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Smart CitiesWe assisted FRP Advisory in evolving their CRM capabilities by delivering a modern, integrated solution on Microsoft Dynamics 365.
The project included migrating from Salesforce, redesigning key business processes, integrating with Microsoft 365, and embedding Power BI dashboards for real-time performance insights. Additionally, Dynamics 365 Customer Insights was implemented to enhance marketing and customer engagement. Telefónica Tech also led change management initiatives to ensure user adoption and maximise the value of the new platform, helping FRP Advisory improve decision-making and streamline operations across their service lines.
About the project
Success story highlights
Cost efficiency through CRM platform migration
By moving from Salesforce to Dynamics 365, FRP Advisory is achieving a 34% reduction in licensing and operational costs over three years. This includes project transition and change management efforts, resulting in long-term financial efficiency.
Real-time performance insights with Power BI
Embedded Power BI dashboards provide executives and partners with accurate, timely data for decision-making, eliminating manual reporting bottlenecks and enabling faster, data-driven actions.
Scalable, integrated CRM architecture
Dynamics 365 supports FRP’s diverse service lines and referral workflows, providing a robust foundation that scales with future acquisitions, business evolution, and growing user demand.
Driving adoption through modern, user-friendly interfaces
Increased CRM adoption from 42% to 62%.
Intuitive user interfaces and a structured change management programme improved engagement, boosting active license usage by 20 percentage points and expanding the CRM user base from 335 to 500.
Enhanced marketing with Dynamics 365 Customer Insights
The marketing team can now plan campaigns, manage events, and track engagement seamlessly using Customer Insights – Journeys, improving productivity and overall campaign effectiveness.
