Discovery phases are supposed to reveal problems. That’s their job. But we weren’t prepared for what we found when we audited our own customer insights platform configuration. 

Every single form on our website was creating contacts, not leads. Every eBook download, case study download, every demo request—straight to contacts. We’d been fundamentally breaking one of the cardinal rules we preached to clients about our customer insights platform. 

Why Contacts vs. Leads Actually Matters 

Some readers might think, “What’s the big deal? Contact, lead—it’s all data in the system, right?” 

Wrong. This is like building a house and forgetting the foundation. Everything else crumbles without it. 

When you create contacts instead of leads, you lose: 

1. The Qualification Journey: Leads have stages. They progress from inquiry to Marketing Qualified Lead (MQL) to Sales Qualified Lead (SQL). Contacts don’t have this journey—they just exist. 
2. Scoring and Intelligence: Lead scoring helps you identify hot prospects. Without leads, everyone looks the same—the tire kicker and the ready-to-buy prospect are indistinguishable. 
3. Nurture Pathways: Leads can enter nurture campaigns based on their behavior and progression. Contacts require manual intervention for everything. 
4. Funnel Visibility: You can’t see your marketing funnel if you don’t have leads moving through stages. You’re flying blind. 
5. Clean Data: Our contact database had become a dumping ground. Every form fill, every casual interaction—all mixed with actual customers and real prospects. 

The Archaeological Dig Through Our Data 

Once we recognized the problem, we had to understand its scope. The audit revealed: 

• contacts created from web forms over two years 
• No way to distinguish between someone who downloaded a case study and someone who wanted to book a demo 
• Marketing campaigns sending the same message to cold prospects and hot leads 
• Sales team frustrated because they couldn’t prioritize outreach 
• No data on conversion rates because there was nothing to convert from 

How Did We Get Here? 

The honest answer? Speed and assumptions. 

When we initially set up Customer Insights platform, we were moving fast. Someone made a configuration choice—probably thinking it was temporary—and it became permanent through inertia. Classic “we’ll fix it later” that never gets fixed. 

But there was a deeper issue: we assumed we knew what we were doing. We implement these systems for clients constantly. Surely, we’d get our own right? 

This is the danger of expertise—it breeds blind spots. We were so focused on advanced features and sophisticated campaigns that we missed the fundamental flaw in our foundation. 

The Uncomfortable Conversation 

The discovery findings led to a difficult team meeting. We had to decide: 

Option 1: Band-aid fixes 

• Keep the current structure 
• Try to work around the limitations 
• Implement complex workarounds to simulate lead functionality 

Option 2: Rip and replace 

• Rebuild the foundation properly 
• Reconfigure all forms and processes 
• Accept that some historical data would be messy 

We chose Option 2. It would be painful, but we knew from client experience that band-aids eventually fail spectacularly. 

What Discovery Really Taught Us 

Beyond the technical findings, Week 1’s discovery phase revealed crucial insights: 

1. Even experts need discovery phases: We thought we could skip or abbreviate discovery since we “knew” our own system. We were wrong. 
2. Assumptions are dangerous: Every assumption we made about our configuration was incorrect. 
3. Simple mistakes compound: A single configuration choice two years ago had corrupted our entire marketing operation. 
4. Pride comes before the fall: We were too proud to audit our own system earlier because we were “the experts.” 

The Path Forward 

By the end of Week 1, we had: 

• A complete audit of our current state 
• A clear understanding of what was broken 
• A plan to rebuild our lead management from scratch 
• Buy-in from the team that temporary pain would yield long-term gain 
• A healthy dose of humility 

The discovery phase had done its job—it showed us the uncomfortable truth. Now we had three weeks to fix two years of accumulated problems. 

The key lesson from Week 1: Don’t skip discovery, even (especially) when you think you know what you’ll find. The most dangerous problems are the ones you don’t know exist. 

Transform Your Marketing in 4 Weeks 

Stop managing spreadsheets. Start generating revenue. Our Customer Insights Platform Rapid Implementation gets you from chaos to automated campaigns in just 4 weeks—the same methodology we used to transform our own marketing. 

Start Your 4-Week Transformation 

As a Microsoft AI Solutions Partner specializing in Dynamics 365 implementations, we spend our days transforming how companies engage with their customers. We’ve implemented Customer Insight for dozens of organizations, built sophisticated nurture campaigns, and created marketing automation that turns leads into revenue. 

Yet our own marketing operation was held together with duct tape, hope, and number of spreadsheets. 

The irony was painful. Here we were, implementing sophisticated marketing automation for clients while our own team was: 

• Manually copying contacts between systems 
• Using Excel to track campaign engagement 
• Losing leads who expressed interest in our solutions 
• Missing obvious cross-sell opportunities for our ISV solutions (Shipment Depot, Project Survey, Client Feedback) 
• Spending hours on tasks we routinely automated for clients in minutes 

The Moment of Truth 

The breaking point came during our quarterly planning session. We were preparing to launch several new offerings, had major events approaching, and needed to scale our marketing efforts significantly. 

Our marketing manager laid it out bluntly: “We need the same tools we give our clients, or we need to hire three more people.” 

That’s when someone asked the question that changed everything: “Why don’t we just implement Customer Insights for ourselves using our Rapid Implementation methodology?” 

We all knew why—because being your own customer is uniquely challenging. We knew all the pitfalls, all the shortcuts we shouldn’t take, and all the temptations to over-engineer. We also knew that if we couldn’t deliver our own transformation in four weeks, how could we credibly promise it to clients? 

