2 modules
Sales, patient care, and service all in one solution.
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Manage customers, orders, and data from over 150 locations within a single Microsoft ecosystem.
A nationwide restaurant chain is enhancing its customer and franchise partner services using Microsoft Dynamics 365 Sales, Customer Service , and Contact Center. The solution combines multichannel communication with a central data warehouse ( Fabric ) and reporting ( Power BI).
Customer
A nationwide restaurant chain operating under a franchise model
Scale
150+ locations • 100 users
Implementation Time
6 months (work in progress)
Products
Microsoft Dynamics 365 Sales • Microsoft Dynamics 365 Customer Service • Microsoft Dynamics 365 Contact Center • Microsoft Fabric • Microsoft Power BI • Microsoft Azure
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The Challenge
The Challenge
Managing customer service and data analysis across a network of more than 150 franchise locations required integrating dispersed processes and systems into a single, cohesive technology environment.
The organization did not have an integrated CRM system that would enable centralized management of relationships with customers and franchise partners, as well as order information from various channels. Inquiries and complaints were handled in a decentralized environment, without a unified reporting system. An additional challenge was the lack of a central data warehouse capable of consolidating sales, marketing, and operational data from over 150 locations. The project required streamlining key customer touchpoints—phone, mobile app, and social media—and designing a unified architecture for CRM, the contact center, and business analytics.
Distributed CRM and Order Management Systems
The lack of a unified platform for managing relationships with customers and franchise partners, as well as information from various sales channels.
Service without a single standard
Service requests and complaints are handled through disparate tools, without centralized logging, routing, or unified service quality reporting.
Data Locked in Silos
The lack of a central data warehouse linking information from more than 150 locations, as well as the ordering, CRM, and financial systems, made it difficult to conduct operational and marketing analyses.
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Results
Customer service, contact center, and network-wide analytics in a single Microsoft environment.
1 CRM
Joint customer and franchisee support.
Omnichannel
Reports from multiple channels in one place.
3 sources
Integrated order, CRM, and financial data.
Live Reports
Real-time insight into sales and operations.
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Solution
Our Role
Why is that?
The goal of the project was to combine customer service, franchise partner management, and business analytics into a single environment. After analyzing the processes at headquarters and branch locations, we designed a solution that integrates Microsoft Dynamics 365 with the central Microsoft data warehouse Fabric.
We implemented Dynamics 365 Sales, Customer Service , and Contact Center, providing centralized customer service and support for requests from various channels. At the same time, we created a Microsoft data warehouse Fabric and dashboards Power BI. In practice, the implementation included:
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How to Get Started
Course of Events
Needs and Process Analysis
Together with the client’s team, we analyzed the processes carried out at headquarters and in franchise locations. We identified the main challenges related to customer service, orders, and complaints, and mapped out the points of contact: phone, mobile app, and social media.
Solution Design and Data Model
We developed a concept for the CRM and Contact Center architecture, as well as a model for a central data warehouse. We also defined the requirements for integration with procurement systems and financial and operational data sources.
Dynamics 365 Implementation
We implemented Microsoft Dynamics 365 Sales and Customer Service to manage relationships with customers and franchise partners. We launched a contact center with omnichannel support, centralized ticket logging, and routing based on business rules.
Data Integration and Analytics
We built a Microsoft data warehouse ( Fabric) that consolidates information from procurement, CRM, and financial systems. We developed dashboards ( Power BI ) that provide up-to-date sales and operational data to management, marketing, and operations teams.
Launch and Further Development
After the environment was implemented, we began working together under a post-implementation support model. At the same time, we are continuing to develop the solution and implement additional Microsoft Dynamics 365 modules.
Stack and Scope
The project involves the transformation of CRM and customer service processes, as well as the development of a central analytics platform for a nationwide restaurant chain with over 150 franchise locations. The implementation of Microsoft Dynamics 365 Sales, Customer Service , and Contact Center has provided a unified environment for managing relationships with customers and franchise partners, as well as for multichannel handling of inquiries and complaints. At the same time, the Microsoft Fabric data warehouse integrated data from ordering systems, CRM, and financial and operational sources, while Power BI dashboards enabled cross-sectional analysis of this data. The project involved 100 users, and its estimated workload was 1,600 workdays. Following a six-month implementation phase, the client is now receiving support from oneDynamics, and the environment is being expanded with additional modules.
Implementation Time
6 months (work in progress)
Year
2026
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Numbers, not slides
What Works for Clients Who Have Entrusted Their Entire Company to Us
Five end-to-end projects from various industries. The same Microsoft tools, different results—because the initial questions were different.
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20–30%
Less time spent searching for information every day.
–40%
Less time needed to verify customer data in public records.
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2× faster
Operations and processes completed in half the previous time.
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Next step
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