How Pragmatiq Implements Microsoft Dynamics 365

There are two important aspects to any CRM project: firstly, choosing the right technology, and secondly, finding the right partner to implement your chosen solution and support your business through a long-term partnership.

As an award-winning Microsoft Partner, we understand how working with a trusted partner can make all the difference to the success of your digital transformation. From the very start of your journey, throughout implementation, and beyond, we pride ourselves on a collaborative approach tailored to your unique business needs.

We recognise that every organisation is individual and requires a bespoke service. That’s why we never begin the implementation process with preconceived ideas about your business. Instead, we take time to understand your industry, your goals, and what outcomes you want to achieve. Our aim is to deliver a Dynamics 365 solution that drives measurable success and meaningful results for your organisation.

Before implementation begins: discovery & inception

Every successful implementation starts with a dedicated discovery and inception phase. During this initial stage, we work closely with you to capture a clear solution vision and define outcome-focused objectives.

Key deliverables from this phase include:

• A detailed solution vision aligned with your business goals
• Clearly defined outcomes to guide the build
• High-level user journeys illustrating how your teams will use the system
• Initial user stories to start shaping the development backlog

This foundation ensures alignment across all stakeholders and provides a strong direction for the refinement and build phases that follow.

Our process – 7 steps to success

We have developed and refined a trusted implementation methodology to guarantee your Dynamics 365 project’s success. Our process is structured around seven key steps, grouped into distinct phases for clarity:

1. Refinement

Throughout the project, we conduct refinement workshops to gather detailed requirements and clarify user stories based on the outcomes defined during inception. User stories are documented and shared with you for sign-off before being added to the backlog for development.

During this phase, we maintain a clear hierarchy linking outcomes to initiatives and user stories, ensuring every task contributes directly to your desired business results.

2. Sprint 0​

Sprint 0 focuses solely on refinement activities. The goal is to prepare a ready backlog and complete the base system configuration to set up a stable foundation for development in the sprints to come.

3. Build

In iterative sprints, we develop and test user stories selected from the backlog. This continuous build phase delivers incremental value and progress throughout the project lifecycle.

4. Playback

At the end of each sprint, we hold playback workshops to demonstrate completed user stories. These sessions provide transparency, enable your team to give timely feedback, and prepare you for user acceptance testing.

5. Testing and Training

We conduct thorough end-to-end testing of the solution, ensuring it meets your requirements and quality standards. We also create tailored training materials and deliver role-based training sessions for admins, super-users, and end-users to support successful adoption.

6. Go-Live

Our go-live phase includes configuring the live environment, migrating data, and deploying your solution. We define a ‘hyper-care’ period to provide intensive support, helping you resolve any issues quickly as the system becomes operational.

7. Managed Service

Post go-live, we offer a Managed Service to support your ongoing needs. This includes helpdesk support, additional training, change requests, project management, consultancy, and development. Dynamics 365 is highly flexible, and through our Managed Service, we continue to evolve your solution to match changing business requirements, such as onboarding new departments or adapting to new processes.

Delivery Model

We offer a fully remote delivery model which leverages our trusted implementation model, however, it is delivered via video conferencing tools to conduct workshops and meetings throughout the process. This enables us to gain the detail we require to build your solution, exactly how we would if we were on-site. We are also able to demonstrate your solution remotely ensuring we maintain our high standards of delivery. However, if customers would prefer some of the sessions delivered on-site, we can accommodate this. Our remote delivery is broken down as follows:

• Small Bitesize Sessions – A series of 1-2 hour online workshops; we organise these to ensure individuals are only attending sessions relevant to them
• Calls over video conferencing software i.e. Microsoft Teams
• Demos – We will remotely demo key elements of the system/technology related to the workshop topic