SureStep delivers secure and reliable solutions for global financial services and enterprise customers. As a fast-growing boutique risk and compliance consultancy, SureStep depends on strong sales execution, accurate pipeline visibility, and consistent customer engagement across regions. To support growth and improve operational integration, SureStep launched a “One Microsoft” program to simplify and connect their Productivity Apps, CRM, Service workflows, and consultant delivery model.

Although SureStep had effective global processes in Salesforce Sales Cloud and Service Cloud, they saw a growing need for deeper integration across collaboration, reporting, document generation, and internal productivity. To enable a unified operating model and improve scalability, SureStep selected Microsoft as its strategic platform, with Dynamics 365 Sales as the core system of record for customer and opportunity management.

Problem

SureStep’s leadership and sales teams faced increasing constraints as the business scaled globally:

  • Manual cross-platform workflows: Teams needed to move between disconnected systems to manage customer engagement, pipeline, and internal coordination, creating inefficiency and duplication.

  • Fragmented client visibility: SureStep lacked a consistent single view of accounts, opportunities, and activities across stakeholders, which limited transparency and made forecasting more difficult.

  • Scaling complexity across regions: As SureStep expanded globally across North America, Europe, and APAC, adoption and process consistency became harder to enforce across teams.

  • CRM transition and data migration risk: A migration from Salesforce to Dynamics needed to preserve years of CRM history and ensure business continuity, without introducing data quality issues.

SureStep needed to consolidate CRM operations into the Microsoft ecosystem, establish consistency across regions, and create an integrated view of the customer lifecycle.

Solution

SureStep partnered with CX Labs based on a strong existing delivery relationship and CX Labs’ deep understanding of SureStep’s CRM processes. CX Labs designed and implemented a Dynamics 365 Sales solution aligned to SureStep’s sales methodology and operating model, including:

  • CX Labs configured stages, workflows, and activity tracking to match SureStep’s real pursuit execution model, including partner engagement and global pipeline management.

  • CX Labs designed updates to the Dataverse schema to support account hierarchy, reporting needs, and long-term scalability as SureStep continues to grow.

  • CX Labs optimized user experience design to reduce friction for sellers and ensure daily usability, increasing adoption and improving consistency in CRM usage.

  • CX Labs executed a structured Salesforce-to-Dynamics migration across accounts, contacts, leads, opportunities, and activity history, protecting data integrity and ensuring continuity.

  • CX Labs supported readiness and launch planning, helping SureStep transition smoothly and ensuring teams were prepared to execute sales work in the new platform immediately.

Results

CX Labs’ work enabled SureStep to successfully modernize its CRM platform and unlock measurable outcomes:

  1. SureStep created a consolidated view of customer relationships, pipeline activity, and engagement history, improving alignment and decision-making across stakeholders.

  2. SureStep transitioned from Salesforce to Dynamics with continuity of critical CRM data and processes, supporting uninterrupted pipeline execution during the platform change.

  3. SureStep was highly satisfied with both delivery quality and outcomes, validating CX Labs as a trusted partner for CRM modernization and platform execution.

Conclusion

SureStep’s decision to implement Dynamics 365 Sales was a strategic step in building a more integrated and scalable operating model through Microsoft. With CX Labs as the delivery partner, SureStep aligned CRM execution to its real sales methodology, migrated Salesforce data successfully, and achieved a unified customer and pipeline view.

This engagement enabled SureStep to simplify CRM operations, improve visibility across the business, and create a stronger foundation for future Microsoft-native capabilities, while ensuring a stable and successful go-live driven by CX Labs’ expertise.