ENTERPRISE TECHNOLOGY
Historically, addressing that‘ 8 % gap’ might have required expensive custom coding. However, the landscape has changed with the advent of AI.
Today, we can drive ROI by utilising AI agents within the standard application to handle complex tasks. Instead of wasting SLA hours asking developers to build new reports, users can ask a Copilot agent to generate the insights they need. This allows customers to activate additional capabilities and measure value through efficiency and autonomy, rather than through costly, static customisation.
How does close engagement with end-users influence the way
Braintree designs, deploys and optimises Microsoft-based CRM solutions over time?
Our post-deployment engagement is primarily strategic. Because Microsoft CRM is a SaaS solution, updates are fed into the ecosystem regularly. It is incumbent on us to analyse these updates and‘ overlay’ them with our customer’ s specific landscape to identify which new features are pertinent.
This continuous loop of feedback allows us to constantly optimise the design. We don’ t just want to be a vendor discussing price; we want to be integral to the decisionmaking process. By understanding the customer’ s evolving maturity level – and
respecting that some may want to take ownership of the solution themselves – we ensure the platform remains the best fit for the organisation over time.
How does Braintree ensure continuous feedback from endusers is built into CRM projects so the platform keeps delivering value long after the initial implementation?
We ensure continuous feedback to prevent the rise of‘ shadow IT’ or‘ citizen developers’ who bypass the system. Often, if a system doesn’ t work for a user, they will simply export data to Excel to‘ panel beat’ it into a format that makes sense to them. This creates a disconnect where management sees one reality, but the actual work is happening elsewhere.
By keeping the engagement inclusive and continuous, we ensure the platform reflects the reality of the user. We empower users to use modern tools, like Power Platform and AI agents, within the system, rather than outside of it. This alignment ensures that the reporting executives see matches the operational reality on the ground, keeping the platform valuable and‘ entrenched’ in the business. •
INTELLIGENT TECH CHANNELS
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