Legacy application upgrades: xRM lessons learned from the field

Microsoft Dynamics CRM's flexible xRM capabilities make it a popular option for replacing legacy applications that were either heavily customized or built from scratch long ago. In most cases, a team will consider CRM as a replacement option if the processes are client-related, but interestingly the old applications mostly have ERP-like characteristics with a strong focus on logistics and finance.

Processes automated by a legacy application are usually not generic enough to be supported by configuring standard ERP capabilities. Often, these solution owners believe that only a heavily customized application can support their needs, but this is where Dynamics CRM and its xRM platform can come to the rescue.  Having done multiple xRM implementations, there are important lessons to be learned about how introduce Dynamics CRM to legacy application owners in a way that helps them see a path forward to reduced customization by applying smart planning and management principles.

Use the strengths of CRM

As obvious as it might seem, be sure to use the strengths of Dynamics CRM when designing a new xRM solution.  For instance, use capabilities like:

• Modeling of business entities
• Workflow
• Email/Mail merge
• Integration with Microsoft stack

The modeling capabilities should be one of the most obvious starting points. Dynamics CRM allows you to define the data model, including the business entities and a relations between them. This approach makes it very easy for owners of a legacy application to transfer an existing data model  to Dynamics CRM. Usually most of the data model logic of an existing application can be reused, though it is important to check the approach against some basic modeling principals of Dynamics CRM, especially related to Accounts, Contact ...