Professional services giant EY has embarked on a significant transformation of its sales operations by rolling out Microsoft Dynamics 365 Sales to 25,000 employees across the USA, Canada, Singapore, and South Africa. The firm plans to extend this deployment to its entire workforce of 100,000 professionals in 700 offices across 150 countries by January 2025.
The implementation of Dynamics 365 Sales equips EY teams with advanced customer relationship management (CRM) tools and cutting-edge artificial intelligence capabilities. This upgrade from their legacy CRM system to a state-of-the-art digital sales platform aims to unify client relationship management, providing a cohesive view of account insights, financial data, and marketing activities through a single integrated system.
Charles Lamanna, Microsoft’s Corporate Vice President of Business Applications and Platforms, highlighted the strategic impact of this deployment. “EY’s adoption of Dynamics 365 Sales is a testament to how a comprehensive CRM strategy, enhanced with Microsoft Copilot, can boost customer engagement and streamline operations,” he remarked. “We are thrilled to see Dynamics 365 Sales serve as the cornerstone for EY’s global sales transformation, delivering substantial business value on a global scale.”
Dynamics 365 Sales also integrates seamlessly with tools like SAP and Adobe, offering EY’s client teams enhanced capabilities to manage sales relationships and streamline workflows. This integration ensures that employees have comprehensive access to essential resources, whether they are working from mobile devices, within Microsoft Teams, or through online platforms, making it a truly global solution.
The benefits of this new system were evident during an initial trial period, where EY observed a notable increase in the engagement of senior staff with CRM processes, alongside a fivefold reduction in the time required to log new opportunities.
Hanne Jesca Bax, EY’s Global Vice Chair for Markets – Elect, emphasized the transformative potential of this initiative. “Deploying Dynamics 365 Sales and Copilot for Sales to 100,000 EY employees showcases the advantages of modern digital architectures and the latest AI advancements in driving competitive edge,” she explained. “Our goal is to illustrate to clients how large, complex organizations in regulated sectors can leverage these tools to gain a clearer understanding of the client lifecycle, from opportunity management to sales, and address critical business challenges. This rollout enables EY teams to collaborate more efficiently, prioritize strategic relationships, and continue to deliver customized solutions when they are most needed.”
With this global rollout, EY is not just enhancing its internal processes but also setting a powerful example of how digital transformation can drive business success and operational excellence in the professional services industry.