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Technical and Product News and Insights from Rackspace

Tired of botched CRM implementations?

Have you ever invested in a solution only to find, no one is using it (or using it as it was intended)? This experience is a common struggle many businesses have encountered.


Leaders invest in applications with only the best intentions. They want to empower their users with a management solution (other than Excel®) that efficiently tracks opportunities and customer information. Leaders even engage subject matter experts and invest in training support to help improve end-user adoption. Yet despite these best efforts, implementations still fail.

How to succeed

Why is this, and what more can you do to protect a business' investment and empower users? We have found that sometimes taking a more simplistic approach is the answer. By using a crawl, walk, run approach, you win in three significant ways!

  1. Users start operating in the system quickly, which drives a rapid return on investment and enables sales representatives to start using the system without major disruption to their daily tasks.

  2. Because it is less disruptive, representatives are more likely to adopt the application. Starting with core functionality means a less complicated solution and increased user adoption. Take a moment to reflect on the effort required during an implementation—data preparation, training, testing, and production conversion. Phew! That’s a lot of effort before they even use the system! Users are basically taking on a second job, so make it as easy for them as possible!

  3. Lastly, because you’ll design future enhancements based on the team’s experience of a system they are already using, this can lead to more effectively planned process improvements and a better return on investment overall.

If you are looking for a sales and contact management solution, Rackspace Technology has developed a partnership to bring our customers Microsoft® Dynamics 365® OnTrack packaged offerings. We designed these packages with the preceding elements in mind and can have representatives using Dynamics 365 Sales in as little as four-weeks with post-production support.

Dynamics 365 Sales OnTrack Packages

There are three packages to choose from: Premium, Preferred, and Essentials. The Essentials plan is for customers who are comfortable implementing and learning the solution on their own but want access to training material and self-directed support. On the other hand, Premium and Preferred packages are for customers looking for more hands-on support as they implement and learn how to use Dynamics 365 Sales.

We base the packages on fixed-fee pricing, consisting of a one-time initial configuration fee plus a monthly fee based on the number of users and package selected. Dynamics 365 Sales OnTrack includes the following elements:

  • Configuration of one Dynamics 365 Sales business unit
  • Data-migration
  • Video training
  • Configuration of Outlook and SharePoint integrations
  • Coaching calls *For Preferred and Premium packages only
  • Post-Production Concierge Check-ins *For Preferred and Premium packages only
  • Concierge support
  • Break/fix support
  • OnTrack training access

Break/fix support is included in all plans, but the Premium and Preferred plans include support for How-do-I questions. This support provides users access to experienced Dynamics 365 Sales professionals for basic questions, without worrying about being charged for every question they ask.

OnTrack training provides users access to visual screen guides, role-based training guides, anytime role-based training videos, and What’s New webcasts. Furthermore, each package includes an OnTrack Sales Hub App, and the Preferred and Premium packages include a Core Productivity extension and Sales Productivity extension while current on the plan.

Not Yet Sold?

I can sum up the benefits in two words: simple and efficient.

Maybe you already have an idea of all the customizations your business needs, so this approach seems counter-intuitive. Your business is unique, yes. However, launching an overly-configured or overly-customized CRM solution means longer implementations and creates a system that is so complicated, no one knows how to operate it properly.

I compare this to going to the grocery store hungry. You start adding things to your cart that weren’t on your list. Then you get home and realize you don’t have enough room in your refrigerator (or belly) for all that food! You waste lots of money and literally throw food in the garbage.

Staying on the grocery shopping analogy, assume you are trying a new recipe for the first time. This time, you grocery shop after you had a snack, so you stick to your core grocery list. Your expense is much lower this time around! Then, as you make the meal, you decide sweet potatoes would go great as a side dish (or ice cream—your story, your choice). So, you simply add this to your list. Although your price slightly increases, the additional satisfaction you gain from this enhanced recipe justifies that increase.

Just as with a CRM implementation, you will better understand where your investment creates the most effective return after you have already tried it. Dynamics 365 Sales OnTrack is to help you invest effectively and efficiently.


Still think your business is too challenging? We’re not sure we agree. Try to convince us otherwise and reach out to our team of specialists. We would love to hear about your business processes as you start looking to invest in a CRM solution.

Learn more about our Microsoft Dynamics 365 offerings and services.

Use the Feedback tab to make any comments or ask questions. You can also click Sales Chat to chat now and start the conversation.

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Teresa Cortez

Teresa Cortez is a Product Manager working with Dynamics 365 from Microsoft. Formerly she implemented Dynamics 365 Business Central as a Senior Consultant and has been implementing Microsoft ERP solutions for the past five years. Her passion to learn continuously and to provide customers with enhanced business process solutions, which is what guided her to the technology services industry. Teresa holds a Business-Economics degree from the University of San Diego, and a Master of Business Administration degree from California State University, San Marcos. She also formerly served as the Vice President of Stella’s Kids Association, a non-profit organization. In her free time, Teresa enjoys camping (or better yet—glamping) at the beach or the sand dunes with her family.

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