Case Study

UST helped a beverage company save failing D365 implementation and support project, resolved 70% of backlogged tickets

This beverage company replaced its Microsoft Dynamics 365 implementation and support vendor with an application managed services engagement from UST. A four-pronged change management strategy rescued the project, got the implementation timeline back on track, regained executive and user trust in the solution, and improved issue resolution efficiency by 20%.


Founded nearly a century ago, this Japan-based beverage company strives to bring people together through shared moments of joy. The company employs nearly 1,000 people and generates more than ¥1 billion annually.


Saving a botched Microsoft Dynamics 365 deployment

The company hired a partner to lead its Microsoft Dynamics 365 (D365) implementation and provide post-implementation support. However, the bungled project caused company leaders to lose confidence in the implementation vendor and search for an application managed services (AMS) partner to help resolve these issues:


Fixing communication gaps in D365 implementation to regain trust and drive user adoption

After replacing the incumbent deployment vendor, UST’s AMS team designed a four-pronged strategy to deliver a successful D365 implementation, drive rapid user adoption, and achieve maximum solution benefits. The strategy consisted of:


Managing change drove user adoption, resolved 70% of backlogged tickets

By creating a change management strategy customized to the company’s application deployment and organizational needs, company leaders regained trust in the D365 implementation and employees adopted the solution en masse. Standardized, high-quality application support services helped resolve 70% of backlogged tickets in the first two months of AMS delivery and increased issue resolution efficiency by 20%.