Operational excellence for a global beverage brand with Dynamics 365 AMS

How Genpact and Microsoft improved supply chain and finance

Operational excellence

Who we worked with

A leading European-based company that produces smoothies and juices.

What the company needed

A stable and reliable Dynamics 365 ERP foundation to support critical manufacturing, supply chain, and finance operations
A mature application management model to seamlessly handle updates, releases, and ongoing innovation
Quicker issue resolution and reliable delivery to improve business continuity and user confidence
Standardized, well-governed processes to boost compliance, control, and operational consistency
End-to-end oversight of enhancements, integrations, and environments to enable low-risk change and steady performance

How we helped

Established a strong governance and application management services (AMS) model with Dynamics 365 Lifecycle Services (LCS) to handle releases, upgrades, and deployments with ease and minimal risk
Optimized manufacturing, supply chain, and finance processes to boost planning accuracy, production efficiency, and inventory visibility
Delivered end-to-end management of independent software vendor (ISV) and integrations for smooth operations and uninterrupted data flows
Reduced incidents and backlogs with proactive monitoring, structured support, and predictable delivery
Supported compliance and cost efficiency by strengthening risk controls, VAT processes, and Dynamics 365 license optimization

What the company got

Streamlined global operations supported by 24/7 Dynamics 365 application support
Faster issue resolution with a 75% improvement in incident turnaround and 95% on-time closure
Scalable, standardized supply chain, finance, and tax processes across regions
Proactive platform management that supports system stability, compliance, and risk mitigation
Stronger governance with integrated VAT compliance processes and enhanced risk and control frameworks

Challenge

Managing growth and complexity

Employees in the supply chain and finance teams at a leading juice and smoothie company were facing operational challenges. As the business expanded across regions, inconsistent processes, limited support across time zones, and varied tax and compliance requirements created bottlenecks. Incident backlogs grew and response times slowed, impacting employee productivity.

Also, the company's Microsoft Dynamics 365 platform was managed reactively. Without a structured governance for updates, releases, VAT compliance, and risk and control management, the system caused more headaches than solutions, leading to disruptions, audit issues, and operational inefficiencies. The company needed a partner who could take charge, keep things running smoothly, and turn its system into a growth enabler.

Solution

Proactive AMS governance and 24/7 support

Genpact conducted a thorough assessment and implemented a comprehensive Dynamics 365 AMS model to address these challenges. Key components included:

Platform upgrade and release management: Established a formalized process for quarterly Microsoft platform upgrades, including feature impact analysis, deployment planning through LCS, and risk mitigation to help keep the system secure, compliant, and stable
Enhanced supply chain, finance, and VAT capabilities: Optimized material requirements planning (MRP) and production planning processes, implemented VAT processes to support multiregion tax compliance, and shared best practices across teams to standardize operations globally
Risk and control management: Introduced structured processes and system-based controls within Dynamics 365 to strengthen governance, mitigate risks, and meet audit requirements
License rationalization: Conducted a systematic review of roughly 500 software licenses, aligning users with the right access levels, thus reducing costs while improving security
Centralized support and knowledge management: Standardized documentation, self-service resources, and a 24/7 support team minimized knowledge gaps and accelerated issue resolution
ISV and integration coordination: Managed ISV solutions like Dynaway (plant maintenance), To-Increase (data synchronization), and Flintfox (price management) for seamless performance and integration with Dynamics 365

Impact

Faster resolutions, operational stability, and a foundation for growth

The AMS model transformed how the company manages its Dynamics 365 environment and day-to-day operations:

Faster issue resolution: Incident tickets are resolved up to 75% faster, with 95% closed on schedule, improving employee experience and productivity
Standardized, scalable operations: Centralized processes and automation created a foundation for consistent supply chain, finance, and VAT operations globally
Proactive system management: Scheduled upgrades, release governance, and continuous monitoring keep the platform stable, compliant, and prepared for future growth
Optimized license usage: Rationalizing around 500 licenses reduced costs and improved access control, paving the way for further operational efficiencies
Seamless integration with ISVs: Smooth coordination with third-party solutions enables uninterrupted operations across manufacturing, supply chain, and finance
VAT compliance and risk and control improvements: Automated VAT processes and strengthened internal controls are reducing compliance risk and enhancing audit readiness

This transformation demonstrates that effective AMS is not just about technology – it's about aligning processes, governance, support, and compliance to enable sustainable growth and employee productivity.