Summary
Key results
Launched a dedicated ticketing system based on Microsoft Dynamics 365 CRM, aligned with the client’s processes
Prepared the environment for further development of request-handling processes within the Microsoft ecosystem
Replacing an outdated ticketing tool with a flexible CRM platform
The frozen food manufacturer operates across multiple European markets, supports diverse sales channels, and works with retail chains and regional partners. As the business expanded, the number of requests and cases requiring registration, prioritization, and tracking in one place increased significantly.
The existing ticketing tool no longer met expectations – it was hard to extend, functionally limited, and not designed for mobile work. This made access to tickets inconvenient, especially for employees working outside the office, and limited opportunities to optimize the end-to-end process.
The client decided to replace the current ticketing system with a solution based on Microsoft Dynamics 365 CRM and a dedicated application that would provide a user-friendly ticketing experience and enable further growth within the same technology ecosystem.
Dynamics 365 CRM with a dedicated Canvas App as the new ticketing tool
Sii Poland was selected to design and implement a new request-handling solution based on Microsoft Dynamics 365 CRM. The goal was to migrate the existing ticketing functionality to the new platform, add standard CRM capabilities, and provide users with convenient mobile access.
The project included both Dynamics 365 CRM configuration and development of a dedicated Canvas App that simplifies day-to-day work in common user scenarios. Delivery – from analysis to go-live – took approximately six months.
Scope of work included:
- Analysis of the existing ticketing tool and request-handling processes to identify business-critical functions and requirements for the new solution
- Implementation of Microsoft Dynamics 365 CRM as the foundation for the new ticketing system, reflecting key process steps and data structures
- Development of a dedicated Canvas App enabling convenient mobile use, including fast ticket review and updates
- Replication of the previous solution’s functionality to ensure continuity of work and avoid losing important capabilities
- Use of standard Dynamics 365 CRM features (including views and filters, dashboards, queues, SLAs, automated notifications, and workflows/Power Automate), enabling further evolution without building everything from scratch
- Integration with Active Directory to streamline user and access management
The result was a cohesive ticketing solution combining client-specific fit with the long-term extensibility of the Dynamics 365 platform.
A modern request-handling system with mobile access
With Dynamics 365 CRM and the Canvas App in place, the client gained a modern ticketing solution that better supports the day-to-day work of teams responsible for handling requests. Users can register and update cases in one system, using both the web interface and a mobile app.
Migrating the previous tool’s functionality into a new environment – while leveraging standard Dynamics 365 capabilities – simplified maintenance and prepared the solution for further growth. The organization can gradually expand the system using the Microsoft ecosystem, instead of investing in enhancements to a closed, hard-to-modify ticketing tool. The solution is developed and maintained by Sii under a service model.