The Decision to Eat Our Own Dog Food 

We decided to treat ourselves exactly like a client. No special treatment, no scope creep, no “we’ll fix that later” exceptions. Four weeks. Same methodology. Same discipline. 

Our starting point was sobering: 

• Marketing campaigns scattered across multiple platforms 
• No unified view of customer engagement 
• Manual list management taking 5+ hours weekly 
• Zero automation for lead nurturing 
• No visibility into our marketing funnel 

But we had advantages too. We knew the platform inside and out. We understood what good looked like. Most importantly, we knew what happened when implementations failed—and we were determined not to become our own cautionary tale. 

Why This Series Matters 

Over the next four weeks, we’re sharing our journey in real-time. Not a sanitized case study written months later, but the actual experience as it happens—including the mistakes, surprises, and uncomfortable discoveries. 

Because here’s what we’ve learned from hundreds of implementations: every organization thinks their situation is unique. They think their challenges are special. They think the methodology won’t work. 

We thought the same things. We were wrong. 

This series will show you: 

• What a Rapid Implementation actually looks like from the inside 
• The mistakes even experts make (spoiler: we made a huge one) 
• How to build a marketing foundation that scales 
• Why simple solutions often beat complex ones 
• The real timeline for transforming marketing operations 

Most importantly: We’ll prove that four weeks is enough to completely transform your marketing—if you’re willing to confront uncomfortable truths and fix fundamental flaws. 

Transform Your Marketing in 4 Weeks 

Stop managing spreadsheets. Start generating revenue. Our Customer Insights Rapid Implementation gets you from chaos to automated campaigns in just 4 weeks—the same methodology we used to transform our own marketing. 

Start Your 4-Week Transformation 

Location: Microsoft Office, 3025 Highland Pkwy, Ste 300, Downers Grove, IL 60515
Date & Time: Thursday, October 2, 2025 | 10:00 AM – 2:30 PM CST

What to Expect

We’ll dive into real-world applications of Microsoft Copilot and Agents in Dynamics 365, explore adoption best practices, and discuss the latest updates across Business Central, Finance & Supply Chain Management, and Customer Engagement apps.

Agenda

• 10:00–10:15 Welcome & Introductions
• 10:15–11:00 Copilot & Agents in D365: Practical Applications
• 11:00–12:00 Roundtable: AI and D365 – Adoption Best Practices
• 12:00–1:15 Lunch & Networking
• 1:15–2:15 Dynamics 365 News & Roadmap
• 2:15–2:30 Wrap-Up & Next Meetup Voting

Session Highlights

• Copilot & Agents in Dynamics 365
  Hands-on walkthrough of what these tools can do today, what’s coming, and how to prepare for the next wave of AI-powered capabilities.
• Roundtable: Copilot & AI Adoption Best Practices
  An open discussion on lessons learned, challenges faced, and strategies for successful adoption within the community.
• Dynamics 365 News & Roadmap
  Community-led conversation on CE/ERP overlap, Business Process Catalogue, licensing updates, and upcoming events that matter to all of us.

Why Attend?

• Connect with fellow Dynamics 365 professionals and AI adopters.
• Gain practical knowledge you can take back to your organization.
• Shape the future meetups by voting on next topics and locations.

Secure your spot today! Register here

Let’s be honest: nobody at your nonprofit signed up to spend their days wrestling with broken workflows, disconnected systems, and Excel sheets that have evolved into Frankenstein’s monsters. You came here to change lives, support communities, and advance causes that matter. Yet here you are, spending precious hours trying to figure out why your donor database won’t talk to your finance system, or why generating a simple grant report feels like solving a Rubik’s cube blindfolded. 

At Reach, we’ve sat across the table from countless nonprofit leaders who’ve shared this same exhausted look. The one that says, “We implemented an non profit ERP three years ago, and somehow things got worse, not better.” 

You’re not alone, and more importantly, you’re not stuck. 

The Real Cost of a Failed ERP 

When your ERP system isn’t working, it’s not just an IT problem—it’s a mission problem. Every hour your team spends on manual workarounds is an hour not spent serving your community. Every delayed report risks donor confidence. Every data discrepancy threatens compliance. 

We recently worked with a nonprofit whose outdated systems forced them to rely on phone calls and emails for even routine transactions. Staff spent excessive time on manual data entry, introducing errors and slowing operations to a crawl. Meanwhile, their D365 Finance & Supply Chain Management system—which housed powerful business logic for pricing, inventory, and order management—remained inaccessible to the people who needed it most. 

The transformation? Within months, they eliminated manual processes, reduced support workload, and empowered their stakeholders with real-time access to critical information. But we’re getting ahead of ourselves. 

Why Traditional ERP Implementations Fail Nonprofits 

Here’s what typically goes wrong: vendors approach nonprofit implementations the same way they approach commercial ones. They don’t understand that your “customers” are actually beneficiaries, donors, volunteers, and grantors—each with entirely different needs. They don’t grasp that your financial reporting isn’t just about the bottom line; it’s about fund accounting, restricted grants, and program efficiency ratios. 

Most importantly, they underestimate the complexity hidden beneath your seemingly straightforward mission statement. They fail to recognize that nonprofits often operate with: 

• Multiple funding streams with different restrictions 
• Complex compliance requirements across various grant programs 
• Diverse stakeholder groups requiring different types of engagement 
• Limited IT resources but enterprise-level operational complexity 
• The need to demonstrate impact, not just track transactions 

The Microsoft Advantage: Built for Your Reality 

This is where Microsoft’s nonprofit-specific solutions—and Reach International’s implementation expertise—make all the difference. Microsoft Dynamics 365 isn’t just adapted for nonprofits; it’s designed with your unique needs in mind. 

