George Davies Turf Enhance Operational Efficiency with Dynamics 365 & Power BI

Discover how George Davies Turf partnered with Pragmatiq to transform their operations through Dynamics 365 and Power BI, driving efficiency, scalability, and better outcomes across the business.

Background & Challenges

Background:

George Davies Turf, established in 2001, supplies turf to a diverse clientele including golf courses, housing developers, and residential gardens. Rapid growth exposed limitations in their legacy systems and manual workflows, creating bottlenecks across sales, planning, delivery, and marketing functions.

Challenges:

Outdated systems: Existing systems were inadequate to support evolving business needs, particularly in sales, planning, delivery management and accounts.
Manual processes: Heavy reliance on disconnected systems and paper notes for order processing, planning, and inventory management led to errors and inefficiencies.

“The old system we had was very archaic — we literally took orders on pen and paper, planned everything manually, and sent out load sheets. It was down to one person, so it wasn’t scalable or robust.” – George Davies

Limited reporting and insight: Manual report generation took hours weekly, constraining management’s ability to make timely, informed decisions.
Departmental silos: Lack of integration among sales, planning & delivery, and accounts departments resulted in disjointed workflows and communication gaps.
Marketing limitations: Previously used a siloed marketing automation solution with no CRM integration. Activities were time-consuming, and contact information and data segmentation were manual. The increasing number of marketing activities necessitated a more advanced system.

The Solution

System redesign: Implemented Microsoft Dynamics 365 to streamline sales processes, enhance order management, and improve customer interactions. By aligning the system with day-to-day processes, the solution can support employees rather than slow them down.
Order generation: Implemented functionality for quotes, orders, and product catalogue management to digitise and streamline the order intake process.
Planning & delivery automation: Developed custom-built modules within Dynamics 365 to automate route planning, delivery scheduling, inventory tracking, and stock transfers between branches.
Interactive delivery board: Using PCFs (Power Apps Component Framework), we created a drag-and-drop, user-friendly interface for a complex planning and delivery solution. This enables easy delivery allocation and route planning, inventory tracking, weight capacity checks and stock transfers between branches.

“The new drag-and-drop technology was a real game changer. What used to take a whole pile of paper now takes just a few clicks. It’s massively reduced frustration and made the business more robust.” – George Davies

Twilio integration: Integrated Twilio with Dynamics 365 to automate SMS notifications for order and delivery updates to customers.
Power BI implementation: Deployed Power BI and created dashboards to visualise real-time data on sales, deliveries, and supplier performance, pulling directly from Dynamics 365.
Enhanced marketing capabilities: Implemented Dynamics 365 Marketing (now Dynamics 365 Customer Insights – Journeys) to centralise customer data, segment audiences, and manage personalised marketing campaigns.

“We had searched for a way to increase the capacity of our planning and logistics operation for years. After previous attempts by other companies, and after assessing the options on the market, I turned to Pragmatiq. Having been disappointed (by another company) in the past, I was sceptical as to whether they would be able to help, however, we knew their work, having engaged their services for the implementation of a CRM system dovetailed with a Power BI dashboard through Microsoft Dynamics.

Pragmatiq initially proposed a proof of concept, that gave us confidence that they understood what we were trying to achieve. Through a carefully structured program, we collectively planned and brainstormed to design what we believed would be the answer to our problems.

The design and build process was very well planned, with carefully scheduled meetings, and demonstrations of what had been achieved. We felt informed and confident throughout the process. When we encountered obstacles both parties worked together and James and Aqib always delivered a solution. Delivery was as scheduled and on time, we were offered support and problem resolution on implementation of the system.

The system has provided us with a solution, and created greater capacity within the business, along with essential reporting tools, that are key to determining the direction of the business. I have found Pragmatiq to be professional, innovative, focused and aligned to our requirements, for this I thank them for a job very well done.”

George Davies Company Director at George Davies Turf Ltd

The Outcomes

Significant efficiency gains: Automation and centralisation eliminated redundant manual tasks, saving George Davies Turf approximately 3 hours weekly on reporting alone — translating to roughly 150 hours annually redirected to higher-value activities.
Faster, error-free order processing: Streamlined workflows reduced order cycle times and errors, resulting in quicker delivery and enhanced customer satisfaction.

“Orders are live and constantly changing — extra turf here, different products there. The old system was too rigid to handle that. Now, making changes is quick and easy, which directly improves the level of service we provide.” – George Davies

Real-time operational visibility: Managers now access up-to-date sales, delivery, and supplier data anytime, enabling proactive issue resolution and strategic planning.

“Having data at your fingertips is critical. Without it, you don’t know where you are or where you’re going. Power BI dashboards give us real-time visibility that was impossible before.” – George Davies

Advanced marketing capabilities: The new marketing platform enables tailored customer journeys and opens doors for future enhancements like event management and social media integration.
Scalability and growth: Systematised planning and delivery processes reduce reliance on key individuals, accelerating new staff onboarding and supporting sustained growth.

“Our CRM System is the engine that drives George Davies Turf and is an invaluable tool to help make us more efficient. The results we have seen from this have been phenomenal. We now have data that we can analyse and scrutinise in ways we have never been able to before.

The best part is that the journey is not over, it’s something that will be fine-tuned and incrementally improved through Managed Service. We have stronger working relationships and an understanding that can only improve this platform going forward.

My thanks goes to the Pragmatiq team, because their patience with us while we tried to grasp their technical IT problems was commendable. And, the speed with which they picked up the real-world problems that our niche business presented was even better!

Highly recommend the team at Pragmatiq.”

Freddie Smith Operations Manager at George Davies Turf

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George Davies Turf Enhance Operational Efficiency with Dynamics 365 & Power BI

Background & Challenges

The Solution

The Outcomes

Contact us to find out how we can support your business

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