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Any D365 Implementation Steps, Tips, and Tricks?

  • 1.  Any D365 Implementation Steps, Tips, and Tricks?

    SILVER CONTRIBUTOR
    Posted 06-06-2018 11:43 AM

    I am interested in best practices, steps, tips, and tricks for D365 Customer Engagement implementations.  Does anyone have any that they can recommend?  We are a new system with no previous CRM.

    We are signing with PowerObjects soon to start an implementation of D365 Customer Engagement. We will have most of the bells and whistles. We are an IT security and network infrastructure company.  Integration with our QuoteWerks which does have some of our historical records.   I am breaking the project up into phases and we are wanting to do as much of the install ourselves.  I have taken D365 Certification classes and courses. MB2-715, MB2-716, and MB2-717 are the courses I went through. I only need to test on MB2-716.   Phase 1 is sales and marketing core features.   I started with playing in the demo. I created a publisher and a Sales Solution so I can export my changes.

    Does anyone have advice on best steps, tricks, and tips of this project? 

     

    Thank You,



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    Brant Paquette
    Business Analyst
    SynerComm, Inc.
    Brookfield WI
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  • 2.  RE: Any D365 Implementation Steps, Tips, and Tricks?

    TOP CONTRIBUTOR
    Posted 06-06-2018 01:15 PM
    A few tips:

    1. Less is more.  Make sure you remove all extraneous information from any form you use.  Account and Contact records should be short and sweet, with liberal use of collapsed tabs for things that need to be on the form, but are only sometimes used.  This includes how many places you navigate.  If you only need Leads, Contacts, Accounts, and Opportunities to start, only show those. Your users will thank you.
    2. Design with mobile in mind.  I don't know how mobile your teams are, but you should assume you want them to be more mobile than they are now.  Enabling them quick access on their smartphone is a great way to help drive adoption.  Think about Task Flows as well, for common, one-off processes.
    3. Make sure you're supporting a process.  If you don't have a clear, specific sales process defined for people define one and have your system represent it. Business Process Flows exist for a reason, and should match your actual sales process (or service process).


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    Wayne Walton
    CRM Practice Lead
    eBECS Limited
    Atlanta GA
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  • 3.  RE: Any D365 Implementation Steps, Tips, and Tricks?

    SILVER CONTRIBUTOR
    Posted 06-07-2018 10:51 AM
    Hello Wayne,

    Thank you for the advice. We have a few bells and whistles planned down the line. I am hoping to start out with a bare-bones on each phase. Then come back and add features and make it look better. The keep it simple approach would work well with our plans. We have a lot of mobile users and remote.  I started my build with the quick create forms since the mobile app uses that form.

    Seems, I tend to bounce around from forms to business process flows to workflows to business rules and back to the forms. I mapped out the desired workflows in Visio first. However, I am starting to make some progress.

    Thank you again for your advice it is much appreciated.


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    Brant Paquette
    BA
    SynerComm
    Brookfield WI
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  • 4.  RE: Any D365 Implementation Steps, Tips, and Tricks?

    GOLD CONTRIBUTOR
    Posted 06-08-2018 07:15 AM
    If you are designing with process tracking in mind, ensure that you have identified metrics you might want to capture as early as possible in the process.  This helps to ensure that your data model includes as much of those data elements early.  Backfill of data late in the game is always tough and can really skew metrics.  For example, if you want to track how long a record was in a certain state or owned by a particular user, recreating those historic dates can result in some wonky metrics.

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    James Novak
    Technical Architect
    The FutureZ Consulting, LLC
    Springfield VA
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  • 5.  RE: Any D365 Implementation Steps, Tips, and Tricks?

    SILVER CONTRIBUTOR
    Posted 06-08-2018 08:00 AM
    You mentioned that you have already partnered with PowerObjects to help with the implementation work.

    PowerObjects has a great reputation in the Dynamics CRM community, and does an excellent job of posting interesting and helpful blogs for those implementing and enhancing their Dynamics 365 systems.

    In fact - they have even posted their "Tips for a Successful Dynamics 365 Implementation at:  Tips for a Successful Dynamics 365 Implementation
    Microsoft Dynamics 365 | PowerObjects remove preview
    Tips for a Successful Dynamics 365 Implementation
    Managing a Dynamics 365 project is, on the surface, nothing more than facilitating an out-of-the-box product implementation that is managed on premises.
    View this on Microsoft Dynamics 365 | PowerObjects >

    Selecting a great MS Partner and making sure you are both on the same page regarding the overall approach and rollout of your new CRM system is critical.  So hopefully reviewing their best practices and verifying they are in line with your expectations will be useful.

