https://www.xperience-group.com/case-study/a-new-crm-solution-leads-to-collaborative-success-for-roadnight-taylor/
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Organisations are struggling to connect their larger projects to the electrical grid. Failures, delays, costs and outages can threaten their missions.
Roadnight Taylor is an independent grid consultancy, whose team of specialist engineers helps their clients identify, understand, and potentially overcome their connections challenges.
As an innovative and agile business in a fast-paced industry, Roadnight Taylor needed a CRM solution that could streamline their operations and help them continue to deliver outstanding value and impact to their clients.
Although Roadnight Taylor had been using Microsoft Dynamics 365, the system hadn’t been tailored to their specific needs, leaving it underutilised. Without customised workflows or effective reporting tools, it functioned more as a static database rather than an integrated business management solution. This lack of optimisation made it difficult to track client interactions, automate key processes, or generate meaningful insights. As a result, the team spent unnecessary time on manual administrative tasks, and the business lacked clear visibility into client trends and overall performance.
Their Client Success Manager, Laura, needed structured data insights to present to the board, demonstrating shifts in client types and project trends. However, without a customised system, gathering and visualising this data was difficult. The company needed a more hands-on approach to fully unlock the potential of Dynamics 365 and integrate it into their daily workflows.
Recognising these challenges, Roadnight Taylor partnered with Xperience in 2022, to transform Dynamics 365 into a tool that worked for their business. From the outset, the project was built on close collaboration. Roadnight Taylor was actively involved in shaping the system, ensuring it met their needs rather than being a one-size-fits-all solution.
On-site support played a key role in the project’s success. Xperience’s team worked side by side with Roadnight Taylor, making refinements in real time. Rather than waiting for lengthy development cycles, changes – such as adjusting dashboards or restructuring data views – were implemented instantly. This hands-on approach ensured the system was intuitive, accessible, and aligned with how the team worked.
Pauline Lindeque, Business Applications Consultant at Xperience, highlighted the value of this collaboration: “Our approach was very hands-on. They’d sit next to me, share their input, and I’d make changes in real time. That level of immediacy and collaboration is something you can’t always achieve with larger clients.”
Xperience tailored Dynamics 365 to support Roadnight Taylor’s operations by customising workflows, improving usability, and enhancing reporting capabilities. The system was adapted to better track client relationships, automate routine administrative tasks, and provide clearer insights into business performance.
Having an expert available in person allowed for instant refinements, making the CRM feel more user-friendly and practical. Instead of navigating complex configurations themselves, the team could describe what they needed, and adjustments were made on the spot. This made it easier to extract meaningful insights, freeing up time for strategic activities rather than manual admin work.
The transformation of Dynamics 365 was immediately noticeable. The system became an integral part of daily operations, moving beyond a simple database to a powerful business management tool. Staff engagement with the CRM increased significantly, as they were actively involved in shaping how it functioned. Reporting capabilities improved, allowing the Client Success Manager to present clear, data-driven insights to the board.
The ability to collaborate in person was a key factor in the project’s success. Having an expert available on-site ensured that refinements could be made in real time, making the system more intuitive and responsive to the team’s needs. This hands-on approach reinforced the value of direct engagement, particularly for a small business where agility and efficiency are essential.
A Unique Partnership
Beyond the technical improvements, the success of the project was also down to the strong working relationship between the two teams. Roadnight Taylor’s enthusiasm, combined with their welcoming office culture – even the office dogs played a part! – created an environment where collaboration thrived. The project highlighted the benefits of in-person support in an increasingly remote-working world, proving that sometimes, sitting side by side and working through challenges together makes all the difference.
With their CRM solution now fully integrated into their daily workflows, Roadnight Taylor is well-positioned for continued growth. They plan to refine their reporting capabilities further, ensuring they can track business performance with even greater precision. Ongoing collaboration with Xperience will ensure they continue to adapt and evolve their use of Dynamics 365 as their business expands.
By working closely with Roadnight Taylor, Xperience delivered a CRM solution that streamlined operations, improved efficiency, and provided long-term value – allowing the company to focus on what they do best.
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