Dynamics 365 Business Central handles the complex fund accounting and grant management requirements that keep your auditors happy and your board informed. No more Excel gymnastics to track restricted funds or allocate overhead across programs. 

Dynamics 365 Finance & Supply Chain Management provides enterprise-grade capabilities for larger nonprofits managing complex operations, inventory, and multi-site coordination—all while maintaining the transparency donors expect. 

Power Platform serves as the connective tissue, letting you build custom apps and automate workflows without writing code. Need a volunteer check-in app for your annual gala? Want to automate grant application workflows? Create a self-service portal for beneficiaries? Power Pages and Power Automate make it possible—and practical. 

Microsoft 365 Integration means your ERP doesn’t exist in isolation. Teams collaboration, SharePoint document management, and Outlook communications all flow seamlessly with your operational systems. 

Our Human-Centered Rescue Approach 

At Reach, we don’t believe in rip-and-replace chaos or endless customization debates. Our approach is grounded in a simple philosophy: technology should work for people—not the other way around. 

Here’s how we approach ERP rescue differently: 

Start with People, Not Processes We begin by understanding who uses your systems and what they’re trying to accomplish. Customer interviews, stakeholder workshops, and real-world observation inform every decision. We design for the user, not the system. 

Leverage What Works That D365 system gathering dust? It probably has more capability than you realize. We often find that organizations are using just 20% of their system’s potential. Before adding complexity, we unlock what you already have. 

Build Bridges, Not Walls Using tools like Dual Write and native Microsoft integrations, we create seamless connections between systems. Your staff shouldn’t need to know where data lives—it should just be there when they need it. 

Iterate and Evolve We treat your digital transformation as an evolving platform, not a fixed project. Quick wins build momentum, user feedback drives improvements, and continuous refinement ensures long-term success. 

Real Impact: From Crisis to Capability 

The nonprofit we mentioned earlier? Their transformation went beyond operational efficiency. By implementing a fully integrated customer portal using Power Pages and Dual Write, they created a digital experience that: 

• Gave stakeholders 24/7 self-service access to critical information 
• Eliminated manual data entry for routine transactions 
• Reduced errors through real-time ERP validation 
• Freed staff to focus on mission-critical activities 
• Created a scalable foundation for future digital initiatives 

But perhaps most importantly, it restored their team’s confidence in technology as an enabler, not an obstacle. 

The Integration Advantage 

One of the most powerful aspects of the Microsoft ecosystem is how naturally everything connects. Your Dynamics 365 system seamlessly integrates with: 

• Microsoft Teams for collaboration without context-switching 
• SharePoint for document management that actually makes sense 
• Power BI for board reports that tell your impact story visually 
• Outlook for constituent engagement that flows naturally from email to CRM 

And with Copilot capabilities now embedded throughout the Microsoft stack, your team gets AI assistance right where they work—whether that’s drafting donor communications, analyzing program data, or forecasting resource needs. 

Critical Success Factors We’ve Learned 

Through years of nonprofit transformations, we’ve identified key factors that separate successful rescues from repeated failures: 

Executive Sponsorship: Leadership must champion the change and ensure adequate resources and cross-departmental cooperation. 

User Involvement: The people who will use the system daily must be involved in design and testing phases—not as an afterthought, but as co-creators. 

Data Quality Focus: When users access ERP data directly, data quality issues surface immediately. Address these proactively, not reactively. 

Security Balance: Carefully design access controls that balance accessibility with compliance requirements. 

Flexible Architecture: Build for evolution. Requirements will change, programs will shift, and new opportunities will emerge. 

Your Path Forward 

If you’re reading this while surrounded by sticky notes reminding you of manual processes, or if you just finished yet another “emergency” Excel report for your board, it’s time for a change. 

You don’t need to abandon everything and start over. You don’t need to endure another failed implementation. What you need is a partner who understands both nonprofit operations and the Microsoft ecosystem—someone who can rescue your current situation while building toward your future. 

At Reach, we’ve made it our mission to ensure technology amplifies your mission, not complicates it. We specialize in translating complex systems into simple, human-centered digital experiences. Our Microsoft AI Solutions Partner status isn’t just a badge—it’s a commitment to bringing enterprise-grade solutions to mission-driven organizations. 

We bring: 

• Deep experience with Dynamics 365 and Power Platform 
• A strong track record with mission-driven and nonprofit organizations 
• A commitment to practical innovation—solutions that scale, not sprawl 
• Close collaboration and transparency every step of the way 

Ready to Reclaim Your Mission? 

Your ERP should be the backbone of your operations, not a pain in your back. It should free your team to focus on impact, not imprison them in process. 

Let’s have an honest conversation about where you are today and where you need to be. No sales pressure, no technical jargon—just a straightforward discussion about how we can help you regain operational control and redirect your energy toward your mission. 

Because at the end of the day, the only spreadsheet that really matters is the one that counts the lives you’ve changed. Everything else should just work. 

Reach is specialized in helping nonprofits and mission-driven organizations unlock the full value of their technology investments. Ready to explore your rescue options? Contact us for a consultation about transforming your ERP challenges into mission success. 

