Project Description
Caledonia MacBrayne or Cal Mac is Scotland’s ferry provider, providing services to the islands and peninsulas of Scotland’s west coast. They were users of Dynamics 365 Customer Insights and Dynamics 365 Customer Service and required some advice and support with it so engaged Bridgeall to carry out a Dynamics 365 Healthcheck.
“Please accept my sincere appreciation for the assistance provided by Bridgeall. Your swift understanding of our current position and the requirements for the task at hand was impressive. The report, along with the data, insights and recommendations, was presented in a clear, concise and easily digestible format. Your work brought clarity and guided us effectively, helping us navigate and overcome the challenges we faced within our CRM. ”
Gary Fleming, IT
Cal Mac were using both Dynamics 365 Customer Insights and Dynamics 365 Customer Service. They had a number of issues they wanted to deal with. Firstly, they were interested in a broad environment and strategy review to analyse how well they were set up and whether they were following best practices.
Secondly, they had a challenge with their D365 Customer Insight solution. Microsoft is retiring the marketing module and moving to a new set of functionality called Journeys. The move will be enforced in June 2025. Cal Mac were aware that due to their configuration this was going to be a challenge.
Lasty, Cal Mac were dealing with capacity issues on Dataverse, having reached the capacity limit available. This has all kinds of issues from degraded experience, slower loading and also removes the ability to upgrade any custom modules of which they have several.
Bridgeall were selected as the supplier to deliver a Dynamics 365 Healthcheck to deal with the challenges identified. We carried out a two-stage review with a recommendation findings report.
Stage 1 of the review was an overall governance and administration review at their D365 tenant level. We reviewed their setup in regards to security, data loss prevention policies, tenant isolation and general best practice and setup review. These include reviewing the environment and solution strategies.
The second stage of the review was at a Dynamics 365 solution level. We reviewed both their Customer Service and Customer Insight modules. Focusing on usage, processes and features. This is where we carried out the marketing to journeys migration review and the issues stopping them from migrating.
We then ran our findings and recommendation workshops. Talking them through the results and highlighting the red, amber and green issues that they should resolve. We also provided them with a roadmap for how to manage the migration to Journeys and better deal with their capacity issue.
The next steps were for Cal Mac’s in-house team to take these recommendations and implement the changes to support a successful migration to Journeys and better governance and usage of Dynamics 365.