Customer engagement, modernized with Dynamics 365.
How a leading family support organization modernized customer engagement with Microsoft Dynamics 365, moving from an on-premises CRM to a connected cloud platform for sales, service, and marketing.
The client
About the client
One of the leading providers of employer-sponsored childcare, early education, backup care, family support, and education advisory services, the organization supports working families through partnerships with thousands of employers across the United States and internationally.
Founded in 1986, the organization has grown to serve millions of families and employs more than 10,000 people. As its operations and customer base expanded, it needed a more connected technology environment to manage customer relationships, improve visibility across departments, and deliver more personalized experiences.
The challenge
The Challenge
How Alphavima Can Help
From on-premises CRM to a connected cloud platform
As one of the established organizations in the childcare and family support industry, the company faced the challenge of managing customer engagement across an expanding range of services. Its legacy, on-premises Microsoft Dynamics CRM environment made it difficult to unify customer data across sales, service, and marketing teams.
To address these challenges, the organization transitioned to Microsoft Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Customer Insights, and Microsoft Power Platform.
Alphavima helps organizations in childcare, education, and customer-focused industries undertake similar transformations. By modernizing legacy CRM systems, connecting customer data, and streamlining workflows, we help businesses build a stronger foundation for operational visibility, personalized engagement, and future innovation.
What changed
- Sales, service and marketing working across separate systems
- On-premises CRM that limited new capabilities
- Limited access to dashboards and customer insights
- Complex integrations requiring extra technical effort
- Unified cloud-based environment for sales and service
- Improved access to customer information
- More advanced customer segmentation and reporting
- Better routing and prioritization for enrolment managers
Results and Business Impact
| Metric | Reported result |
|---|---|
| Year founded | 1986 |
| Organization size | 10,000+ employees |
| Customer reach | Millions of families |
| Unified customer data | Millions of customer profiles managed |
| Internal users supported | Approximately 250 sales and service users |
| Cloud migration go-live | May 2025 |
| Core platform | Microsoft Dynamics 365 and Power Platform |
The transformation established a unified cloud-based environment for sales and service, improved access to customer information, and enabled more advanced customer segmentation and reporting.
The organization also improved routing and prioritization for enrolment managers, while its new platform created opportunities to expand automation, self-service, and AI capabilities.
For other organizations facing similar challenges, Alphavima can help identify opportunities to modernize CRM systems, improve customer data visibility, and build connected business processes using Microsoft technologies.
Why Alphavima?
Alphavima helps organizations make better use of Microsoft Dynamics 365 and Power Platform to address business challenges and support digital transformation.
From CRM modernization and data integration to workflow automation and reporting, Alphavima helps organizations identify solutions that fit their existing systems, operational requirements, and future goals.
For businesses in childcare, education, family services, and other customer-centric industries, we help you build a connected technology foundation that improves operational efficiency and delivers more personalized customer experiences.
Ready to Modernize Your CRM?
Talk to Alphavima about your CRM modernization goals..
Phone: +1 (289)-805-2631 | Email: sales@alphavima.com
FAQs
How can Microsoft Dynamics 365 improve customer engagement?
Microsoft Dynamics 365 helps organizations connect customer information across sales, customer service, and marketing. With a unified view of customer interactions, businesses can improve reporting, understand customer needs, and deliver more personalized experiences.
How does Dynamics 365 Customer Insights help unify customer data?
Microsoft Dynamics 365 Customer Insights – Data can consolidate information from multiple sources to create unified customer profiles. These profiles support customer segmentation, analytics, and more personalized engagement across business functions.
How can Power Platform improve CRM workflows and reporting?
Microsoft Power Platform helps organizations extend CRM capabilities and streamline processes. Power Apps can support tailored business applications, Power Automate can automate repetitive workflows, and Power BI can provide dashboards and reports for better operational visibility.
Can this support AI capabilities later?
Yes. A connected CRM and data environment provides a foundation for exploring Microsoft Copilot and Copilot Studio, based on business requirements and data readiness.