SureStep delivers secure and reliable solutions for global financial services and enterprise customers. As their services business expanded and their SaaS platform matured, SureStep required a scalable and auditable support model to manage service delivery across regions and customer types. To strengthen operational consistency and improve service execution, SureStep extended their “One Microsoft” program beyond CRM into service management.

After implementing One Microsoft, SureStep evaluated support and ticketing solutions outside of the Microsoft ecosystem due to regulatory requirements at the time. As those requirements later changed, SureStep reassessed their options and selected Dynamics 365 Customer Service to unify service workflows and scale support operations in a single platform. Based on a strong delivery history and deep familiarity with SureStep’s operating model, SureStep selected CX Labs as the implementation partner.

**Problem **SureStep’s service management teams faced growing constraints as service volume and customer complexity increased:

  • Disjointed service management workflows: The organization needed to manage both consulting engagement driven support and higher volume SaaS product support, but lacked a unified platform where both service models could coexist cleanly.

  • Regulatory and customer-specific requirements: Key customers required auditable case handling, configurable workflows, and operational controls aligned to regulated environments, which the existing platform could not reliably support at scale.

  • Data continuity and migration risk: A full migration required preservation of historical case data and customer context, while transitioning quickly enough to avoid disruption to active support operations.

  • Speed-to-value pressure: The business needed a fast implementation timeline to realize benefits quickly, while still completing testing, training, and adoption across a global consultant workforce.

SureStep needed to modernize service management into a single platform that could support multiple support models, satisfy key customer requirements, and scale globally as the business grew.

Solution

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

  • Configured Dynamics 365 Customer Service to support the full service lifecycle, enabling standardized intake, triage, escalation, and resolution handling across teams.

  • Customized the case process to support entitlement-based service tied to engagements and signed support agreements, while also enabling SaaS product support processes to coexist in the same platform for higher case volumes.

  • Implemented business process flows and workflow automation to enforce consistent execution, improve traceability, and strengthen audit readiness across global service teams.

  • Executed a full data migration to preserve historical case context, customer references, and supporting records, ensuring continuity for ongoing service delivery and reporting.

  • Delivered customer-specific enhancements to satisfy regulatory, audit, and operational requirements without requiring parallel processes or separate service tools.

  • Led end-to-end testing, delivered training for consultants and service stakeholders, and supported go-live readiness to ensure adoption and operational stability.

The full platform migration was completed in two months, including configuration, testing, training, and deployment.

Results

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

  1. Completed a full service management migration in two months, including data migration, testing, training, and go-live, delivering rapid modernization with minimal disruption to live operations.

  2. Established a unified service platform supporting both engagement-based entitlements and SaaS product support, improving visibility, operational control, and consistency across teams.

  3. Strengthened compliance posture through auditable workflows and customer-specific controls that aligned to regulated customer expectations and improved service reliability.

**Conclusion **SureStep’s decision to implement Dynamics 365 Customer Service expanded their One Microsoft strategy into service management and created a scalable foundation for future support growth. With CX Labs as the delivery partner, SureStep migrated platforms in two months, preserved historical case continuity, and established a unified support operating model that supports both signed engagement entitlements and high-volume SaaS support.

This engagement improved service consistency, increased audit readiness for regulated customers, and reinforced CX Labs as a trusted partner for Microsoft Dynamics platform modernization and operational transformation.