Let’s go over key consideration points that will help you choose the right solution for your business.  

Considering various shipping solutions will be crucial in optimizing your logistics.

Software architecture approaches:

• D365 Native. Most solutions today provide native D365 integration, enabling users to manage shipping directly within the D365 UI. However, for smaller enterprises, licensing costs can be a challenge since a full license is required for each shipping clerk. 
• Outside of D365. Some solutions take a different approach by exposing shipping data externally and using an external portal to finalize shipments. In this scenario, shipping is being done using the D365 interface, and the data is exposed to an external web portal that generates the shipping label. This reduces D365 licensing costs and offers more flexibility, but it also creates reporting challenges and increases integration risks. 

Packing UI flows 

• Native D365 packing screen flow. This approach is most effective with the latest D365 feature releases, ensuring that new features are supported without requiring modifications to the shipping solution code. The user uses standard D365 pack/rate route forms to finalize the shipping.  
•  Custom packing forms. Larger shipping ISVs tend to create new custom forms to support the packing and shipping process. This provides greater flexibility and improved packing speed. However, keeping up with the latest D365 updates can be challenging, as custom packing flows are not directly aligned with the standard D365 packing/rating forms. 

Let’s discuss other key considerations that will help you prepare for the call with the shipping ISV. 

• Small parcel shipping carrier support. 
• LTL shipping carrier support. 
• Carrier integration approach. 
• Additional features like insurance, international shipping, freight reclassification, and more. 
• Product and support cost models. 

Small parcel shipping carrier support. 

A Shipping ISV solution typically supports a wide range of small parcel carriers, however, it’s essential to confirm that the required carriers and services are available out of the box.  

Today, the big three—UPS, FedEx, and USPS—are a must-have to remain competitive. 

If your business is located outside of North America, make sure to verify the shipping support for the carrier in your country, as the UPS shipping process from the EU might differ from ours. 

LTL shipping carrier support. 

This is a complex topic, as the number and type of LTL/TL carriers vary depending on the region. Many ISV solutions address this by integrating with third-party providers who maintain the constantly evolving API structures.  

In the U.S. alone, there are about 25 major national players and over 500,000 smaller regional or local LTL carriers. For D365 shipping ISVs, offloading API maintenance to a third party is a common and practical approach. 

When evaluating LTL carrier integrations, always request a live demo. 

Carrier integration approach. 

Smaller ISV solutions often integrate directly with shipping carriers. This approach reduces product costs since there is no need to pay for middleware to handle API calls. However, if the D365 shipping ISV is new to the market, relying on direct integration can introduce risks around maintaining up-to-date API structures. 

Integrating through a third party adds extra cost but helps eliminate the risk of downtime caused by outdated API structures. 

Additional features. 

Business needs vary—some require advanced features, such as shipping invoice reconciliation, package insurance, and RMA support, while others do not.  

A large feature set will increase the cost of the ISV solution.  

The biggest mistake we see is companies buying software with numerous features but only utilizing a small portion of them.  

It’s best to ask for a full list of features from the ISV and assess if your business really needs that toolset. 

Product and support cost models. 

The largest players in the market come with the highest costs. Their solutions offer the most features and draw on years of experience to address complex business needs. These products are typically offered on a subscription basis. 

Smaller players typically use a subscription model combined with pay-as-you-go support hours. However, some newer players charge a one-time product fee and depend heavily on support hours for most of their revenue.  

It’s best to compare multiple solutions and ask the right questions. 

At Reach, we bring years of expertise and can help you choose the right solution for your business. 

For organizations evaluating or currently using ERP solutions, understanding Copilot’s implications isn’t optional. It’s essential for maintaining competitive advantage and ensuring your technology investments align with the future of business operations. 

Understanding Microsoft Copilot in the ERP Context 

Microsoft Copilot extends far beyond simple automation or chatbot functionality. Within ERP environments, particularly in Microsoft Dynamics 365, Copilot acts as an intelligent layer that interprets natural language requests, analyzes complex datasets, and executes multi-step processes that traditionally required specialized knowledge and significant manual effort. 

Real-World Application Example 

Consider a procurement manager who needs to analyze supplier performance across multiple dimensions while considering seasonal variations and currency fluctuations. 

Traditional Approach: 

• Extract data from various modules manually 
• Manipulate data in Excel 
• Create reports through multiple tools 
• Time required: Hours or days 

With Copilot: 

• Simply ask: “Show me our top suppliers by reliability score, adjusted for seasonal delivery patterns, with cost trends over the past 18 months” 
• Receive instant, actionable insights 
• Time required: Seconds 

Key Capabilities in ERP Environments 

• Intelligent Process Automation: Draft purchase orders based on historical patterns and current context 
• Predictive Analytics: Suggest optimal inventory levels by analyzing demand signals and market trends 
• Risk Identification: Identify potential supply chain disruptions by correlating multiple data sources 
• Continuous Learning: Adapt to organizational patterns, becoming more valuable over time 
• Cross-Module Integration: Access and synthesize data across all ERP modules seamlessly 

Strategic Implications for Your Organization 

1. Redefining ROI Calculations 

The introduction of Copilot necessitates a fundamental reconsideration of how we measure ERP value: 

• Traditional Metrics: Process automation, cost reduction, efficiency gains 
• New Metrics: Decision speed, insight quality, innovation capability, competitive differentiation 
• Value Shift: From pure automation to intelligence augmentation 

2. Data Strategy Becomes Mission-Critical 

Why Data Quality Matters More Than Ever: 

