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Microsoft Dynamics CRM success stories

How do you implement CRM in an organisation successfully? At Alithya, we believe it’s more about your mindset than the technology you use or the money you spend.

Read on to discover more about our CRM implementation methodology, as well as Microsoft Dynamics CRM success stories from our own customers.

Not all CRM implementations drive the business outcomes they were intended to - so what’s the secret to Microsoft Dynamics CRM success?

It’s no secret that not all CRM implementations are successful, a recent report shows CRM initiatives currently have a 63% fail rate. Many take longer than expected to complete, and even longer to deliver ROI - if they deliver ROI at all.

You may even have first-hand experience of a failed CRM project yourself - or you may be in the middle of a struggling one right now, in need of a solution to break the deadlock and start creating value with CRM.

At Alithya, we believe a successful Microsoft Dynamics CRM implementation shouldn’t be such a challenge. However, it requires an organisational mindset and implementation methodology where go-live is viewed as the start of the journey - not the end.

Our proven CORE methodology, which is based on more than 1,000 implementations, can help your organisation become a Microsoft Dynamics CRM success story.


Find out more in our free guide

7 Best Practices for a Successful Software Initiative

What’s different about companies using CRM successfully?

We’ve helped companies in a wide range of industries use CRM successfully, and found that this success always comes down to three factors:

Adoption and optimisation

In order for a company to use CRM successfully, it needs to be capable of driving adoption and optimisation. Adoption comes from two key places - engagement from the leadership team and training. Optimisation comes from having a clear goal and ensuring your CRM solution helps you achieve your business outcomes and ROI.


When we say productivity, we mean more than just using Dynamics 365 CRM to enter data on a form or creating a report. For companies using CRM successfully, Dynamics is more than a tool - it’s how they do business.

Employee satisfaction

Finally, the most successful companies implement CRM in a way that improves employee satisfaction. Using Dynamics 365 CRM shouldn’t be an activity you and your team dread - it should be part of their DNA.

What our customers say


"Just to celebrate, we finally reached a tipping point with Microsoft Dynamics 365 now where nearly all teams are not just seeing it as something Leadership have forced on them but a tool which can really help them do their jobs."

Rebecca McClure

Director of Operations, BDO


"This release is a quantum leap in terms of reporting and efficiency - it gives us as a team so much more visibility in what activities generate value. In terms of revenue and growth - so information to make decisions on where we should invest more resources, as well as the time saving for report creation for the team - direct access to Alithya has been a game changer in terms of understanding and delivering the solution."

Susanne Sauer

Marketing Manager, Victrex



3 steps to CRM adoption with a High Performing Organisation (HPO) perspective

Want to find out more about how you can join the ranks of companies using CRM successfully and become a high-performing organisation (HPO)? Download our infographic, 3 steps to CRM adoption with a HPO perspective.


Setting up your business for Microsoft Dynamics CRM success

1. Adopt the right organisational structure

1. Adopt the right organisational structure

Before starting your Dynamics 365 CRM project, it’s important to pull together the right team structure to lead the effort. You need an executive to be responsible for the implementation, a core team of subject matter experts, and a group of administrators to drive adoption across the organisation.

2. Establish a solid training plan

2. Establish a solid training plan

Training is key to ensure everyone in your business is able to use CRM successfully. Remember, many of your employees won’t have used CRM before and may not fully understand the value, so make your training as specific as possible to an individual’s role, position and level within the organisation.

3. Keep everything moving forward with cadence

3. Keep everything moving forward with cadence

Companies using CRM successfully know that if they don’t take the time to review their CRM project, it’ll get lost in the whirlwind of everyday business activities. HPOs recognise the need to create a cadence of accountability, with regular tactical and strategic meetings to maintain focus and momentum for a successful CRM implementation.

Our CRM implementation methodology

In order to help our customers think about CRM in the right way, and put in place the right organisational structure, training plan and cadence of accountability to deliver a successful implementation, we’ve developed a methodology we call CORE - Customer Owned Rapid Engagement.


