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case studies · crm, itsm and automation

CRM, ITSM and automation, move by move.

Salesforce orgs that grew sideways, ServiceNow instances two upgrades behind, automation bots that broke when a screen changed. The work here is cleaning up and moving forward without stopping the service desk.

5 case studies2 migrations2 upgrades1 consolidation9 platforms
See all 5 Plan a similar move
case-studies / crm-itsm5 moves
  1. Dynamics CRM on-premises to Dynamics 365 onlinemigration · delivered
  2. Merging multiple Salesforce orgsconsolidation · delivered
  3. Salesforce Workflow Rules and Process Builder to Flowupgrade · delivered
  4. ServiceNow family upgrades, CMDB health and CSDMupgrade · delivered
  5. Siebel or homegrown CRM to Salesforce or Dynamics 365migration · delivered
featured case study

Dynamics CRM on-premises to Dynamics 365 online

Told without the client's name or anything that could identify them.

what happened

A membership organization's CRM team ran Dynamics CRM 2016 on its own servers, with SSRS reports only one DBA could change and AD FS kept mostly for claims-based sign-in. The CRM servers and their SQL Server instance were the last on-premises Dynamics workload anyone patched, and sales wanted Copilot features the on-premises org couldn't get. We audited customizations first, upgraded the org to 9.1 and removed unsupported SQL-level changes, then mapped every user to Entra ID. After a timed OP2OL rehearsal into a sandbox, production moved to Dynamics 365 online, integrations were re-pointed to the Dataverse Web API and the old servers were shut down after a read-only period.

what the client got
  • Users sign in with Entra IDEach on-premises user now has an Entra ID account. AD FS claims-based sign-in is gone, and security roles and business units were settled before the first test migration ran.
  • Reports run on FetchXML or Power BISQL-based SSRS reports were converted to FetchXML or rebuilt in Power BI, so changing a report no longer needs a DBA with database access.
  • Integrations authenticate with OAuth app registrationsWe moved every integration off Windows credentials. They call the Dataverse Web API through app registrations and OAuth now.
Read the full case study
after / dynamics-crm-on-premises-to-dynamics-365-online delivered
beforeDynamics CRM / Customer Engagement 9.x (on-premises) afterDynamics 365 online on Dataverse
01 · USERS AND IDENTITY 02 · DYNAMICS 365 ONLINE 03 · INTEGRATIONS AND REPORTING Sales and service users: browser · Outlook Sales and serviceusers browser · Outlook Entra ID: SSO · MFA Entra ID SSO · MFA Dynamics 365 online: Dataverse Dynamics 365 online Dataverse Plugins in sandbox isolation: supported customizations Plugins in sandboxisolation supportedcustomizations Integrations: Dataverse Web API · OAuth Integrations Dataverse Web API ·OAuth FetchXML and Power BI: reports without SQL access FetchXML and PowerBI reports without SQLaccess Exchange Online: server-side sync Exchange Online server-side sync
every case study

All 5 in crm, itsm and automation

Read any of them and you get the story, the before-and-after architecture, the plan phase by phase and the results.

migration CRM, ITSM and automation

Dynamics CRM on-premises to Dynamics 365 online

We move Dynamics CRM or Customer Engagement 9.x off your servers and onto Dynamics 365 online, rebuilding customizations, reports, integrations and sign-in.

read the case study
consolidation CRM, ITSM and automation

Merging multiple Salesforce orgs

Consolidating the Salesforce orgs that acquisitions and regional builds left behind, with data models, users, automation and integrations merged into one.

read the case study
upgrade CRM, ITSM and automation

Salesforce Workflow Rules and Process Builder to Flow

Moving Workflow Rules and Process Builder to Flow after end of support, consolidated per object and tested before the old rules are turned off.

read the case study
upgrade CRM, ITSM and automation

ServiceNow family upgrades, CMDB health and CSDM

Upgrading ServiceNow to the Brazil family and fixing CMDB health against CSDM 5 at the same time, so upgrades get easier and AI features read good data.

read the case study
migration CRM, ITSM and automation

Siebel or homegrown CRM to Salesforce or Dynamics 365

We replace Siebel or homegrown CRMs with Salesforce or Dynamics 365 and move business logic, data and integrations deliberately.

read the case study

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what goes wrong

Risks that keep coming up

One risk from each of these moves, and the case study that shows how we handled it when it hit.

  1. Unsupported customizations block the database move ↗

    Microsoft's program puts fixing unsupported customizations and SQL-level changes on the customer or partner. Finding them late stalls the migration in Lifecycle Services.

  2. New record IDs break links ↗

    Migrated records come out with new Salesforce IDs. Integrations, reports, email links and external systems holding old IDs break unless they get a lookup or an update.

  3. Order of execution changes ↗

    Workflow field updates can re-fire triggers in ways flows don't. Moving logic can change results or cause recursion if save order isn't tested.

  4. Skipped records pile up ↗

    Unreviewed skipped records mean features silently stay on old versions. They grow with each upgrade until one upgrade breaks something visible.

  5. Rules buried in code ↗

    Pricing, territory and entitlement logic often lives in eScript or stored procedures. Rules nobody documented come back as defects after go-live.

what's involved

Platforms and services across these moves

Ordered by how often they appear in this area's case studies.

crm, itsm and automation platforms
CRM, ITSM and automation Microsoft Entra IDOktaSalesforceMuleSoftMicrosoft Dynamics 365Microsoft Power PlatformSnowflakeServiceNow
services

Services we used

01Do you also move the reports to Power BI?

For the analysis reports, yes. The operational ones people print straight off a record tend to stay in Dynamics 365 as FetchXML SSRS reports.

02Is the Migrate to Flow tool enough?

It's fine for the simple stuff. Because it converts one rule or process at a time, a complex org ends up with a pile of little flows to consolidate and test.

03Should we upgrade first or fix the CMDB first?

Usually the upgrade first, with skipped records cleaned up, because it reduces the version gap. CMDB work then runs on the current family. If the CMDB is so bad that change management is unsafe, we start both together.

04Salesforce or Dynamics 365?

It depends on your processes, what you already license, and who will run it. Strong Microsoft 365 and Azure use often favors Dynamics 365. Large sales teams with many integrations and an existing Salesforce footprint often favor Salesforce. We work on both and compare them honestly against your use cases.

other areas

More case studies by area

The same approach, applied to other parts of the estate.

you are hereCRM, ITSM and automation case studies
sources 8 sources linked last checked 2026-10-20 content fingerprint 08850e6f
  1. 01Microsoft Lifecycle: Customer Engagement apps 9.x (on-premises)learn.microsoft.com ↗
  2. 02Microsoft Learn: Dynamics CRM on-premises to online migration (OP2OL) overviewlearn.microsoft.com ↗
  3. 03Microsoft Learn: Copilot in Dynamics 365 Sales overviewlearn.microsoft.com ↗
  4. 04Salesforce Help: Workflow Rules and Process Builder end of supporthelp.salesforce.com ↗
  5. 05Salesforce: Winter '27 product release announcementsalesforce.com ↗
  6. 06Salesforce Ben: Agentforce auto-enabled in Winter '27salesforceben.com ↗
  7. 07Salesforce Help: Planning your switch to Flow Builderhelp.salesforce.com ↗
  8. 08ServiceNow docs: Brazil release notesservicenow.com ↗
Reviewed by the Cohash team Product names are trademarks of their owners. how we handle facts and data →
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useful to bring
  • The platform and the version you're on
  • Where you need to get to, and by when
  • What's custom: rules, plugins, integrations
  • Any audit finding or deadline driving it