Microsoft Dynamics 365 Case Study

Japan Business Systems, Inc. develops business applications to streamline internal operations on Microsoft Dynamics 365 (hereinafter “Dynamics 365”). In this case study, we review an internal development case in which a business application was implemented in a short time frame using only the basic functions of Dynamics 365. We also introduce business applications implemented through Dynamics 365.

We built a business application on the CRM function of Dynamics 365 for task-based management of the software license contract renewal operations for software purchased by customers from JBS. It is a system that is not simply limited to the ledger database of license information, but can comprehensively manage everything from the history of individual customer care through to to-do tasks.

This application has functions that prompt customers to renew their licenses at the appropriate timing without missing any or report to application vendors by automatically creating annual tasks that differ depending on the license and displaying the deadline for each stage.

The main functions implemented this time are as follows.

The license structure was complex and the timing for license renewal or extension were all different depending on the product or contract type. The number of items to manage including past history could be 100 per week, drastically increasing the burden on the persons in charge of license management.

Additionally, we started to see cases in which the handling of license information became a burden for the account executives.

In a negative scenario, if this situation were to continue it could result in delays to the timing of license renewal, causing problems on the customer side to secure a budget. It could also lead to customers being stolen by JBS competitors.

We decided that it was necessary to have a structure to manage license information in a unified and efficient manner by systematizing the business logic for prompting customers to renew and continue license contracts at an appropriate timing from the perspective of process management, without having to depend on management by account executives. So we rebuilt this license management system.

Developing the application without using program codes makes it easier to conduct agile development. In simple terms, we can operate the prototype then and there to add or change displays or functions. So even if there is a function that would be difficult to implement with only standard functions, we can realize a similar function by changing the way we think or the procedure, or determine whether to cover such a function through operation or manually.

It might be a “limitation” if we tried to replicate all the ideal operational models, but if we determine the time and cost to implement a function, its impact on operations, and priority of the function itself, we can view it as a “specification.” This time, we decided to prioritize releasing the system without spending too much time and money rather than faithfully replicating the ideal operational model spending a lot of time and money. The sooner we can start using a new system, the sooner we can enjoy its benefits. We will continue to reorganize the system and add functions, so even if there is a function that we gave up implementing at the current point, we can develop the system to become even better as we use it. That is the basic idea.

There was one engineer who was mainly in charge of development and it took about two months. However, because the engineer in charge had little development experience in Dynamics 365, experienced engineers provided support on the technical side.

In terms of functions, we were able to create tasks of the operations that were managed by people up until then and automate the operational processes. This reduced mistakes and omissions. It also realized a high quality license selling environment while minimizing the burden on account executives.

Additionally, by aggregating information on customers who were already using Dynamics 365 as SFA, we were able to unify the management of information that crossed over departments such as license management and sales, enabling us to create an environment in which it became easy to access data and tasks. Improving quality of customer care companywide was also one of our goals.

For license management operations, we intend to identify priority functions and work on each gradually, such as functions for which we pushed back implementation and functions for which improvement requests have emerged after using them in actual operations, such as expanding the scope of automatic task generation, adding items, revising language, and attaching files to documents other than license contracts.

Additionally, JBS has already implemented various functions on Dynamics 365, but we hope to add further new functions going forward.