How Pragmatiq helped Moneypenny optimise an existing Dynamics 365 environment
Pragmatiq was engaged by Moneypenny to take ownership of an existing Microsoft Dynamics 365 platform, beginning with a detailed audit to assess system health, understand design decisions, and define a clear path to stabilisation and ongoing improvement.
Background & Challenges
Background
Moneypenny engaged us to take over an existing Microsoft Dynamics 365 environment and provide an independent audit, stabilisation, and improvement plan.
The platform supported a complex sales and service operation, including multiphase sales processes, onboarding checklists, case management, marketing and nurturing through Dynamics 365 Customer Insights, and reporting via Power BI.
Our role was to assess the current state of the system, understand how and why it had been built, and put in place a clear, prioritised path to improve stability, maintainability and scalability.
Moneypenny’s Dynamics 365 environment had evolved over time and, while operational, had become increasingly complex to manage and change.
Key challenges included:
- Limited visibility of historic design decisions
- Heavy customisation and third-party dependencies
- Inconsistent application life cycle management (ALM)
- Difficulty delivering changes safely and efficiently
Before progressing further investment, Moneypenny needed clarity on system health and a clear improvement plan.
Our Approach
We structured the engagement as a takeover rather than a traditional implementation.
First, we carried out collaborative walkthroughs with the Moneypenny team to review key sales, onboarding, service and marketing processes, understand day to day usage, and identify pain points and constraints.
This was followed by a detailed remote technical audit, reviewing configuration, customisations, solution structure, integrations and overall architecture.
We documented our findings in a clear audit report, highlighting:
- Critical issues requiring attention
- Architectural and design improvements
- Opportunities to simplify and standardise
- Recommendations to reduce reliance on bespoke and third-party components
From Audit to Delivery
Following the audit, Moneypenny asked us to take ownership of the platform and support the next phase of delivery.
Before implementing new functionality, we focused on stabilising the foundations by:
- Improving the ALM setup
- Restructuring existing customisations into managed solutions
- Aligning environments and deployment practices
With this foundation in place, we delivered a series of prioritised improvements, including:
- Enhancements to survey functionality
- Improved use of Dynamics 365 Customer Insights for marketing and nurturing
- Targeted training to support adoption
- Scoping and implementing Dynamics 365 Customer Service capabilities
Ongoing partnership
Moneypenny was onboarded into an ongoing delivery and support model, with clear governance, regular engagement, and monthly improvements aligned to business priorities.
The Outcomes
Moneypenny now has greater clarity and confidence in their Dynamics 365 platform, with:
- Improved stability and governance
- A simpler, more standardised architecture
- The ability to deliver changes incrementally and safely
- Rolling improvements delivered through regular deployment cycles
- Improved day-to-day support through Pragmatiq’s managed service model
This has enabled the organisation to continue evolving its Dynamics 365 environment in line with business needs.
