Anonymized engagement summary: a Dynamics 365 CRM platform for a law firm's IT operations — onboarding, assets, configuration, cases, scheduling, change and vendors (2020)
Contracted — countersigned (EPC-reported; documents private)First-pass editionA national law firm (client not named) · 2020 · Project ID EPC-2020-ANON-LAW-D365ITSM
Last updated by Errin O'Connor, Founder & Chief AI Architect, EPC Group
Opening answer. In December 2020 a national law firm's Chief Information Officer countersigned phase 1 of a Dynamics 365 CRM implementation with EPC Group. The goal: a centralized database that becomes the single source of record for the firm's IT operations, removing duplicate data and re-entry. Phase 1 builds the foundational IT support processes:
- employee onboarding and exits
- IT asset management and configuration management
- user support cases
- resource availability and scheduling
- change management
- vendor and contract management
- solution documentation, user guides and administrator guides with training
Firm staff work alongside EPC Group on configuration so they can support and extend the system themselves. The target was rollout to all phase 1 users by mid-2021.
Disclosure. This is an EPC-reported anonymized engagement summary. The client is not named. The countersigned statement of work is retained privately and is not published in the Evidence Center, so this account is outside the Evidence Center's documented-engagement counts. Every engagement fact below is taken from that document.
Verification class
Contracted — countersigned (EPC-reported; documents private). The firm's Chief Information Officer signed the phase 1 statement of work in December 2020. No rollout record, acceptance or outcome measurement is cited or claimed.
Buyer problem and scope
| Item | What the statement of work states |
|---|---|
| Buyer | A national law firm (client not named); signed by its Chief Information Officer |
| Objective | A centralized Dynamics 365 CRM database for IT operations that improves efficiency, data availability and data hygiene, reduces technical debt and maintenance effort, and adds functionality |
| Phase 1 processes | Onboarding and exits; IT asset management; configuration management; user support cases; resource availability and scheduling; change management; vendor and contract management |
| Documentation and training | Solution and configuration documentation; user guides and training; administrator guides and training |
| Success criteria | All scope items and requirements delivered; final solution rolled out to all phase 1 users by mid-2021; within the agreed budget |
| Way of working | Firm IT staff take part in setup and configuration with EPC Group, so they can make configuration changes and support users afterwards; on-the-job knowledge transfer |
Unknowns, not stated in the document cited: user counts, data migrated, the actual rollout date and any measured result.
Approach and artifacts
One record instead of many. Onboarding, assets, configuration items, cases, scheduling, changes and vendors move into one Dynamics 365 database, so the same data is not kept and re-keyed in several places.
Build the firm's own capability. Firm staff configure alongside EPC Group throughout phase 1, with administrator guides and training, so the firm can run and change the system after go-live.
Success defined up front. The statement of work states the success criteria plainly: full scope delivered, rollout to all phase 1 users by mid-2021, and within budget.
Document (held privately):
| Document | Date |
|---|---|
| Statement of work, Dynamics 365 phase 1 (countersigned by the CIO) | December 2020 |
Results and limitations
| Claim | Basis | Status |
|---|---|---|
| The firm contracted EPC Group for phase 1 of a Dynamics 365 platform for IT operations | Countersigned statement of work, December 2020 | Contracted (EPC-reported; documents private) |
| Rollout achieved, success criteria met, or measured results | No document cited | Not claimed |
Provenance
- Source: the countersigned statement of work (December 2020), held privately. Engagement ID: EPC-2020-ANON-LAW-D365ITSM, an alias unrelated to the client's name.
- Anonymization: industry only, under EPC Group's anonymized-case rule; the firm's name, office locations, staff names and commercial terms are not published.
- Not claimed: client endorsement, completion, or any measured result.
- Author: Errin O'Connor, Founder & Chief AI Architect, EPC Group, who signed the statement of work for EPC Group.
Revision history
- 2026-10-25: anonymized engagement summary published from the engagement's countersigned statement of work.
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Author: Errin O'Connor, Founder & Chief AI Architect, EPC Group · Published: 2026-10-25.