SUCCESS STORIES
MRI Software
Empowering InHouse Teams to be efficient & confident
OVERVIEW
Development, training & future proofing
The Facilities Management (FM) software arm of Real Estate Technology leaders MRI Software, had been using a bespoke Microsoft Dynamics 365 / Power Platform solution for some time.
To enhance the use of the system and achieve greater efficiencies the time was right to replace their Microsoft Partner, for maintaining and evolving its system.
Digital Wisdom has allowed the Facilities Management business to achieve self-sufficiency as well as to introduce powerful new functionality to the user base. Having a permanent and dedicated inhouse CRM administrator has also been hugely beneficial.
The use of our innovative Framework, provides a range of tailored services that enables companies to successfully take over and manage their Microsoft solution inhouse. On this occasion, it also acted as the basis for an industry-first programme for sourcing, training and mentoring individual talent up to required seniority levels.
We co-invested in training an inhouse junior consultant through this programme. The role is now integral to this ongoing project, providing a more flexible and cost effective benefit which would not have been achieved with a contractor or Microsoft Partner.
“Digital Wisdom offers a great team of people to work with, one we trust to
deliver solutions that make us more self-sufficient and more cost effective.”
Kevin Shipp, Senior Director of Operations, MRI Software
ABOUT MRI
Leading provider of real estate solutions
MRI Software is a leading provider of real estate solutions and industry data that transform the way communities live, work and play. MRI’s open, intelligent platform empowers owners, operators, agents and occupiers in commercial and residential property organisations to stay ahead in rapidly changing markets.
A trailblazer in the PropTech industry, MRI serves more than six million users worldwide. Through innovative solutions and a rich partner ecosystem, MRI gives real estate companies the freedom to realise their vision of building thriving communities and stronger businesses.
THE CHALLENGE
Scaling with confidence
what is Kevin's job title? prof services or operations
The Dynamics 365 / Power Platform had been successfully adopted, however, there were other factors in wanting to switch to Digital Wisdom; to reduce its reliance on its Gold Partner in the long term, to secure the Partner's code and IP, to introduce global reporting, and to implement stronger governance processes.
To address these multiple challenges, the company investigated a suitable replacement.
The FM company wanted to become more self-sufficient, to maintain its Microsoft solution to the highest Standard, and to continue deliver on its list of priorities for the solution.
Richard White initially began the project while the search for a permanent
administrator could begin.
As Kevin Shipp, Professional Services Director, explains:
“Richard joined us to help with our Dynamics system, and it came on leaps
and bounds with his knowledge and expertise. When Richard learned that we
required a dedicated full time CRM administrator, he recommended we work
together to accelerate the process. Because of his excellent work on our
Microsoft solution, it made sense to partner up.”
“ Many of our staff are surprised when they hear the InHouse Consultant is in fact an employee of Digital Wisdom. They automatically think he is a permanent staff member because of the great fit. It has also been invaluable having access to a team that offers solutions but is also very honest about the risks involved with any ambitious plans we have for our highly bespoke solution”
Kevin Shipp, Senior Director of Operations, MRI Software
OUR APPROACH
Recruitment to capability
We proposed that rather than relying on external contractors indefinitely, recruiting a junior consultant through us and with our training, mentoring, coaching and hands-on experience we could develop them into a capable CRM professional.
This would allow the FM business to build its own internal capability over time, introduce new functionality with confidence, and maintain the quality and integrity of its Microsoft solution, while we provided ongoing oversight and guidance.
With everyone aligned, we began searching for the right candidate. Our focus wasn't simply on technical ability, we looked for people who demonstrated the three qualities that underpin every successful consultant and reflect Digital Wisdom's founding principles of People, Process and Technology.
People
We looked for someone with experience working with both clients and internal teams, demonstrating strong communication and relationship-building skills.
Process
We wanted someone who had participated in delivering business solutions, giving them a solid understanding of how technology supports real business outcomes..
Technology
We looked for a candidate with 1-2 years of Dynamics 365 and Power Platform experience, providing a strong technical foundation that we could build upon.
Once appointed, we invested heavily in their development through structured mentoring, practical experience and ongoing coaching across every aspect of the role.
Including:
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Business analysis.
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Change management.
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Project management.
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Dynamics 365 and Power Platform technical development
FRAMEWORK FOR SUCCESS
Development & governance
Supporting the entire programme was our Digital Wisdom Framework. A proven approach that combines governance, best practice and structured development to help organisations build, optimise and manage digital platforms from within.
The framework became the foundation of the consultant's development, providing the structure, guidance and practical experience needed to start contributing from day one while continuing to grow their knowledge and confidence.
We carried out a rigorous recruitment process, interviewing and assessing several candidates against both technical capability and long-term potential. One candidate, an experienced Information Officer with CRM exposure, stood out. We saw not only the right aptitude to develop into an excellent consultant, but also someone who would be a strong cultural fit for the FM organisation.
We recommended him as our preferred candidate, and following interviews, the FM business agreed. He joined the team and immediately began working alongside us to support and enhance the Dynamics 365 and Power Platform solution.
Alongside hands-on project experience, we delivered a structured learning programme through the Digital Wisdom Learning Academy.
Year 1 - Approx 50 hours of mentoring and training each month, covering both technical and consulting skills.
Year 2 - As confidence and capability grew, this reduced to to 25 hours per month.
Year 3 onwards - 6–8 hours of targeted mentoring each month to support ongoing development and continuous improvement.
THE OUTCOME
Embedded & engaged
In 3 years our Consultant has delivered a number of projects, including:
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Rolling out a support helpdesk.
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Upgrading to Dynamics 365 online.
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Territory on-boarding.
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Implementing a security structure review.
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Currently re-engineering the sales process.
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Integrating the acquired business into the MRI processes and technologies.
Digital Wisdom has also introducing a global reporting system that feeds in financial data from the company’s entities worldwide, having previously only been able to use data from the UK, Canada and Hong Kong.
We applied a key element of our Framework to strengthen the organisation's governance. Together, we evolved the existing governance model into a structured, multi-tier framework that brings together all key stakeholders, improving visibility, decision-making and long-term ownership.
We also secured and fully documented the custom code developed by the previous implementation partner. As a result, the organisation now owns the intellectual property and has everything needed to maintain, enhance and evolve the solution internally, significantly reducing reliance on external suppliers and giving them greater control over their digital platform.
“ My favourite part has been watching the adoption of the processes I helped install and seeing that ownership from users as we talk about the day-to-day governance of their Microsoft Dynamics 365 & Power Platform environment. The objective from here is to continue building on our collective success”
Digital Wisdom Consultant
CONCLUSION
Collaboration & understanding
MRI's FM business has benefitted from our ability to source additional specialists as and when required. From developers to data analysts, we can provide the right talent quickly and cohesively.
Because of our strong partnership, the collaboration continues to move forward. This ensures that, no matter how Microsoft’s Dynamics 365/Power Platform solution develops in the future, MRI will continue to be self-sufficient while benefiting from an optimised, cost-effective system. And a system that is led by a CRM consultant sourced and trained through Digital Wisdom’s innovative programme.
“ Our unique programme has increased the company’s self-sufficiency
alongside cutting costs to such an extent that they have replaced their
previous Microsoft Partner with Digital Wisdom.”
Richard White, Founder & CEO, Digital Wisdom