Understand user needs
Gather feedback through surveys and team chats to understand participants' experiences, questions and areas where they needed additional guidance.
02 / CRM Migration & User Onboarding
Helping users navigate change.
Supporting the transition from Oracle Sales Cloud to Microsoft Dynamics 365 through structured online training, user feedback and practical follow-up support.
01 / Context
The challenge
Moving to a new CRM meant adapting to a different environment, navigation and ways of working. Users needed practical guidance on everyday tasks and the differences between the old and new systems.
Support the transition
Deliver topic-based training sessions, explain key CRM workflows and provide follow-up when a question required further verification.
02 / At a glance
The work in numbers.
A structured training programme supported by direct communication with users.
12
Online training sessions delivered in September 2026
4
Main training topics organised around user workflows
24
Polish responses included in the post-go-live survey analysis
03 / My contribution
From feedback to user support.
User feedback
Collected feedback through surveys and team chats to understand user experiences, questions and training-related needs.
Training planning & delivery
Delivered 12 Microsoft Teams sessions across multiple dates and time slots, making it easier for users to attend.
Practical CRM onboarding
Explained navigation, customer records, activities, leads, opportunities, sales stages and management reporting.
Individual follow-up
When a question required further verification, researched the topic and returned to the user individually the next day.
04 / Training programme
Focused on everyday CRM tasks.
The sessions were divided into four practical areas, covering core navigation as well as specific sales workflows.
CRM fundamentals
Login, screens, navigation, search, customer records, activities and key differences between Oracle Sales Cloud and Dynamics 365.
Opportunities
Finding and creating opportunities, understanding sales stages and navigating the sales pipeline.
Leads
Understanding the automated lead process, searching for existing leads and creating new records.
Management reporting
Finding management reports, an introduction to CPR and a dedicated question-and-answer session.
05 / Participant feedback
Feedback from the people who attended.
Selected comments shared by participants in Microsoft Teams after the training sessions.
The training was first-class.
Participant feedback · Microsoft Teams
Respect for getting back to me with an answer.
Participant feedback · Individual follow-up
Comments translated from Polish and presented anonymously. Wording has been lightly edited for clarity.
06 / Post-go-live survey
What respondents reported.
Knew what was expected of them when working in Dynamics
100%
Were clear about which data had been migrated
100%
Did not identify a need to improve the training setup
83%
Reported no problems working in Dynamics
79%
Reported positive support feedback or had not needed support
100%
Said they liked Dynamics
92%
How to interpret these results
The survey captured respondents' overall experience with Dynamics approximately one month after go-live. It was not a direct evaluation of the training sessions, and the results should not be interpreted as proof that the training alone caused these outcomes. Positive support feedback includes respondents who rated the support positively and those who had not needed support. Percentages are rounded to the nearest whole number.
The survey captured respondents' overall experience with Dynamics approximately one month after go-live. It was not a direct evaluation of the training sessions, and the results should not be interpreted as proof that the training alone caused these outcomes. Positive support feedback includes respondents who rated the support positively and those who had not needed support. Percentages are rounded to the nearest whole number.
07 / Key takeaway
Supporting the human side of system change.
This work combined user feedback, structured knowledge sharing and individual follow-up. The focus was on helping people understand the new CRM and giving them a clear route to ask questions when they needed further support.
Business Analysis
User Feedback
User Adoption
Training & Onboarding
Stakeholder Communication
Microsoft Dynamics 365