Paragon Case Study

Paragon are a multinational organisation who help their clients transform the way they connect with their customers. The breadth of their solutions cover all stages of the customer communication journey from smart data, data-driven customer engagement and multichannel marketing to high volume automated transactional communications.

The Company

Paragon were seeking an experienced Microsoft Dynamics 365 partner to assist with the upgrade of their outdated setup over to the Customer Service application of Microsoft Dynamics 365 which could provide additional functionality.

Background

The Client Services Team at Paragon were previously using an older version of Microsoft Dynamics on Premises. Its limited functionality was restricting the team’s ability to provide outstanding customer service and communications to their vast client base.

Paragon appointed Infinity Group’s specialist Microsoft Dynamics Consultancy team to review their legacy version of Dynamics, take over the hosting of the solution during the transition and facilitate the upgrade to Microsoft Dynamics 365 online.

Rather than going down the migration path, our Consultants advised the best option was to implement a green field build where we would start a fresh rather than upgrade or migrate them over. This method would enable Paragon to harness the full advantage of the new functionality available to them in Microsoft Dynamics 365, it also enabled us to fully customise the solution for their very detailed specification requirements.

Solution

Infinity Group designed and built Paragon’s fully customised solution on Microsoft Dynamics 365 Customer Services application. Their new solution enables them to create new jobs, together with the higher volume business as usual Change Requests, Queries and Incidents.

Each type of case follows its own Business Process Flow, with the ability to switch between them if necessary, and programmatically create a series of tasks for the Professional Services Team to fulfil the requests.  The Business Process Flow ensures a quality management approach for consistent and transparent completion of the requests by users spread across multiple sites, and timely communication with clients in a reliable manner.

Paragon have also made good use of the Microsoft licensing options by utilising Team member licences at a fraction of the cost of full licences for their back office colleagues.

By its nature, the Clients Services Team need to exchange and store the client communications and related print proofing attachments which can be large in file size.  Therefore, Infinity Group have configured both Microsoft SharePoint and Microsoft Azure blob storage as a seamless integration with Microsoft Dynamics 365 as a lower cost alternative for file and document storage.

Inflight and historic cases were migrated from their legacy version to Microsoft Dynamics 365 using Scribe Online / Tibco integration platform to ensure the integrity of the case and customer data was preserved and the migration exercise could execute high volumes of data in a short migration window to reduce downtime.

Our approach to this project and thorough understanding of their business needs has ensured their new deployment is a success.

“Infinity Group truly are a trusted business partner and have created a system that precisely meets our requirements, on a platform that’s fit for the future”. Lorna Brown, Head of Client Services – Paragon

Next steps

Our Microsoft Dynamics Support Team provide ongoing support and guidance to the staff at Paragon which is essential as a new system ‘beds in’.  Enhanced training will give Paragon’s ‘Super Users’ the ability to create and modify reports, dashboards and templates and promote adoption across the business. Lorna’s colleagues are already identifying other areas of the business that could further exploit the power of their new Dynamics 365 platform.