Anonymized engagement summary: a Dynamics 365 CRM platform for a law firm's IT operations — onboarding, assets, configuration, cases, scheduling, change and vendors (2020)
Anonymized engagement summaryNational law firm · 2020
Opening answer. In 2020 EPC Group was engaged by a national law firm for phase 1 of a Dynamics 365 CRM implementation. 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.
This is an anonymized engagement summary published under EPC Group's anonymized-engagement rule: the client is not named, no commercial terms are published, and every statement is EPC-reported. Named, documented engagements are in the Evidence Center.
Problem and scope
| Item | Scope |
|---|---|
| Organization | A national law firm |
| 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 in 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 |
Not reported: 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 engagement states the success criteria plainly: full scope delivered, rollout to all phase 1 users in 2021, and within budget.
What EPC Group delivered and what is not claimed
| Claim | Basis | Status |
|---|---|---|
| The firm contracted EPC Group for phase 1 of a Dynamics 365 platform for IT operations | EPC engagement record | Contracted (EPC-reported) |
| Rollout achieved, success criteria met, or measured results | Not reported | Not claimed |
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Last updated by Errin O'Connor, Founder & Chief AI Architect, EPC Group
Author: Errin O'Connor, Founder & Chief AI Architect, EPC Group · Published October 25, 2026 · Project alias EPC-2020-ANON-LAW-D365ITSM · Published under the anonymized-engagement rule.