Project Description
Wheatley Group are Scotland’s biggest housing association. Wheatley Group have just implemented Dynamics 365 Customer Insights and were looking to ensure it is set up and rolled out correctly, they also wanted to have a support partner in place. They engaged Bridgeall to carry out a D365 Healthcheck and look to move this to support later in the year.
Wheatley Group
Wheatley is Scotland’s leading housing, care and property-management group and one of the UK’s best-accredited organisations.
Owning or managing over 95,868 homes, Wheatley delivers award-winning services to over 210,000 people across 19 local authorities in Scotland.
Wheatley Group had recently rolled out Dynamics 365 Customer Insights. Like many organisations with a new solution, they wanted to ensure their user adoption was high and that everything was set up correctly.
They felt their users weren’t completely comfortable with the platform and that they didn’t fully understand what it was capable of.
They also identified two areas they were having difficulty with, Segments within Dynamics 365 Customer Insights and they had a custom import process via SharePoint that was causing them some issues.
They needed someone to come in and review their setup to ensure best practice and governance approaches, help them improve user adoption and to review their usage of the platform functionality to ensure everything was working well.
Our Approach
Bridgeall were appointed to carry out our Dynamics 365 Healthcheck for Wheatley Group.
Firstly, we carried out our discovery sessions. We sat down with Wheatley Group to fully understand their requirements, processes, system usage and objectives of the review.
Then we carried out our environment and application review. This is where we deep dive into their solution and look for any configuration issues or opportunities to improve. This included reviewing their custom import process and using Segments functionality.
We carried out a review of the D365 CI platform and checked alignment with D365 CI best practices. We also reviewed the custom elements (such as their custom data sync from their DB system called astradb) to understand whether these would be elements Bridgeall could support.
As a result of the review, Bridgeall were happy to take on support for their CI platform but also provided a recommendation, based on Wheatley’s feedback that further training and adoption of the platform would be beneficial. We have since engaged with them and provided virtual training and adoption sessions, tailored specifically to Wheatley group’s needs as there was some confusion as to how they could tailor the D365 CI experience to the housing sector’s needs.
Wheatley Group had a clear resolution to the challenges they were facing with Dynamics 365. The additional training helped them improve adoption and use the platform better. The solution is now fully supported by Bridgeall providing more security and guaranteed SLAs to keep the platform delivering.
Next Steps
Our next steps with Wheatley Group is to move them towards a fully supported Dynamics 365 Customer Insight, complete some improved adoption and training and roll out segments updates.