• Copilot’s effectiveness directly correlates with data quality and completeness 
• Siloed data structures limit AI capabilities 
• Inconsistent data governance prevents full value realization 
• Clean, integrated data becomes a competitive advantage 

Required Investments: 

• Comprehensive data cleansing initiatives 
• Standardization across all systems 
• Robust governance frameworks 
• Real-time data integration capabilities 

3. Competitive Landscape Transformation 

Organizations with Copilot-enabled ERPs will: 

• Identify market opportunities 3-5x faster 
• Respond to disruptions in real-time vs. days 
• Optimize operations with unprecedented precision 
• Make data-driven decisions at every level 

This creates two distinct categories: 

• AI-enabled enterprises with enhanced capabilities 
• Traditional operators falling progressively behind 

4. Evolving Workforce Requirements 

Skills Declining in Importance: 

• Manual data entry and manipulation 
• Technical ERP navigation expertise 
• Report generation and formatting 

Skills Increasing in Value: 

• Strategic thinking and analysis 
• Prompt engineering and AI communication 
• Data interpretation and validation 
• Cross-functional business understanding 

Implementation Considerations 

Technical Architecture Assessment 

Cloud vs. On-Premises Considerations: 

• Cloud-Based Systems  
  • Faster Copilot integration 
  • Automatic updates and improvements 
  • Lower technical barriers 
• On-Premises Systems  
  • Require migration planning 
  • Additional infrastructure investments 
  • Longer implementation timelines 

Legacy Customization Analysis 

Critical Questions to Address: 

• Which customizations become obsolete with Copilot’s natural language capabilities? 
• Which customizations might block Copilot’s data access? 
• How can we preserve critical custom functionality while enabling AI? 
• What’s the cost-benefit of maintaining vs. retiring customizations? 

Change Management Strategy 

Key Success Factors: 

• Education Programs  
  • Demonstrate enhancement vs. replacement narrative 
  • Provide hands-on training opportunities 
  • Share success stories regularly 
• Champion Networks  
  • Identify early adopters in each department 
  • Empower them to showcase practical wins 
  • Build peer-to-peer learning systems 
• Phased Rollout Approach  
  • Start with high-impact, low-risk areas 
  • Build confidence through quick wins 
  • Expand based on lessons learned 

Security and Compliance Framework 

Essential Considerations: 

• Data Governance  
  • Define what data Copilot can access 
  • Establish user permission hierarchies 
  • Create audit trails for AI-assisted decisions 
• Compliance Requirements  
  • Document AI decision-making processes 
  • Ensure regulatory standard adherence 
  • Maintain human oversight mechanisms 
• Risk Management  
  • Validate AI recommendations before implementation 
  • Establish override protocols 
  • Monitor for bias and errors 

Preparing Your Organization for the Copilot Era 

Phase 1: Assessment and Planning (Months 1-3) 

Immediate Actions: 

• Conduct comprehensive ERP landscape assessment 
• Document existing processes and pain points 
• Evaluate current data quality and structure 
• Identify priority areas for Copilot implementation 
• Build business case with revised ROI metrics 

Phase 2: Foundation Building (Months 3-6) 

Data Preparation: 

• Consolidate disparate data sources 
• Standardize data formats and definitions 
• Implement data quality monitoring 
• Establish governance frameworks 
• Create master data management strategy 

Organizational Readiness: 

• Develop AI literacy training programs 
• Teach prompt engineering basics 
• Create change management plan 
• Identify and train champions 
• Communicate vision and benefits 

Phase 3: Pilot Implementation (Months 6-9) 

Recommended Pilot Areas: 

• Supply chain optimization 
• Financial forecasting and analysis 
• Customer service enhancement 
• Inventory management 
• Procurement processes 

Success Metrics: 

• Time reduction in key processes 
• Accuracy improvements 
• User adoption rates 
• Business value generated 

Phase 4: Scale and Optimize (Months 9+) 

Expansion Strategy: 

• Roll out to additional departments 
• Integrate more complex use cases 
• Refine based on learnings 
• Measure and communicate ROI 
• Plan for continuous improvement 

Best Practices for Success 

Do’s: 

• Start data preparation immediately 
• Invest heavily in change management 
• Choose pilot projects with measurable impact 
• Build flexibility into implementation plans 
• Focus on user adoption and satisfaction 
• Document and share success stories 
• Maintain human oversight and validation 

Don’ts: 

• Treat Copilot as just another feature 
• Underestimate data quality importance 
• Rush implementation without preparation 
• Ignore employee concerns about AI 
• Neglect security and compliance requirements 
• Assume immediate ROI without investment 
• Implement without clear success metrics 

The Path Forward 

Microsoft Copilot represents more than an incremental improvement to ERP systems—it’s a fundamental reimagining of how humans and enterprise software interact. Organizations that recognize this shift and adapt their strategies accordingly will find themselves with significant competitive advantages. 

Key Takeaways: 

• Copilot is transformative, not incremental – Plan accordingly 
• Data quality determines success – Invest in your data foundation now 
• Change management is critical – Focus on people as much as technology 
• Early movers gain advantage – Start preparation immediately 
• Flexibility is essential – Build adaptive strategies for evolving capabilities 

The question isn’t whether to integrate Copilot into your ERP strategy, but how quickly and effectively you can do so while maintaining operational stability and driving meaningful business value. As you evaluate your ERP strategy in light of Copilot’s capabilities, remember that this technology will continue evolving rapidly. 

