Driving Operational Excellence for a Major Fitness Chain with D365 F&O

Project Overview

Within the D365 F&O community, a well-known client began looking to find a reliable support partner. Recognizing the critical importance of building a long-term relationship, the Customer wanted to partner with a provider that could consistently provide unparalleled support, had extensive knowledge of D365 F&O, and consistently showed a commitment to understanding and fulfilling their unique business requirements.

Business Challenges

  • Excessive Customization & Lack of Transparency : The customer worried about too many unnecessary changes made based on user requests without fully understanding if they were really needed. Plus, the old partner didn’t have the right expertise to suggest better options, making the situation even harder.
  • Empowerment Deficit among Power Users : Even after a year and a half post-implementation, power users continued to grapple with basic and intermediate issues, resulting in a notable escalation in the ERP maintenance budget and time allocation.
  • Poor Stakeholder Relationships with Customers & Vendors : The inefficiencies and inaccuracies in vendor disbursement processing raised concerns regarding delayed payments. Furthermore, the absence of an effective system to track customer complaints led to diminished satisfaction levels and posed risks to the company’s reputation.

Solutions

Comprehending the intricacies of the business challenges at hand, we were confident that the support methodology we employed could effectively address the core issues surrounding maintenance budget and power user skill enhancement. We elucidated to the customer how our systematic approach could yield tangible improvements in these critical areas.

01. Key Highlights of Support Process

  • Trained power users extensively during implementation to equip them with the skills needed to handle issues effectively.
  • Provided a wealth of D365 F&O resources, including articles and videos, and emphasized the importance of prioritizing configuration adjustments over customization to ensure the development of sustainable and scalable solutions.

02 - Addressing Payment Disbursement Delays

  • Automation of payment processes to streamline transactions, ensuring that payment transactions are promptly prepared for approval and vendor disbursements.
  • Implementation of an electronic file system to facilitate seamless uploads to the bank, replacing the manual preparation process, thereby enhancing efficiency and accuracy.

03 - Streamlined Complaint Management

We deployed a straightforward yet highly effective Power Automate solution, delivering remarkable results at a minimal cost.

  • A dedicated email platform was established specifically for handling customer complaints and streamlining the process.
  • Implemented Power Automate to create D365 F&O tickets for new complaints, with real-time updates for customer support managers.

Results

The implementation of our solutions yielded several notable outcomes, including:

  • Reduction in monthly support hours alongside increased ERP utilization.
  • Empowered power users proficiently resolve issues and provide proactive user training.
  • Enhanced Vendor Payment Processes.
  • Cost-effective CRM solution for centralized complaint management with improved visibility.

About the Customer

Our client is a leading American luxury fitness company developing a huge network of more than 300 fitness centers across the US, London, and Toronto. Known for their cutting-edge fitness