Dynamics Day in the Life - Puma Investments

   Words by CRM Consultancy

   on 21/07/2020 13:09:00


Puma Investments is a financial services group which offer a range of award-winning investments across private equity, property finance and quoted equities . They needed a marketing platform to support their demands, whilst getting the best out of Dynamics 365. After researching Dynamics 365 for Marketing (“D4M”) they came to us to guide them on their D4M journey. We helped set up their instance of D4M, trained their marketing team and have been supporting them ever since.

Ciaran Reynolds, part of the CRMCS Consultancy Team, provides a glimpse into what a day working with Puma Investments and D4M looks like…

1     Weekly Meetings

We have a weekly call on Microsoft Teams with Puma Investments’ marketing manager to run through everything on the marketing side of things to determine what the next steps are. These next steps are typically assisting the team to create something, explore new functionality or resolve an issue within D4M. These weekly Meetings are beneficial to CRMCS and Puma Investments because it allows us to set goals and monitor them week on week. It also ensures nothing is missed, which can often happen with email chains.

2     Logging Cases

After our call we will log everything as a case in our Dynamics. This helps us keep track of where the case is up to and allows us to manage documents, notes and keep the customer updated. This helps CRMCS as we’re able to track the case from start to finish using the BPF. Any CRMCS user can access these cases and know exactly where we’re up to. We have refined this over the years to work for all types of cases.


3     Investigation & Implementation

As these tend to be support cases, we don’t release anything into Live. We investigate the issue and find a solution. Take the case above as an example. The Customer Journey was not taking daylight savings into account, which caused problems as emails were being sent an hour before they should have been. After doing research online and looking through the Marketing Settings we found a default time zone for the customer journey.


Another example of assisting Puma Investments is helping to create a Marketing Form that allows contacts to manage their contact preferences and choose the type of marketing they receive. D4M offers a built in portal, which can be used to host the marketing page with minimum setup. You are also able to host the form yourself using script generated by D4M.


4     Sprints

Like with all our clients we log all our cases against Sprints. This allows us to keep track of the work that has been done in the agreed time frame. Below you can see general information about the Sprint and the number of open cases and closed cases. After the end of the Sprint period we send a summary to Puma Investments allowing them to see exactly what has been done and what is still outstanding. Keeping communication between Puma Investments and CRMCS open to ensure fluidity during each phase of this process.


Dynamics 365 for Marketing has allowed Puma Investments to take on their database head on. They no longer have to rely on third party integrations between Dynamics and another marketing platform. They can now target and report on their marketing contacts with minimal effort. We have been with them on their Dynamics for Marketing journey from day one and we can see how much they have learnt. The support requests are becoming fewer and they are getting more and more out of Dynamics 365 for Marketing.

Jono Taylor, Marketing Manager at Puma Investments, commented:

“CRMCS have been instrumental in helping us get up and running with Dynamics for Marketing. Their training and subsequent development support has allowed the business to fully utilise our CRM’s marketing potential, allowing us to create customised communication experiences for our customers.”

To see more of our work, click here to read Dynamics Day in the Life – Moneypenny Release Management or how we helped North Edge Capital move to the Unified Interface in Dynamics or Contact Us here.



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