Business Problem

The government entity wanted to replace their legacy technology in favor of modern digital solutions. This included switching from outdated manual-based processes to automated digital tools and workflows.

The client needed an IT solution that is secure, agile, transparent, and can track real-time alerts regarding customer inquiries.


To deliver an integrated CRM solution

  • XRMRoI’s approach began with an evaluation of the client’s business operations, followed by specific recommendations and proposals on the procedures and services that can be provided more affordably and/or more effectively.
  • XRMRoI offered the client a Dynamics 365 Customer Engagement platform solution to enhance the administrative systems.
  • The scope of work included requirements gathering, configurations, customizations, integrations, data loads, project documentation and user training.
  • XRMRoI undertook a discovery phase to finalize, prioritize and align the requirements to the proposed target solution utilizing Microsoft Dynamics 365 Customer Engagement along with Microsoft Dynamics Portals. Due to the discovery workshop, XRMRoI provided the client with a complete roadmap of the deliverable along with the timelines.
  • Through an agile approach, the system was designed and developed over multiple fortnightly sprints. The approach also involved consultants from both the Onshore and Offshore delivery centers of XRMRoI.


Integrated Microsoft Dynamics solution

  • Within the proposed timeframe, a robust solution was offered to the client using Dynamics 365 and Power App Portal. It provides the end users with a modern user-friendly web application. The client's back-office users could streamline their internal business processes using the new Dynamics 365 tool for managing huge data sets and engaging with the end users.
  • Additionally, built a Power App Portal for the end clients of the government entity so that they can submit applications, see their status, get responses to commonly asked questions, and provide feedback for service requests.
  • XRMRoI provided ongoing support for application maintenance concerning the current install base of the Microsoft Dynamics CRM solutions. This includes ongoing management, monitoring, proactive maintenance, bug fixes, production support, and upgradation of Dynamics 365 systems.

Benefits of an Integrated CRM Solution

Dynamics CRM solutions offer multiple benefits:


This solution provides the client with a central data repository so that the administrators can gain adequate insight into external and internal interactions. Dynamics 365 is also effective for navigating costs and budgetary challenges due to its latest financial and reporting tools.


Administrators working in the government entity can get real-time, automated alerts concerning queries or issues from citizens. An integrated CRM solution helps them to resolve the issue faster, thereby, improving user experience.


The CRM solution offers relevant, timely, and seamless communications with the government entity’s end clients. Dynamics 365 also helped the entity to manage its contacts and improve the relationship with the stakeholders.