Company Profile

Client is a leading media production company in the film, television and streaming industry, producing and distributing across the globe. Keeping up with the latest technologies, the company always aims for the best quality media production innovating creative platforms. Well known for its rating system, they always are up-to-date with the dynamic market landscape.

Problem Statement

Leading media production company in the world was upgrading the CRM systems to new MS Dynamics CRM and required the customer support executive to look at eight different systems, mix of On-prem and Cloud. This was in order to serve the employee calling in for health and pension plans available to them to avail various services. The challenge was to present this information in the least amount of time without compromising on time delivery, data security, efficiency in a cost effective manner.

Challenges

The traditional approach of such requirements would be to create a warehouse and sync all transactional data into a single place and let it be integrated to CRM or use point to point traditional integration to connect application integration points. Data consolidation or Data Lake option is not shortlisted as these internal systems have 1000s of employees’ historical data and moving and consolidating them at a single place would always lead to data trust and freshness issues.

Therefore, both options were discarded in the interest of the new technology options available while Dynamics 365 CRM customization is being built. So, it was challenging to build an integration layer while consuming later D365 systems being built as D365 could change the integration requirements along the way. Scope of such integration to get health eligibility data, sync membership identity and demographics, always keep email addresses in sync across all systems in real time. Additionally pensions and providers data to be kept in sync while connecting the employee data with deep links to healthcare imaging systems documents.

Challenges with legacy systems-

• Compatibility- Because it is built on old technology, the legacy system may eventually become incompatible with modern systems and technologies that are nonetheless crucial to the company’s operations. So, changing the legacy system for integration purpose with MS Dynamics would be tricky.
• Security- Patches that end up allowing security breaches are created because of a lack of support, updates, or maintenance, as well as the use of antiquated security protocols and standards. The data included PII and PHI data as well, so the solution had to be fully compliant with regulations and handling sensitive data.
•  Effectiveness and efficiency- Performance, efficiency, and productivity may all suffer as legacy systems age. Keeping an old system running requires spending money on a piece of technology that will eventually have to be replaced. In contrast to newer systems, legacy ones are not typically designed to share data with others.
• Hybrid Environment – All eight systems including MS 365 Dynamics CRM was a combination of hybrid environments and included on prime applications as well as cloud.