Software implementation services

Tender description

The TRM currently utilises Microsoft Dynamic AX 2012 (on premise) as its ERP system and it is currently being utilised for customer relationship management activities. After approximately 1 year of using Dynamics AX, it has been determined that the current system and processes are not meeting the needs of the sales, customer services and marketing teams, therefore there is a need to implement a cloud-based customer relationship management (CRM) system. A decision was taken in 2018 that the chosen solution for the CRM system will be Microsoft Dynamics 365 for sales and customer service. The TRM currently utilises Microsoft Dynamic AX 2012 (on premise) as its ERP system and it is currently being utilised for customer relationship management activities. After approximately 1 year of using Dynamics AX, it has been determined that the current system and processes are not meeting the needs of the sales, customer services and marketing teams, therefore there is a need to implement a cloud-based customer relationship management (CRM) system. A decision was taken in 2018 that the chosen solution for the CRM system will be Microsoft Dynamics 365 for sales and customer service. This system is already implemented for the currency division and an integration has already been built using scribe. The integration was built to use CRM as a reporting tool for pipeline and is not actively being used. This means that the integration will need to be redesigned as the data input for currency has been developed to occur within Dynamics AX and push to CRM, rather than the other way around (i.e. data input into Dynamics 365 CRM and push/pull to and from Dynamics AX as required). It is intended that TRM launches CRM as a minimal viable product (MVP) across all identified business units and teams as a first phase, followed by phased iterations from that MVP baseline to achieve the completion of the extended scope, achieving best of breed capability with all necessary integrations. TRM require the support of an implementation specialist to help us ensure we achieve an effective implementation.