A multi-stream overhaul replacing fragmented legacy processes with one Dynamics 365 and Power Platform ecosystem
A B2B service provider had grown into a patchwork: different regions running different processes on different tools, with case management scattered across all of them. The programme unified it on a single Dynamics 365 and Power Platform ecosystem, with engineering, QA and business change running at the same time rather than in sequence.
Context
Growth by region had produced process by region. Each territory had solved the same problems differently, so the same customer case could be handled three ways depending on who picked it up. Reporting across the whole business meant manual consolidation, and every consolidation was a negotiation about which numbers were right.
Brief
Replace the fragmented legacy processes with one ecosystem: a single case-management model on Dynamics 365, automation on Power Platform for the repetitive handling that was consuming the most time, and one reporting layer that every region fed.
Approach
The hard part here was not the platform — it was agreeing one process across geographies that had each been right locally. Discovery ran per region and then converged, so the differences were documented and decided rather than discovered mid-build.
Delivery ran as multiple concurrent streams against a shared backlog: Dynamics 365 configuration, Power Apps for the case interfaces, Power Automate for the handling rules, and Azure DevOps carrying the pipeline. Engineering, QA and business change moved together, with cross-stream dependencies identified early and coordinated rather than escalated late.
Governance
Cross-stream RAID with a single register, so a risk raised in one stream was visible to the others the same week. Shared backlog with explicit critical-path dependencies. Capacity planning across streams competing for the same specialists — the constraint on this programme was never budget, it was who could be in two places at once. Structured reporting to stakeholders across geographies.
Outcome
One platform replaced the fragmented regional processes, with case management unified and the reporting layer fed by every region rather than reconciled after the fact.