The organizations that thrive will be those that view Copilot not as a destination but as a powerful companion on the journey toward truly intelligent enterprise operations. Start your preparation today and contact us—your future competitiveness depends on it. 

But here’s what we’ve learned after helping dozens of companies turn around struggling ERP projects: AI isn’t just another layer of complexity to add to your problems. When applied strategically, it’s the accelerator that can get you back on track. 

Understanding Why ERP Projects Struggle 

Before diving into solutions, let’s acknowledge the real challenges you’re facing. ERP implementations fail for predictable reasons: data migration nightmares where years of inconsistent information refuse to play nicely together; change resistance from teams who’ve developed workarounds they’re comfortable with; scope creep that turns a focused project into an unwieldy monster; and integration challenges that leave your systems speaking different languages. 

The traditional approach to fixing these problems? Throw more people at it. Extend timelines. Increase budgets. But what if there was a smarter way? 

Where AI Changes the Game 

At Reach, we’ve seen AI transform struggling ERP projects in three fundamental ways. First, it dramatically accelerates data cleanup and migration. Second, it provides intelligent insights that help teams make better decisions faster. Third, it simplifies user adoption by making complex systems intuitive. 

Consider data migration, often the most time-consuming aspect of any ERP project. Traditional approaches require armies of analysts manually reviewing, cleaning, and mapping data. AI can analyze millions of records in hours, not months, identifying patterns, inconsistencies, and anomalies that human reviewers might miss. We recently helped a manufacturing client reduce their data migration timeline from six months to six weeks using AI-powered data quality tools. 

But AI’s impact goes beyond speed. It brings intelligence to every aspect of your ERP recovery. 

Practical AI Applications for ERP Recovery 

Intelligent Data Migration and Cleanup 

Instead of manually reviewing thousands of vendor records or customer accounts, AI algorithms can automatically identify duplicates, standardize formats, and flag outliers for review. Machine learning models learn from your corrections, getting smarter with each decision you make. This means your team spends time on strategic decisions, not mundane data entry. 

One of our retail clients discovered that what they thought would be a three-month data cleanup process took just three weeks with AI assistance. The system identified over 15,000 duplicate customer records and standardized address formats across 50,000 entries automatically, tasks that would have taken their team months to complete manually. 

Automated Testing and Quality Assurance 

Testing is another area where AI shines. Traditional testing requires creating hundreds of test scenarios, running them manually, and documenting results. AI-powered testing tools can generate test cases based on your business processes, execute them automatically, and even predict where failures are most likely to occur. 

Key benefits we’ve consistently seen: 

• 70% reduction in testing time through automated test case generation 
• Early identification of high-risk areas before they become critical issues 
• Continuous testing that runs in the background, catching problems immediately 
• Self-documenting test results that create audit trails automatically 

This predictive capability is particularly valuable. By analyzing patterns from similar implementations, AI can flag high-risk areas before they become problems. It’s like having a seasoned consultant who’s seen hundreds of implementations guiding your every step. 

Smart Change Management 

Here’s where AI becomes truly transformative for struggling projects. Change management isn’t just about training; it’s about understanding how your people actually work. AI can analyze user behavior patterns, identify resistance points, and personalize training recommendations. 

We’ve implemented AI assistants that act as on-demand guides within the ERP system. When a user struggles with a process, the AI offers contextual help, suggests shortcuts, or even automates routine tasks. This reduces the learning curve dramatically and increases adoption rates. 

Predictive Analytics for Project Management 

AI doesn’t just help with technical aspects; it transforms project management itself. Machine learning algorithms can analyze your project data—timelines, resource allocation, task dependencies—and predict potential delays before they happen. This gives project managers the foresight to adjust resources, reset expectations, or accelerate specific workstreams proactively. 

The Human Element: AI as an Enabler, Not a Replacement 

It’s crucial to understand that AI doesn’t replace human expertise; it amplifies it. Your team’s deep understanding of your business processes, combined with AI’s ability to process vast amounts of data and identify patterns, creates a powerful synergy. 

We’ve found that the most successful ERP recoveries happen when teams view AI as their co-pilot. The technology handles the heavy lifting—data processing, pattern recognition, automation—while humans focus on strategy, relationships, and complex decision-making that requires business context and intuition. 

Getting Started: A Practical Roadmap 

If you’re ready to leverage AI to recover your ERP project, here’s a practical approach we’ve refined through experience: 

Week 1-2: Assessment and Quick Wins 

• Identify your biggest pain point (usually data migration or testing bottlenecks) 
• Deploy AI tools for immediate impact in that specific area 
• Document baseline metrics to measure improvement 

Week 3-4: Expand and Build Confidence Start with a focused pilot in one problematic area. This allows you to demonstrate quick wins without overwhelming your already stressed team. Show your team how AI makes decisions—when they understand the logic, they’re more likely to trust and adopt the technology. We always recommend starting with AI recommendations that humans verify before moving to more automated approaches. 

Month 2 and Beyond: Scale What Works Measure everything that matters. Track not just traditional metrics like go-live dates and budget adherence, but also user satisfaction, data quality scores, and process efficiency improvements. AI can help here too, automatically generating dashboards that give you real-time visibility into project health. 

The key is to invest in the right partnerships. Not all AI solutions are created equal, and not all consulting partners understand how to blend AI with ERP effectively. Look for partners who bring pre-built AI models trained on similar implementations, not just generic tools. 

