Microsoft D365 & Power Platform: Rethinking Customer Processes at EAM

​​The customer-facing EAM departments had used different CRM systems—or none at all—for their energy business units. A few years ago, the decision was made to adopt the comprehensive Microsoft Dynamics 365 system, and the implementation began. However, it initially failed to meet expectations in terms of performance and implementation speed. As a result, EAM’s business units sought another partner for the implementation of Dynamics 365, including Microsoft Power Platform.​

​​In the target scenario, EAM’s subject matter experts aim to develop a centralized customer platform that enables the oft-cited 360° view of the customer—of course, always unbundlingcompliant for all companies and market roles.​

​​The IT experts at Arvato Systems took charge of the implementation and further development of Dynamics 365 and kicked off the project by introducing a custom-developed data model for the energy industry to accelerate progress. This enabled EAM to implement the first use cases in production for its business units significantly faster. The insights gained through this collaboration are being incorporated back into the standard for the CRM industry solution AEP.EnergySuite. Since Arvato Systems took over development and operations, eight use cases have been implemented in a modular fashion through a joint development effort.​