    ------------------------------
    Patrick O'Donnell
    VP - Business Development, the Americas
    mscrm-addons.com
    Atlanta GA
    770 781 8260 Cell
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  • 6.  RE: Any D365 Implementation Steps, Tips, and Tricks?

    TOP CONTRIBUTOR
    Posted 06-11-2018 08:18 AM
    One thing I would recommend is that you ensure you understand what is being implemented by your partner.  There are managed solutions and unmanaged solutions.  If they put in all managed solutions, you need to go back to your partner for a lot of the changes.  IT is not a major deal unless you change partners in the future.

    There are so many tips /tricks but I would recommend you think of the 'big picture' and ensure whatever you implement is in line with what you want to do in the future without a complete overhaul.  I can't tell you how many times we have gone into a customer and the partner put something in that is not easily changed for the new needs.

    The more customization, the more you will need your partner so hopefully they can use OOB (out of the box) features for most of your system.

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    Beth Burrell
    Director, Dynamics Business Operations
    Andosi
    Tampa FL
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  • 7.  RE: Any D365 Implementation Steps, Tips, and Tricks?

    SILVER CONTRIBUTOR
    Posted 06-12-2018 09:17 AM
    Hi Brant,

    The best advice I received when we went through our digital transformation with CRM would be to have a steering committee made up of all levels of your organization. This committee will be vital to help mitigate any negative short-term reaction to changes made when the system is tested and then implemented.   

    Everyone on the committee is then responsible for understanding the business issues associated with the project that are essential to the ensuring the delivery of the project outputs and the attainment of project outcomes.You can keep the committee up to date with timelines and it creates a lot of transparency around the moving parts of an implementation. This also helps from users "blaming" the new system when they run into questions/issues which may interrupt their normal business process while transitioning to D365.

    Last but not least, create a dedicated feedback channel where users can easily solicit their opinions and feedback for future improvements. Let the organization clearly know how you're addressing the key issues they've raised which will help you prioritize future improvements. By doing this, the end users feel heard and it closes the loop on their concerns & suggestions. This is so important in user adoption and can easily fall through the cracks.

    Best,
    Nickie

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    Nickie Welsh
    CRM Administrator
    Norwest Equity Partners
    Minneapolis MN
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  • 8.  RE: Any D365 Implementation Steps, Tips, and Tricks?

    SILVER CONTRIBUTOR
    Posted 06-12-2018 10:57 AM
    Hello Everyone,


    Thank you for the great discussion and great advice. I really appreciate the time people are taking. I will be taking everyone's advice into consideration for this project. My goal is to keep everything on track and produce the best outcome so this is great.

    Thank You,

    ------------------------------
    Brant Paquette
    BA
    SynerComm
    Brookfield WI
    ------------------------------



  • 9.  RE: Any D365 Implementation Steps, Tips, and Tricks?

    TOP CONTRIBUTOR
    Posted 06-12-2018 11:21 AM
    ​A lot of really great tips and tricks that will help your project be successful.  Keeping it simple, and having a steering committee (we called ours Super Users) will really help in uptake of the program.  A few other things that worked well for us:

    •  Define success.  When our users knew what it would take for the project to be defined as successful, they had specifics to work towards.  We created a balanced scorecard with 4 areas (Customer Experience, Financial, User Adoption, and Internal Business Process.  We also held internal challenges on a monthly basis to add to focus to areas that our users were struggling.
    • Continued Communication.  24 months later, we hold monthly in person (or via skype) training and refresher sessions.  We have monthly Skype calls where users can join and share tips, tricks, successes, and challenges.  We also have a Yammer group where our staff can collaborate and share with each other.
    • Enhancement Road Map available to everyone in the organization - when our users can see that the feedback they are providing is making it to the roadmap, they are more apt to continue being engaged in using and providing suggestions.


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    Diane Taylor
    CRM Project Lead Manager
    Synergy Credit Union
    Lloydminster SK
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  • 10.  RE: Any D365 Implementation Steps, Tips, and Tricks?

    GOLD CONTRIBUTOR
    Posted 06-13-2018 10:25 AM
    Starting August 17, I'll be part of a panel that will be doing a weekly study group and test prep series for MB2-715. Even though you've already taken the exam, I recommend attending those. They'll be every Friday morning.

    When we did it for MB2-716, there were some really great sidebar conversations, particularly around business processes vs technology, that I think you might get a lot out of.

    I am not sure if registration is open for that, but it will be in the webinar events listing for CRMUG.


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    Peter Gulka
    National Director, Information Solutions & Data Analytics
    Big Brothers Big Sisters of Canada
    Burlington ON
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