What’s Inside?
- Strategic audit to identify and eliminate unsupported custom developments.
- Integration of a robust Document Management System (GED) to streamline sensitive file storage.
- Full platform stabilization and upgrade to the latest supported version of Microsoft Dynamics 365.
Context
Our client is a leader in the credit brokerage sector, specializing in home loans, loan insurance, and international financing. With a vast network of over 120 banking partners and 220 agencies, they manage complex financial workflows for a massive user base. To maintain their market leadership, they required a high-performance CRM capable of supporting 5,000+ specialized licenses.
Challenges
The primary objective of this intervention was to restore platform stability and agility. The client faced several critical hurdles:
- Accumulated Technical Debt: A high volume of unsupported custom code made the system rigid and expensive to maintain.
- Storage Inefficiency: The need to implement a formal Document Management System (GED) for secure file handling.
- Operational Risk: Ensuring the platform was updated to the latest supported version to prevent security gaps and performance issues.
- User Experience Gaps: The necessity to realign technology with core business processes to improve efficiency for brokers.
The Solution
We implemented a comprehensive modernization strategy focused on Microsoft Dynamics 365 and standardized architecture.
- Core Redevelopment: Redesigning existing features to align with native standards while removing problematic customizations.
- Document Management Integration: Seamlessly connecting the CRM to a dedicated GED for automated document storage.
- Platform Standardization: Moving “Back to Standard” to ensure long-term scalability and easier maintenance.
- Process Automation: Deploying advanced workflows to simplify daily administrative tasks for users.
Our Contribution
Spoon Consulting acted as a strategic technical authority to manage the complex transition:
- Technical Audit & Scoping: Conducting an in-depth analysis of the architecture to define a remediation roadmap.
- End-to-End Re-engineering: Managing the design and configuration of the new, lean solution.
- UI/UX Customization: Tailoring the interface to ensure high adoption rates across the agency network.
- Lifecycle Support: Providing ongoing stabilization to ensure the client remains on a modern, supported technical path.
Benefits
The revitalization project transformed the CRM from a technical burden into a strategic asset:
- Enhanced Platform Stability: A cleaner code base significantly reduced system downtime and technical friction.
- Optimized User Experience: Brokers now benefit from faster, more intuitive workflows tailored to mortgage processing.
- Risk Mitigation: By moving to the latest version, the organization ensured full compliance and security support.
- Scalable Foundation: The standardized environment allows for the rapid deployment of future innovations without additional debt.
Key Figures & Dates
- Project duration: 2018 – 2022 (Ongoing maintenance)
- Workload: 1,000+ man-days
- Impact: Strategic support for 5,000+ specialized licenses