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Our business outcomes framework

In turn, one of the most important principles of the CORE methodology is to focus on the most important business outcomes first.

Not sure what your organisation should focus on first for a successful CRM implementation? Our unique business outcomes framework is here to help.



Comprehensive Microsoft Dynamics Support.

Optimise your investment with a support resource you can rely on. Our support service allows our customers to answer their questions and to fix any issues that arise. Our comprehensive support program, gives you access to the expertise you need to ensure your Dynamics 365, ERP and CRM solutions are up, running and serving the evolving needs of your business.

D365 University.

The right training helps your organisation succeed. Our D365 University Platform is an online learning management system (LMS) built with a curriculum that provides ongoing coaching to your team. We include technical and role-based user training delivered live and on-demand 24/7 on any device. We believe training is one of the key foundations to driving user adoption.

Our customers’ Microsoft Dynamics CRM success stories


Serco is a business process outsourcer that works with governments and private sector companies across the globe. It partnered with Alithya Fullscope after recognising that its previous Salesforce CRM no longer met the needs of its users, and set about moving to Dynamics 365 CRM.

We successfully implemented CRM in just 12 weeks, helping Serco unlock savings of £250,000 at the same time as improving win rates, increase leads, improve forecasting and more.

"Salesforce no longer met the needs of either our IT strategy or our users. Fullscope helped us get into detail very quickly about what was required and not required as a business."

Katy Bassett

Chief of Staff, UK & Europe, Serco

Find about more about Microsoft Dynamics CRM vs Salesforce

Travel Counsellors

Travel Counsellors, an independent travel company with more than 1,800 counsellors across seven countries, wanted to upgrade from on-premises CRM to a cloud-based solution and reengineer its business processes at the same time - a move that would help support growth and enable it to better service customers in the B2B and B2C markets.

It considered proposals from Salesforce and Sugar CRM before choosing Alithya and Dynamics 365 CRM to deliver on business outcomes such as improved forecasting, lead handling and responsiveness.

"From the initial business value meetings to the actual migration and how we can improve our current process, Alithya helped us make sure we were doing things according to best practice and using that expertise to make the implementation as smooth as possible."

Nick Latocha

Head of Data and Insight, Travel Counsellors

Find out more about moving from on-premises CRM to Dynamics CRM Online


Victrex is the world’s leading manufacturer of high-performance polyaryletherketone materials. After the business outgrew its previous Saratoga CRM, Victrex partnered with Alithya Fullscope to implement Dynamics CRM in a way that would talk to other business applications across sales order processing, invoicing, marketing and BI.

The new solution has helped Victrex reduce resource spend on CRM management by two-thirds, as well as driving more accurate business and market intelligence, and improving agility of project delivery.

"Fullscope became an extension of our project team which meant the process of implementation was seamless. This has been the best CRM deployment I have ever been involved in."

James Fleming

Group IT Director, Victrex

Why Alithya?

In the top 1% of Microsoft Dynamics partners worldwide

Alithya has a reputation for delivering successful CRM projects in short timeframes for the manufacturing and professional services sectors.

This reputation has helped us become one of the ten highest-level Microsoft partners in the UK. We’ve also been a member of the Inner Circle for Microsoft Dynamics for over a decade - placing us in the top 1% of partners worldwide for revenue and customer satisfaction.

Few other Microsoft Dynamics partners have the same CRM industry know-how, industry IP, proven track record and close links to Microsoft as us, and we pass the benefits of this back on to all our customers.


A proven methodology for rapid implementation

Many CRM implementations take longer than planned - six to 12 months is common - and, according to Butler Group, the rate of failure is as high as 70%.

That’s why it’s so important to choose a Microsoft Dynamics partner with a proven ability to deliver a return on investment in as short a timeframe as possible. We’ve developed our own agile methodology to implement a world-class CRM from start to finish in just 13 weeks, based on three principles:

1. Focus on the most important outcomes
2. Immerse our customers into the technology and process
3. Get you live FAST

Free guide

7 Best Practices for a Successful Software Initiative