system faster and easier to use. To lock in long-term success, TrellisPoint also trained the team on CRM best practices, building confidence and consistency. The result was a Dynamics 365 environment that finally fit the way the team worked, without the cost or disruption of a full reimplementation.
The Results
With the optimized environment in place, the client saw immediate improvements. User adoption climbed sharply, with employees engaging with the CRM as part of their daily routine. Simplified workflows reduced administrative overhead and accelerated sales processes. Cleaner, structured forms produced more accurate data, which in turn delivered reporting leadership could trust. Sales and service teams began collaborating from shared, reliable customer insights, breaking down the silos that had previously limited visibility. By optimizing the existing system rather than replacing it, the client preserved their original investment, avoided major disruption, and unlocked the full value of Dynamics 365.