Real Results We’ve Seen 

The impact of AI on ERP recovery isn’t theoretical. Here’s what our clients have experienced: 

• A distribution company reduced their go-live delay from 8 months to 2 months by using AI for data migration 
• A healthcare organization achieved 85% user adoption in the first month (industry average is 40%) 
• A manufacturing firm cut their testing phase in half while actually improving quality 
• A retail chain saved $2.3 million in consulting fees by automating routine configuration tasks 

These aren’t outliers—they’re becoming the new normal for companies that embrace AI in their ERP recovery efforts. 

The Path Forward 

Your struggling ERP project doesn’t have to become another statistic. With AI as your ally, you can accelerate timelines, improve quality, and increase adoption rates simultaneously. The key is starting now, even in small ways. 

At Reach, we’ve built AI into our approach from day one because we’ve seen its transformative power firsthand. As a Microsoft partner, we leverage the full ecosystem of cloud ERP, CRM, and automation tools, with AI woven throughout. This isn’t about adding complexity; it’s about using intelligence to simplify and accelerate your path to success. 

The question isn’t whether AI can help recover your ERP project—it’s how quickly you can start leveraging its power. Every day you wait is another day of mounting costs, frustrated users, and missed opportunities. But every day you move forward with AI is a step closer to the successful implementation your organization deserves. 

Your ERP project can still succeed. With the right blend of AI technology, human expertise, and practical methodology, you can turn today’s challenges into tomorrow’s competitive advantages. The recovery starts with a single decision: choosing to work smarter, not just harder. 

Ready to explore how AI can transform your ERP project? Reach brings together Microsoft’s powerful cloud platform, proven implementation expertise, and AI-first thinking to help you succeed. Let’s discuss how we can help you move from struggling to thriving. 

Reason #1: Plug-and-Play Implementation 

The SMB Reality  

Most SMBs don’t have dedicated IT teams to manage complex integrations. They need solutions that work immediately without extensive customization or ongoing technical maintenance. 

How Shipment Depot Delivers  

Shipment Depot‘s plug-and-play architecture means SMBs can be up and running quickly. The solution integrates natively with D365’s standard forms, requiring minimal configuration and no custom development. This approach reduces implementation time from months to weeks and eliminates the need for specialized technical resources. 

Real-World Impact 

• Implementation typically completed in 2-4 weeks vs. 3-6 months for custom solutions 
• No need to hire additional IT staff or consultants for ongoing maintenance 
• Immediate productivity gains without lengthy training periods 

Reason #2: Multi-Carrier Flexibility Without Vendor Lock-In 

The SMB Challenge  

SMBs often face pressure to commit to single-carrier contracts to achieve volume discounts, but this limits their flexibility to optimize shipping costs and service levels. 

Shipment Depot’s Advantage  

With support for UPS, USPS, FedEx, DHL, Canada Post, Purolator, and many other carriers, SMBs can maintain negotiating power and choose the best option for each shipment. The real-time rate shopping feature makes it easy to compare options and make cost-effective decisions. 

Business Benefits 

• Average shipping cost reductions of 10-15% through optimized carrier selection 
• Ability to maintain backup carriers for peak seasons or service disruptions 
• Leverage of carrier competition to negotiate better rates 

Reason #3: Cost-Effective Scaling 

SMB Growth Dilemma  

As SMBs grow, their shipping volumes increase, but their processes often don’t scale efficiently. Manual processes that work for 50 orders per day become bottlenecks at 500 orders per day. 

Scalable Solution Architecture  

Shipment Depot grows with your business. The automated processes handle volume increases without proportional increases in labor costs. Features like batch processing, automated label generation, and integrated tracking support high-volume operations without additional complexity. 

Scaling Success Stories 

• Companies report handling 5x order volume increases with the same staffing levels 
• Automated processes maintain accuracy even during peak seasons 
• Reduced per-shipment processing costs through efficiency gains 

Reason #4: Simplified Returns Management 

The Returns Challenge  

Returns are a fact of business life, but many SMBs struggle with efficient returns processing. Manual returns management is time-consuming and often leads to customer dissatisfaction. 

Streamlined Returns Process  

Shipment Depot automates return label generation and tracking, making it easy for both customers and internal teams to manage reverse logistics. The integration with D365 ensures returns are properly tracked and accounted for in inventory and financial systems. 

Customer Experience Impact 

• Faster return processing improves customer satisfaction 
• Automated return tracking reduces customer service inquiries 
• Better returns data helps identify product quality issues earlier 

Reason #5: Future-Proof Technology Investment 

The Upgrade Challenge  

SMBs need to be cautious about technology investments. Custom integrations often break with system updates, requiring additional investment and causing operational disruptions. 

Native Integration Benefits  

Because Shipment Depot uses D365’s standard forms and APIs, it remains compatible with Microsoft updates. This native approach protects the SMB’s technology investment and ensures continued functionality as D365 evolves. 

Long-Term Value 

• No re-implementation required with D365 updates 
• Access to new D365 features without integration modifications 
• Reduced total cost of ownership over the solution lifecycle 

Beyond the Top 5: Additional SMB Benefits 

Enhanced Customer Experience  

Real-time tracking information and accurate delivery estimates improve customer satisfaction and reduce support inquiries. Professional shipping labels with carrier branding create a more polished customer experience. 

Improved Cash Flow Management  

Accurate shipping cost capture and integration with D365 financials provide better visibility into true order profitability. This helps SMBs make informed pricing decisions and manage cash flow more effectively. 

