Epsom, England, United Kingdom
I've been helping customers to implement and improve Dynamics 365 (Dyn365) and Power Platform (PP) projects for c.20 years. Contact me if you'd like to discuss your Dyn365/PP project that is at inception or perhaps you need to reboot an existing project (either poor technical/functional design, lack of user adoption or lack of alignment with current strategic objectives)? Proven track record of delivering Dyn365 and PP projects which result in operational efficiencies and significant process improvements. Key strengths include: managing Dyn365 projects, shaping customer visions to enable the delivery of innovative systems across leading sectors including professional services, pharmaceuticals and national security; developing innovative Dyn365 solutions aligned with strategic drivers to deliver streamlined operational processes and standardised global Dyn365 designs; engaging effectively with C-Level stakeholders and forging robust relationships to drive corporate strategies maximising business benefits; and acting as Dyn365 SME providing expert advice on data quality and driving key reporting initiatives to effectively implement new dashboard facilities.
Founded Sycamore Gap Solutions Ltd to design, develop, and deliver a new Project Management Office (PMO) management system, architected on Microsoft Power Platform and Dataverse. Conceived and executed the full product lifecycle—from initial concept and solution architecture to go-to-market strategy, client engagement, and implementation. The platform enables improved project tracking and reporting, plus enhanced RAID (risk/ /assumptions/issue/dependency) management, by reducing the duplication and ‘copy’n’paste’ associated with typical Excel based solutions.
• Project managed the data integration re-engineering workstream for merge of two Dynamics 365 CRM instances following organisational merge • Legacy on-premise instance of Dyn365 CE Service was decommissioned and integration points updated to point to surviving online instance • Led blended team of internal and external integration development (SQL and Boomi) consultants • Led full end-to-end discovery, design, build, test and implementation delivery • Grouped integration points by platform, target system and integration platform to deliver the migrations in an iterative manner • Team re-engineered 174 legacy integration points • Moved legacy integrations from Manifest to Boomi • Repointed existing integrations from legacy data warehouse to retained data warehouse Led post migration workstream to run post-integration data migration activities • Led blended team of internal and external consultants to identify data issues and plan approach • Delivered project to implement plan, including identification of issues, design, build, testing and implementation
• Led a strategic appraisal of payment and contact-centre telephony platforms to underpin the merger of two housing associations, evaluating duplicate systems and identifying the optimal “survivor” solution for the new unified organisation. • Directed cross-functional business and IT stakeholders in scoring and ranking prospective platforms against defined strategic and operational criteria, ensuring transparent decision-making, alignment with governance standards and match to goals of merged organisation. • Drove end-to-end Dynamics 365 CE/CRM enhancements for complaints management and rent-arrears processes, automating key workflows, improving data visibility, and accelerating case resolution cycles.
• Project managed end-to-end implementation of Esuasive for Housing Association client in Liverpool • The implementation including pre-built housing management Dynamics 365 CRM/Power Apps solution, including General Case management, Complaints, ASB/Safeguarding and • Additional modules included in implementation include: Microsoft Dynamics 365 Customer Voice, Dynamics 365 CE Contact Centre (Omnichannel social media), Dynamics 365 Customer Portal and Power BI reporting • Integrations to SharePoint (custom integration), SMS solution, Buzzeasy telephony platform, Click Dimensions and Aareon QL
SHG are a not-for-profit housing association providing homes for people in housing need, owning or managing more than 28000 properties for over 77000 residents. Engaged to lead a multiskilled team developers, consultants, analysts and testers to deliver Dynamics 365 CE/CRM, Power Platform and integration enhancements on existing implementation Team included Dyn365 CRM and M365 consultants, plus Boomi middleware developers Collaborated with Head of Digital Strategy to identify appropriate products and services to deliver SHG’s digital strategy Collaborated with, and account managed, SHG’s suppliers to ensure cost effectiveness, timely delivery and adequate resourcing levels Led delivery and solution design of a number of solutions utilising Dynamics 365 CE/CRM, Power Platform and Boomi API’s Led adoption of Agile delivery processes across a number of products, including prototyping with end users to ensure their input into designs Delivered a number of significant process improvements and platform upgrades Drove value for money via reduction in Dynamics licenses and contract negotiations to remove unnecessary products Encouraged team to self-improvement through certification (whole team is now fully certified) and self-guided improvement via use of industry blogs, product roadmaps, etc. Key Achievements: Restructured team to refocus on ‘out of the box’ configuration rather than the previous heavily customised legacy solutions Implemented Power Platform CoE governance and administration Implemented regular license reviews with steering group and developed innovative Power BI report to identify inactive users (saving SHG c. £45k license savings in first year)
Engaged to drive Digital Transformation of Dynamics CRM team and major upgrade to legacy Dynamics CRM implementation, initiative roadmap and build effective relationships with senior level stakeholders and regional representatives. Designed and delivered major upgrade to for major Dynamics CRM upgrade (v4.0 to 2015), removing 1000 lines of code and 14 bespoke entities with subsequent improvements in maintenance and usability. The simplified system reduced the effort required for the annual group re-organisation from c.100 days to 20 days. Delivered NPS Voice of Customer programme on Dynamics 365 online (including survey design and associated Power BI dashboard) Reported to global Steering Group and led a team of four including CRM Consultants and Report Writers. Led early pilot of Power BI, with subsequent design and delivery of a suite of 6 global dashboards (data from Dynamics CRM plus corporate finance and HR systems) Liaised with C-Level stakeholders including senior regional representatives and global sponsor and forged new relationships to secure ‘buy-in’ for the new roadmap. With global sponsor, co-designed and delivered a number of CRM related products, based upon SharePoint, Office365 and Power BI