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Enhancing Operational Efficiency for an Australian NGO

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Case Study on Integrating Microsoft Dynamics 365 Business Central and CRM for Enhanced Operational Efficiency

Non-Governmental Organizations (NGOs) play a vital role in addressing social causes and providing essential services to communities around the world. To maximize their impact, it’s crucial for these organizations to operate with high efficiency and seamless coordination. This is where the integration of robust business solutions like Microsoft Dynamics 365 Business Central (BC) and Dynamics 365 Customer Engagement (CE/CRM) can make a significant difference.

The Challenge

An Australian NGO, dedicated to a variety of social causes, sought to enhance its operational efficiency through better integration of its business processes and CRM systems. The primary objectives were to ensure accurate data synchronization, streamline processes, and provide staff with the tools and training needed to leverage the integrated system effectively.

The Solution

Our engagement focused on supporting the integration of Microsoft Dynamics 365 BC with Dynamics 365 CE/CRM, with a comprehensive approach that included process mapping, utilization of out-of-the-box functionality, technical customization, rigorous testing, and extensive user training.

1. Process Mapping and Configuration

We began by mapping the NGO’s existing processes, products, items, and invoices to ensure a seamless integration between Business Central and CRM. For accurate data synchronization we configured essential settings and submasters.

2. Leveraging Out-of-the-Box Functionality

To minimize the need for extensive customization, we leveraged the out-of-the-box (OOTB) functionality of both Business Central and CRM. This approach not only reduced implementation time and costs but also ensured that standard features were utilized to their full potential.

3. Technical Input and Customization

Where necessary, we provided technical input for creating functional specifications to customize the Business Central solution. This included developing templates for master data synchronization and resolving setup errors, data discrepancies, and synchronization issues.

4. Testing and Standards Conformance

Comprehensive testing was conducted to ensure that the integration met established standards. This step was crucial in ensuring that all processes were compliant with organizational and industry standards and that the integrated system performed optimally.

5. User Training

We delivered extensive user training sessions to ensure smooth adoption of the new system. This training empowered the NGO’s staff to fully utilize the synchronized data between Business Central and CRM, enhancing their ability to carry out their mission-driven activities.

Results and Benefits

The integration of Microsoft Dynamics 365 Business Central and Dynamics 365 CE/CRM yielded significant benefits for the NGO:

  • Seamless Data Integration: Processes and data were mapped and configured to ensure seamless integration, enhancing the reliability and efficiency of the system.
  • Error Resolution: Setup, data, and synchronization errors were resolved, reducing downtime and improving data accuracy.
  • Effective Customization: Functional specifications and templates facilitated smooth customization and data synchronization, tailored to the NGO’s specific needs.
  • Enhanced User Adoption: Comprehensive user training ensured that staff could effectively use the new system, maximizing the return on investment.
  • Improved Operational Efficiency: By streamlining processes and improving data synchronization, the NGO was able to operate more efficiently, ultimately supporting their mission more effectively.

Client Feedback

The client appreciated the comprehensive support and expertise provided throughout the integration process. They highlighted the improvements in data synchronization and process efficiency, as well as the effective user training that empowered their staff to fully leverage the new system. The project was seen as a crucial step in enhancing their operational capabilities and supporting their mission-driven activities.


For NGOs looking to enhance their operational efficiency, the integration of Microsoft Dynamics 365 Business Central and Dynamics 365 Customer Engagement offers a powerful solution. By streamlining processes, improving data accuracy, and empowering staff through effective training, NGOs can maximize their impact and better serve their communities.

Implementing integrated business solutions like Microsoft Dynamics 365 can transform the way NGOs operate, providing them with the tools they need to achieve their mission more effectively. If your organization is looking to enhance its operational efficiency, consider exploring the benefits of such integrations.

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