Regulatory Compliance  

Address validation and proper shipping documentation help ensure compliance with various shipping regulations, reducing the risk of fines or delivery issues. 

Partnership with Reach  

The partnership between Shipment Depot and Reach brings SMBs access to enterprise-level expertise and support. Reach’s experience with global distributors and logistics providers ensures best practices are built into the solution. 

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Making the Decision for Shipping Operations 

For SMBs evaluating shipping integration options, Shipment Depot offers a unique combination of enterprise capabilities with SMB-friendly implementation and pricing. The solution addresses the specific challenges SMBs face while providing a growth path that scales with business success. 

The key differentiators – plug-and-play implementation, multi-carrier flexibility, cost-effective scaling, simplified returns management, and future-proof architecture – make Shipment Depot an ideal choice for SMBs serious about optimizing their D365 shipping operations. 

As the e-commerce continues to evolve and customer expectations for fast, accurate shipping increase, having a robust, flexible shipping solution becomes even more critical for SMB success. Shipment Depot provides the foundation SMBs need to compete effectively while maintaining operational efficiency and profitability. 

Whether you’re processing 50 orders per day or 5,000, Shipment Depot’s SMB-focused approach ensures you have the tools and capabilities needed to deliver exceptional shipping experiences while controlling costs and complexity. 

The Challenge: Complex Shipping Workflows 

Like many companies in the logistics sector, they faced several shipping-related challenges: 

• Manual Processes: Their existing shipping workflow required extensive manual intervention, from rate shopping to label generation 
• Limited Carrier Options: They were locked into specific carriers, limiting their ability to optimize costs and delivery times 
• Disconnected Systems: Shipping operations existed in silos, making it difficult to track costs and performance holistically 
• Scalability Issues: As order volumes increased, their manual processes became bottlenecks that hindered growth 

The Solution: Streamlined Integration 

Shipment Depot’s implementation focused on creating a seamless, automated workflow that leveraged D365’s standard forms and processes. Here’s how the solution transformed their operations: 

Step 1: Order Creation and Mode Selection 

The process begins when a company creates a sales order and specifies the preferred shipping method (UPS or FedEx). The system is configured to work with both carriers, with UPS providing additional flexibility for testing and demo purposes through dummy tracking number generation. 

Step 2: Automated Warehouse Work Generation 

Following D365’s standard load planning process, the system automatically generates warehouse work with optimized pick-and-put pairs. Workers move products to designated pack locations, and the system prints license plate labels with carrier branding – creating a professional, branded experience from the start. 

Step 3: Mobile-Optimized Packing Process 

Our client’s warehouse staff use mobile devices with the specialized “Open SPS work” menu to complete warehouse work efficiently. This mobile-first approach ensures workers can process orders quickly without being tied to desktop workstations. 

Step 4: Intelligent Packing and Container Management 

At the packing station, workers scan license plates and create containers with specified dimensions. The system’s flexibility allows for both complete license plate packing and partial quantity packing, accommodating various order sizes and shipping requirements. 

Step 5: Real-Time Rate Shopping 

One of the most impactful features has been the real-time rate shopping capability. Workers can compare carrier rates instantly, ensuring cost-effective shipping decisions without delaying order processing. 

Step 6: Automated Label Generation and Tracking 

Once the optimal carrier service is selected, the system generates shipping labels automatically. Workers can adjust package weights if needed, ensuring accurate shipping costs. The system captures tracking numbers and charge information, making this data immediately available throughout the organization. 

Results and Benefits 

The implementation has delivered significant improvements across operations: 

Operational Efficiency 

• Reduced manual data entry  
• Decreased average order processing time  
• Eliminated carrier website switching and manual rate comparisons 

Cost Optimization 

• Real-time rate shopping has reduced shipping costs  
• Better carrier selection based on service requirements and cost considerations 
• Eliminated errors that previously resulted in shipping cost chargebacks 

Enhanced Visibility 

• Complete tracking information available in real-time 
• Shipping charges automatically integrated into sales orders 
• Comprehensive reporting capabilities for performance analysis 

Improved Scalability 

• System handles volume spikes without additional manual intervention 
• Standardized processes that new employees can learn quickly 
• Future-ready architecture that grows with business needs 

Key Implementation Insights 

Several factors contributed to the successful implementation 

Leveraging Standard D365 Forms  

By using D365’s native forms and processes, avoiding the complexity and maintenance overhead of custom integrations. This approach also ensures compatibility with future D365 updates. 

Comprehensive User Training  

Key users were specifically configured with appropriate access permissions and received focused training on the packing form and related processes. 

Flexible Container Management  

The ability to reopen and delete containers when needed provides operational flexibility while automatically reversing shipping charges, maintaining accurate financial reporting. 

Integration with Existing Workflows  

The solution seamlessly integrated with existing confirmation and packing slip processes, maintaining their established quality controls and documentation procedures. 

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Looking Forward 

Success with Shipment Depot demonstrates the power of choosing solutions that work with, rather than against, existing D365 processes. The partnership with Reach ensures ongoing support and access to best practices from other successful implementations. 

As our client continues to grow, their Shipment Depot implementation provides a solid foundation for scaling operations while maintaining the efficiency and accuracy their customers depend on. The solution’s flexibility means they can easily add new carriers, adjust shipping rules, and adapt to changing business requirements without major system overhauls. 

For logistics companies considering similar improvements to their D365 shipping operations, this experience illustrates the transformative potential of choosing the right integration partner and solution architecture.