Success StoriesDynamics CRM & ERP Modernization for Global Market Leader in Material Handling Systems
Trusted for 55 years as a full-service manufacturer and distributor assembling in the USA
Business Need
Objectives Driving Transformation
A global market leader in material handling systems required a unified CRM strategy to support its distributed dealership network. Disparate, on-premises Microsoft Dynamics CRM 2016 environments were creating inconsistent data, limited reporting visibility, and growing technical debt. Leadership prioritized consolidating dealerships onto a single Microsoft Dynamics 365 cloud platform to improve decision-making, reduce support overhead, and enable faster updates, automation, and scalable enhancements. The initiative also needed to establish a repeatable modernization model capable of accelerating migration across the remaining global dealership footprint.
- Deploy a single cloud-based Microsoft Dynamics 365 CRM across all dealerships
- Improve data quality and reporting consistency across the network
- Reduce technical debt and infrastructure support costs
- Enable faster feature releases and scalable automation
- Create a repeatable modernization framework for future dealership migrations
- Align CRM operations with ERP integrations and enterprise standards
Standardize and modernize dealership CRM operations onto a single cloud-based Microsoft Dynamics 365 platform to improve data quality, reduce technical debt, and enable scalable growth.
Challenge
Barriers to Progress
Dealerships operated highly customized and inconsistent CRM instances, each reflecting years of local modifications, workflow variations, and metadata drift. Data quality issues – stale, incomplete, or misaligned records – limited enterprise insight and undermined trust in reporting. Integrations with SAP required rebuild and standardization to function in a modernized environment. Migration complexity was amplified by legacy workflows and inconsistent data models, all while sales and service operations needed to continue uninterrupted during the transition.
- Inconsistent, heavily customized CRM environments across dealerships
- Stale and incomplete data limiting actionable insight
- SAP integrations requiring redesign and standardization
- Legacy workflows and metadata inconsistencies complicating migration
- Operational risk tied to potential disruption of sales and service activities
Solution & Results
What Paradigm Enabled
Paradigm developed a standardized, workflow-driven migration framework anchored in dealership operations and powered by customized accelerators that automated data cleansing, mapping, and loading. By embedding business-aligned logic into the migration process, the team ensured that historical CRM data transitioned cleanly into Microsoft Dynamics 365 while preserving operational continuity. Comprehensive UAT support and personalized training enabled smooth adoption and established a scalable engine to modernize dealerships efficiently and consistently.
- Migrated 2M+ records using business-aligned transformation logic
- Reduced migration timelines to 3–4 months per dealership (down from 6+ months)
- Standardized CRM architecture across the dealership network
- Enabled trusted, consistent reporting enterprise-wide
- Delivered a modern, unified user experience across sales and service teams
- Provided UAT support and tailored training to accelerate adoption
- Established a repeatable modernization model to scale across remaining dealerships
The program created a scalable CRM modernization engine, positioning the organization to accelerate dealership transformation, enhance data-driven decision-making, and support future automation and digital innovation initiatives.
50%
Faster migrations
2M+
Records modernized