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Dynamics 365 Sales & Customer Insights optimization for a MedTech company

OPED Digital Health Solutions (DHS), the digital health division of OPED, aimed to improve data consistency across Dynamics 365 Sales, Dynamics 365 Customer Insights Journeys, the billing platform, website, and digital health application while maximizing the value of their existing Microsoft ecosystem. Itransition enhanced the existing CRM environment, modernized integrations with key business systems, and introduced data and process improvements to create a more connected, efficient, and scalable operating environment.

100%

ownership of source code

Reduction

in manual administrative effort

Faster

issue detection and resolution

Improved

data visibility, reporting, and decision-making

All technologies used

Dynamics 365 Dynamics 365 Sales

Dynamics 365 Customer Insights Journeys

.NET

Engagement model

Dedicated team

Digital Health Solutions is the digital health division of OPED, an international medical technology company specializing in orthopedic rehabilitation and mobility improvement solutions. DHS develops digital health technologies that support remote patient monitoring, rehabilitation outcomes tracking, and data-driven rehabilitation management. Leveraging OPED's global presence across Germany, Switzerland, the United Kingdom, the United States, and Australia, DHS serves healthcare providers, rehabilitation clinics, orthopedic specialists, and patients by delivering digital tools that enhance patient recovery, engagement, and long-term health outcomes.

Working with Itransition was a pleasure. Their team was always available to help, communicating directly and transparently while delivering fast implementations. We could rely on experienced experts for every topic.

Michael Jütten

Marketing Manager of OPED DHS

Industry

Healthcare & PharmaSoftware & Hi-tech

Geography

HQ in Germany, offices worldwide(Switzerland, the UK, the USA, Australia)

Employees

1300+ across the Group

Company type

Private

The challenge

DHS has been using Microsoft Dynamics 365 to manage client-related processes, including sales and marketing. The CRM was integrated with several business-critical systems, including a billing platform, the company's website, and digital health application that tracks subscription activity, and rehabilitation program usage.

Following the transition from a previous vendor, DHS faced difficulties maintaining and extending their CRM environment. Limited transparency into existing customizations and integrations, combined with a data structure that was not designed to support scalable and advanced analytics, affected system maintainability, reporting capabilities, and operational efficiency. As a result, generating actionable insights and establishing consistent reporting became increasingly challenging.

The solution

At a glance

Itransition supported and enhanced the customer’s existing Dynamics 365 environment through infrastructure, data, and business process improvements and key integration modernization.

Dynamics 365 platform optimization & business enablement

Itransition’s team has been providing ongoing support for the customer’s CRM solution, resolving technical and operational issues across the CRM ecosystem and identifying their root causes. Our team implemented a series of important infrastructure and platform governance improvements:

  • Eliminated former vendor dependencies
    We restored digital workflows and integrations that stopped functioning when the customer transitioned away from their former vendor and established customer ownership of the solution source code and development assets. DHS now retains full ownership of the solution, increasing control and flexibility for future enhancements.
  • Enhanced auditing and change tracking
    The team introduced dedicated service accounts for integrations and automated processes and enhanced Dynamics 365 auditing capabilities to improve accountability and traceability of record changes.
  • Implemented proactive monitoring and alerting
    We introduced additional automated monitoring and alerting mechanisms for system flows and integrations, enabling faster failure detection and resolution while minimizing business disruption.

We have also introduced several data, analytics, and business process enhancements:

  • Advanced analytics enablement
    Together with the customer’s team, Itransition designed a data model within Dynamics 365, incorporating historical and behavioral data from connected business systems and the digital health platform, including subscription lifecycle changes, user interaction metrics, and test activity trends.

    To prevent performance issues and reduce capacity costs as well as avoid unnecessary replication in Dataverse, we also advised on an optimized data architecture that balanced data storage between Azure and Dynamics 365. This enabled marketing users to access detailed, contact-level insights within the CRM, complementing aggregated Power BI reports and supporting more informed decision-making.

    These improvements enabled OPED's internal Power BI team to deliver deeper reporting and analytics and more personalized marketing campaigns.
  • Lead management automation
    We streamlined the management of leads generated through DHS’s academy programs by automating the import of participant data into Dynamics 365. The system now automatically creates and updates contacts, identifies academy graduates, and eliminates manual contact management activities.

Integration modernization & connected systems enablement

To improve system maintainability and reliability, Itransition's team introduced additional capabilities and more reliable synchronization of business data between Dynamics 365 and connected systems.

User training & consulting

Itransition delivered knowledge-sharing sessions with practical examples on utilizing the system’s new capabilities. We also assisted the marketing team in creating customer and prospect segments based on behavioral, engagement, and subscription data to support targeted campaigns and audience management. In addition, we provided ongoing consulting and user support, helping users address configuration, usability, and operational challenges with Customer Insights Journeys, and drive effective adoption of the platform.

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The outcome

Itransition’s team helped DHS to create a more connected, scalable, and data-driven CRM ecosystem, enabling more targeted marketing campaigns, reducing the manual effort involved in managing academy participant data, maintaining customer records and preparing reports, and increasing visibility across customer engagement and sales processes:

01

100% ownership of CRM customizations and integration source code, eliminating vendor dependencies and increasing flexibility for future enhancements

02

Reduction in manual administrative effort through lead management automation and appointment scheduling workflows

03

Faster issue detection and resolution through structured support, proactive monitoring, and alerting

04

Fewer synchronization errors through integration modernization and improved data consistency between Dynamics 365 and the connected systems

05

Improved data visibility, reporting and decision-making through a scalable analytics foundation

06

Greater scalability and easier maintenance of the CRM ecosystem through optimized data architecture and redesigned integrations