Case studies
Three engagements, anonymized.
Names and numbers shifted just enough to protect the clients; the shape of the work is real. We can put you in touch with references on a call.
Discrete manufacturing
GP to Business Central in 11 weeks — without missing month-end.
Manufacturer · ~180 employees · Midwest US
Challenge
Aging Dynamics GP install, single in-house consultant retiring, and an ERP that couldn’t generate the ASC 606 reports their PE owners required.
Approach
- One-week paid discovery; written current-state across GL, AP, AR, inventory, and BOM.
- Cutover scheduled for the first Saturday after a close cycle, not a weekend before one.
- AL extension for two custom posting routines they actually used. Everything else moved to standard BC.
- Bank feeds via Plaid; Avalara for sales tax; EDI 850/855/856/810 for top 14 trading partners.
"We hit the August close in BC without needing to fall back to GP. I genuinely didn’t believe that was possible." — Controller
Results
After go-live + 90 days
- Go-live
- 11 wk
- Close cycle
- 8d → 4d
- UAT defects
- 37 → 0 by go-live
- Annualized run-rate savings
- $210K
Multi-channel retail
Customer Service + triage copilot cut case-handle time 41%.
Retailer · ~$60M revenue · Shopify + Amazon + wholesale
Challenge
Shopify + Gorgias + spreadsheets were drowning a 6-person CSR team. Same questions answered 200 times a week. No view into wholesale order issues at all.
Approach
- D365 Customer Service across all three channels, queued by case type and SLA.
- Knowledge base built from the top 80 macros they already used — then a triage copilot trained on it.
- Power Pages B2B portal for wholesale buyers, with order history + reorder + dispute filing.
- Telemetry into App Insights: case volume, handle time, deflection rate, and copilot accuracy.
"My team stopped asking for more hires. That alone paid the engagement back in eight months." — Director of CX
Results
After go-live + 90 days
- Case-handle time
- –41%
- Deflection (portal)
- 34%
- Copilot accuracy
- 94.2%
- CSR satisfaction
- +1.4 pts (5-pt)
Industrial services
Field Service rollout shrank first-time-right by 22 points.
Industrial services · ~120 field techs · East Coast US
Challenge
Dispatch on whiteboards. Mobile reports on paper. A claim of "we tried Field Service once and it didn’t work." Customer reschedule rate over 30%.
Approach
- Rebuilt dispatch board against real geography and skill matrix — not the out-of-box demo data.
- Mobile app configured for offline-tolerant capture, with photo + signature.
- Voice intake agent for after-hours emergency calls, opening cases directly into the same queue.
- Customer-facing portal with appointment confirmation, technician ETA, and reschedule self-serve.
"Dispatchers actually use it. That’s the first time in three attempts." — VP Operations
Results
After go-live + 90 days
- First-time-right
- +22 pts
- Customer reschedules
- –58%
- Median ETA accuracy
- ±9 min
- Mobile adoption
- 99.1%
Want a reference call?
On a discovery call, we’ll connect you with one of the practice leads above — pre-cleared, on a 30-minute slot. They’ll tell you the unvarnished version.